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Customer Success Manager | (Arabic Speaking)

Who we are is what we do.

Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily. 

The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers.

Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the platform’s success. We deliver the best products and features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.

Why should you be part of our success story?

A 30-mile hiring radius should no longer dictate how companies hire because exceptional talent lives everywhere. Deel sees a world without hiring borders and endless talent that pairs perfect candidates with great companies.

We offer global teams all the tools they need to hire, onboard, manage, pay, and scale at full speed. We aim to foster a diverse global economy by building a generational platform that seamlessly connects companies with talent worldwide.

After our successful Series D in 2021, we raised another $50M in 2023, doubling our valuation to $12B. There’s never been a more exciting time to join Deel — the international payroll and compliance market leader.

Summary

You’ll be the face and voice of Deel for our clients, both internally and externally. In this dynamic role, you’ll be responsible for building genuine and durable customer relationships while converting those relationships into opportunities for long-term revenue growth. You will serve as our client’s trusted advisor by providing strategic guidance on operational and product-related issues. Simultaneously, you will be an internal advocate for clients with Deel by championing new products and capabilities to facilitate the expansion of each client’s business with Deel.

You are a passionate business builder at heart. You get energized by tackling complex, challenging, often ambiguous problems and driving real impact across a business. You are not afraid to get your hands dirty to deliver projects. You are a talented generalist at home, diving into data for insights, and confident in cross-functional project management with multiple stakeholders. Working with great people is a non-negotiable priority because you thrive in a highly collaborative, high-performance team. If that is you, join our team!

Responsibilities 

  • Accounts: The CSM 1 will be responsible for a high volume of small spend accounts in either our SMB/MM or ENT segments.

  • Risk: Identify and flag risks that will lead to customer churn. 

  • Relationships: Build relationships with clients by identifying pain points, providing solutions, and recognizing opportunities for growth and revenue generation

  • Product: Be the voice of the customer by collecting product and operational feedback and sharing it with relevant internal stakeholders

  • Responsible for providing a high-quality experience to our customers on a day-to-day basis. 

  • Coordinate with internal stakeholders to ensure timely response and completion of customer requests.

  • Drive adoption of platform features that will lead to a better customer experience and better retention.

Qualifications

  • You have a minimum of 2+ years of relevant work experience, including client-facing experience as a CSM or as an Account Manager.

  • You will speak English & Arabic Fluently.

  • Have previous experience in at least one of the following: fast-growth startup, scale-up, in HR-Tech or SaaS.

  • A relationship builder who remains calm and collected when facing crisis or criticism and celebrates partners’ successes with them.

  • Quantitatively inclined and data savvy, you may not be a SQL expert, but you enjoy drawing quick, insightful conclusions from complex data sets, asking critical questions, and synthesizing raw numbers into simple, actionable recommendations.

Total Rewards

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. 

Some things you’ll enjoy

  • Provided computer equipment tailored to your role

  • Stock grant opportunities dependent on your role, employment status and location

  • Additional perks and benefits based on your employment status and country

  • The flexibility of remote work, including WeWork access where available

At Deel, we’re an equal-opportunity employer that values diversity and positively encourage applications from suitably qualified and eligible candidates regardless of  race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics.

Unless otherwise agreed, we will communicate with job applicants using Deel-specific emails, which include @deel.com and other acquired company emails like @payspace.com and @paygroup.com. You can view the most up-to-date job listings at Deel by visiting our careers page.

Deel is an equal-opportunity employer and is committed to cultivating a diverse and inclusive workplace that reflects different abilities, backgrounds, beliefs, experiences, identities and perspectives.

Deel will provide accommodation on request throughout the recruitment, selection and assessment process for applicants with disabilities. If you require accommodation, please inform our Talent Acquisition Team at recruiting@deel.com of the nature of the accommodation that you may require, to ensure your equal participation.

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CEO of Deel
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What You Should Know About Customer Success Manager | (Arabic Speaking), Deel

Are you ready to be an integral part of a global team that’s transforming how companies hire talent worldwide? At Deel, a leading international payroll and compliance company, we're on the lookout for an enthusiastic Customer Success Manager who speaks Arabic to join our thriving EMEA team. In this role, you'll connect with clients from diverse backgrounds, fostering deep relationships and guiding them toward operational excellence with our innovative platform. Your mission? To help clients maximize their investment in our services while ensuring a seamless and engaging customer experience. You'll act as the trusted advisor, advocating for client needs internally and sharing valuable feedback with our product teams. If you're a relationship builder who thrives in the fast-paced world of SaaS or HR-Tech and loves tackling complex challenges head-on, you’ll feel right at home with us. Your passion and dedication will be key in driving retention and revenue growth across a variety of accounts, while your data-savvy mindset will help guide strategic decisions. Plus, with a flexible remote working environment and an array of rewarding benefits, we’re committed to supporting your journey as you help us shape a world where hiring knows no borders. So, if you're eager to make an impact, we’d love to have you at Deel, where our diverse culture empowers everyone to learn, grow, and innovate.

Frequently Asked Questions (FAQs) for Customer Success Manager | (Arabic Speaking) Role at Deel
What are the key responsibilities of a Customer Success Manager at Deel?

As a Customer Success Manager at Deel, you will manage a high volume of small spend accounts, identify risks that could lead to customer churn, and build strong relationships by addressing client pain points. You’ll provide a high-quality customer experience daily while ensuring timely responses to customer requests and driving the adoption of our platform features to enhance retention.

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What qualifications do I need to be a Customer Success Manager at Deel?

To qualify for the Customer Success Manager position at Deel, you should have at least 2+ years of client-facing experience in roles such as a CSM or Account Manager. Fluent English and Arabic are essential, along with a background in fast-growth startups, HR-Tech, or SaaS. We value relationship builders who can maintain composure in challenging situations and have a knack for data analysis to draw meaningful insights.

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What is the work culture like for Customer Success Managers at Deel?

At Deel, our work culture prioritizes collaboration, innovation, and high performance. As a Customer Success Manager, you'll be part of a highly engaged team that values transparency and support. We foster a diverse environment that encourages everyone to thrive, and your contributions will be recognized and celebrated as you help shape our client relationships.

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How does Deel support the career development of its Customer Success Managers?

Deel is committed to the growth and development of its employees, particularly in roles like Customer Success Manager. We offer tailored training programs, mentorship opportunities, and potential stock grants depending on your role, employment status, and location. Our dynamic environment is perfect for honing your skills and advancing your career in customer success.

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What are the perks of being a Customer Success Manager at Deel?

As a Customer Success Manager at Deel, you'll enjoy many perks including flexible remote working options, provided equipment tailored to your role, stock grant opportunities, and additional benefits that depend on your employment status and country. We believe in recognizing your hard work and supporting your well-being with competitive pay and rewards.

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Common Interview Questions for Customer Success Manager | (Arabic Speaking)
How do you handle difficult customer situations as a Customer Success Manager?

When faced with a difficult customer situation, I first ensure I understand the issue thoroughly by listening actively. My approach is to remain calm and empathize with the customer’s concerns. I then provide clear explanations and solutions, aiming to resolve the problem efficiently while keeping the relationship intact.

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Can you explain a time you turned a dissatisfied customer into a satisfied one?

Certainly! In a previous role, I encountered a customer who was unhappy with a service delay. I took the initiative to reach out, understood their pain points, and offered a timely solution that addressed their specific needs. By demonstrating genuine care and follow-up, I was able to regain their trust and ensure they felt valued.

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What strategies do you use to manage and prioritize customer accounts?

I utilize a combination of data analysis and relationship-building strategies to manage customer accounts effectively. By regularly reviewing account performance metrics and customer feedback, I can prioritize clients based on their needs, growth potential, and any risk factors, allowing me to focus my efforts where they'll have the most impact.

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What do you think is the most important quality for a Customer Success Manager?

I believe that empathy is the most important quality for a Customer Success Manager. Understanding the client's needs and challenges allows us to build strong relationships and provide tailored solutions. Additionally, being data-driven and a proficient communicator enhances our ability to deliver exceptional customer service.

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How do you measure success in your role as a Customer Success Manager?

Success in my role is measured through customer satisfaction scores, retention rates, and the growth of accounts under my management. I also track the adoption of platform features among my clients, as increased usage often correlates with higher satisfaction and revenue generation.

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What techniques do you use to drive customer engagement with your product?

To drive customer engagement, I employ techniques such as personalized onboarding experiences, regular check-ins to gather feedback, and offering tailored recommendations based on how customers are using the product. Effective communication and highlighting new features can also motivate clients to engage more with the platform.

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How do you collaborate with internal teams to improve the customer experience?

I believe in maintaining open lines of communication with internal teams. By collaborating with product, marketing, and sales personnel, I can relay customer feedback that informs product development and ensures marketing efforts align with client needs. This synergy is vital to enhancing the overall customer experience.

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Describe your experience with data analysis as a Customer Success Manager.

In my previous positions, I’ve utilized data analysis to drive strategic decisions by tracking customer interactions and performance metrics. I derive insights from complex datasets to identify trends, which help me develop actionable recommendations to bolster customer retention and engagement.

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How do you ensure that your clients' needs are met effectively?

I prioritize regular communication with clients to fully understand their evolving needs. By providing prompt responses, proactive solutions, and consistent follow-ups, I build trust and demonstrate that their needs are important to me. I also encourage feedback to ensure our services align with their expectations.

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What role does feedback play in your approach as a Customer Success Manager?

Feedback is crucial in my role as it offers insights into what's working and what can be improved. I actively solicit feedback from clients and internal teams to refine our processes and services. This iterative approach helps us adapt quickly to meet customer needs effectively and enhances their overall experience.

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Deel is an American payroll and compliance provider founded in 2019 by Alex Bouaziz, Shuo Wang, and Ofer Simon. The company is based in San Francisco, California and has reported having 2,000 employees in January 2023.

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CULTURE VALUES
Inclusive & Diverse
Collaboration over Competition
Fast-Paced
Growth & Learning
Empathetic
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Full-time, remote
DATE POSTED
December 20, 2024

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