Customer Success Manager

United Arab Emirates·DubaiFull-time (Salary)mid

Customer Success ManagerCustomer

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Overview

Pattern (Nasdaq: PTRN) is a leader in accelerating brands on global ecommerce marketplaces, leveraging proprietary technology and AI. Utilizing more than 91 trillion data points,

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Customer Success ManagerCustomer

Pattern (Nasdaq: PTRN) is a leader in accelerating brands on global ecommerce marketplaces, leveraging proprietary technology and AI. Utilizing more than 91 trillion data points, Pattern optimizes and automates all levers of ecommerce growth for global brands, including advertising, content management, logistics and fulfillment, pricing, forecasting and customer service, through products like 3P Accelerator, TikTok Shop, PXM, and ROI Hunter. Hundreds of global brands depend on Pattern's ecommerce acceleration platform every day to drive profitable revenue growth across 70+ global marketplaces, including Amazon, Walmart.com, Target.com, eBay, Tmall, TikTok Shop, JD, and Mercado Libre.

ROI Hunter is Pattern's advertising technology platform, helping brands manage product-level performance across Meta, Google, Snap, TikTok, and now OpenAI's ChatGPT. Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come build with us. We want you to use your skills to push one of the fastest-growing companies in the US to the top of the list.

Pattern has been named one of the fastest-growing tech companies headquartered in North America by Deloitte and one of the best-led companies by Inc. We place employee experience at the center of our business model and have been recognized as one of Newsweek's Global Most Loved Workplaces®.

We need a Customer Success Manager to become a strategic partner to enterprise ecommerce clients across the region, owning the full relationship from onboarding through renewals, upsells and cross-sells while feeding client insight straight back into product and marketing. This is a full-time role and will work a hybrid schedule based in Dubai, UAE.

Manage a portfolio of 10–20 clients: onboarding, training, and driving both revenue growth and product adoption
Serve as the primary point of contact and ambassador for Pattern with your accounts
Handle contract renewal and upsell negotiations, alongside more senior colleagues or Sales where needed
Run quarterly business reviews and planning sessions with strategic clients and key stakeholders
Keep clients current on the latest Meta and Google strategies, and on ROI Hunter's own updates and experiments
Feed real client feedback into Product and build case studies with Marketing to highlight wins
Build and maintain relationships with Meta and Google partner contacts tied to your shared clients

What will I need to thrive in this role?

Direct, client-facing experience managing a B2B portfolio, meaning you've owned relationships in person or by phone, not just managed accounts by email
Solid knowledge of performance marketing, enough to hold your own on Meta and Google Ads campaign strategy, not just navigate the platforms
A data-driven, goal-oriented mindset and comfort turning account data into a recommendation a client can act on
Excellent communication and presentation skills. You can explain complex concepts clearly and hold the room in a QBR
Knowledge of the online retail environment
Based in Dubai. Fluent English; Arabic is a plus given our client base in the region, though not required

Clients see measurable ROAS and ROI impact they can point to on your accounts
You're the one they call for a strategic conversation, not just a support ticket
Retention and revenue on your book of accounts trend up over time
Product adoption across your portfolio keeps growing, not just staying flat

What is the team like?

You will work with the other Customer Success Managers on the EMEA team with Mariam being your manager. You will meet with Mariam on a regular basis to discuss your performance. This team is data driven and results oriented. You will collaborate regularly with members of your team to implement actionable solutions. Ideas and input are encouraged from all members.

We are looking for individuals who are:

Game Changers- A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.

Data Fanatics- A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.

Partner Obsessed- An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.

Team of Doers- Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

Initial phone interview with Pattern's talent acquisition team

Video interview with the hiring manager

Final interview with our VP of Customer Success and the hiring manager

Professional reference checks

Executive review

Offer

Discuss professional accomplishments with specific data to quantify examples

Provide insights on how you can add value and be the best addition to the team

Focus on mentioning how you would be partner obsessed at Pattern

Share experience on any side projects related to data and analytics

Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include

Education budget for your development
Quarterly performance bonus
Phone allowance
Flight ticket allowance
Vacation allowance
WFH Subsidy (€150 once per quarter)
Company and team events (online & offline)

Pattern is committed to creating a diverse and inclusive environment. All employment decisions are based on business needs, job requirements, and individual qualifications, without discrimination based on race, gender, age, disability, sexual orientation, or any status protected by local law.