Table of Contents
Job Overview
About the Company
Available Jobs
Job Description
Why This Customer Success Role Is Different
Who This Role Is Ideal For
Job Responsibilities
Why This Role?
Requirements
How to Apply
FAQs
Job Overview
If you’re searching for a Customer Success Manager Dubai role that is genuinely technical—where your work determines whether systems succeed in production—this opportunity at Fonn Group is built for you. This position sits in the APAC team (covering the Middle East) and is designed for someone who can bridge complex implementations with real customer outcomes.
Unlike many “CSM” roles that focus primarily on check-ins and relationship management, this role is about owning the technical relationship end-to-end: from architecture review and integration planning to production support, quarterly business reviews, and renewals. You’ll be the person ensuring deployments actually work, customers adopt the platform in real workflows, and technical issues don’t turn into churn.
Job Title: Customer Success Manager – Middle East, UAE
Company Name: Fonn Group
Location: Dubai, United Arab Emirates
Employment Type: Full-time (as per standard CSM roles; posting indicates apply via careers site)
Work Model: Hybrid
Start Date: As per hiring timeline (company notes typical response within two weeks)
Short summary of the opportunity:
You’ll own technical onboarding, act as first-line defense for production issues, run data-driven QBRs, manage the technical side of renewals, and lead end-to-end technical project management across multiple deployments and time zones.
About the Company
Fonn Group builds cloud-native media technology solutions—Saga and Mimir—deployed at scale by major news and sports organizations globally. The company’s focus is clear: modern architecture, real-time collaboration, and software that performs under real broadcast pressure.
Fonn Group positions itself as the opposite of legacy broadcast tech. Instead of retrofitting “cloud” onto old systems, they’re cloud-native from the ground up—using modern deployment models, APIs, automation, and platform thinking to compete in an industry that’s actively shifting from on-prem infrastructure to genuine cloud platforms.
What makes the environment especially compelling is the scale and stakes: these are production systems where downtime can impact live broadcasts. The company emphasizes direct communication, technical credibility, and shipping solutions that work—without unnecessary corporate noise.
Available Jobs
If you’re exploring adjacent roles that align with this career path (or want additional search-aligned targets), here are related positions that often overlap with technical CSM work in media/SaaS:
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Technical Customer Success Manager – Dubai / UAE
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Implementation Manager (SaaS / Media Tech) – UAE
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Solutions Engineer / Technical Account Manager – Dubai
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Customer Support Engineer (Cloud / APIs) – UAE
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Media Operations / Broadcast Systems Specialist (Cloud) – Dubai
These roles share similar skill pillars: onboarding, integrations, production support, stakeholder alignment, and renewal influence.
Job Description
The Customer Success Manager Dubai role at Fonn Group is a technical ownership role disguised as customer success—and that’s a compliment. You’ll be responsible for ensuring customers are not only “set up” but actually successful in production with workflows that handle high-volume media operations.
Your mission is to turn deployments into long-term renewals by making sure the platform:
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Integrates properly into customer infrastructure
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Performs reliably at scale
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Is adopted by real teams in real workflows
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Delivers measurable value that can be presented to decision-makers
Why This Customer Success Role Is Different
In many companies, customer success means relationship management and basic adoption nudges. Here, it means:
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Architecture review, integration planning, and API configuration
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Authentication setup (Auth0) and user provisioning
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Data migration strategy and workflow rollout
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Diagnosing production issues and distinguishing configuration vs. bugs
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Using system metrics and usage analytics to prove ROI
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Managing the technical side of renewals and pricing justification
It’s customer success, but with engineering-level credibility.
Who This Role Is Ideal For
This role is ideal if you:
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Have technical credibility with broadcast engineers and CTOs
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Enjoy solving real implementation problems, not just reporting them
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Can manage deployments end-to-end across time zones
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Like being accountable for outcomes: production go-lives, performance stability, renewals
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Can translate technical architecture into business impact clearly
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Prefer modern cloud-native platforms over legacy systems
If you thrive in environments where your work has immediate consequences—and you like that pressure—this role will feel energizing.
Job Responsibilities
This role spans five major responsibility areas, each tied to clear outcomes:
Technical Onboarding
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Deploy new customers from contract to production, including architecture review and integration planning
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Configure APIs, set up authentication (Auth0), provision users, and plan data migrations
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Ensure the customer team is actually using the system in real workflows, not just “trained”
Technical Support
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Serve as first line of defense for production issues
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Diagnose problems and collaborate with engineering on fixes
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Document solutions clearly, build repeatable runbooks, and prevent recurring issues
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Distinguish between user error, configuration problems, and genuine bugs with confidence
Quarterly Business Reviews
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Present system metrics, usage analytics, and performance data
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Identify underutilized features, optimization opportunities, and technical bottlenecks
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Use data to demonstrate ROI and justify expansion, upgrades, or deeper adoption
Renewals
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Own the technical side of renewals: document value delivered and address technical concerns
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Support pricing justification based on usage and scale
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Negotiate license counts and deployment models to keep customers on the platform
Technical Project Management
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Own implementation projects end-to-end: define requirements and coordinate with customer IT teams
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Manage timelines, milestones, and blockers
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Juggle multiple concurrent deployments across different time zones while maintaining delivery discipline
A high-performing technical CSM in this environment becomes the “glue” between customer reality and engineering priorities—surfacing requirements that actually matter and preventing churn through proactive action.
Why This Role?
A Customer Success Manager Dubai role is only as exciting as the product and the stakes. This one scores high on both.
1) Work on real systems at real scale
These aren’t demo environments. You’ll support production deployments used by major news and sports organizations—where reliability is non-negotiable.
2) Modern stack, modern mindset
Fonn Group emphasizes cloud-native architecture, APIs, and modern deployment models. If you’re tired of legacy systems and slow-moving processes, this is a sharp contrast.
3) High ownership and direct impact
Small, globally distributed teams mean your work matters immediately. You’ll influence product direction and see your solutions deployed at organizations reaching millions daily.
4) Industry transformation tailwind
Broadcast media is shifting from on-prem to cloud-native platforms. You’ll be part of that transition, helping customers make technology decisions that can define their operations for the next decade.
5) No corporate theatre
The company explicitly values direct communication and shipping. If you’re results-driven and dislike buzzword-heavy environments, this culture is a strong match.
Requirements
To succeed in this Customer Success Manager Dubai role, Fonn Group is looking for strong technical grounding combined with clear communication and execution discipline.
Core requirements
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Technical background in broadcast technology, media operations, or similar domains
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Understanding of fundamentals like:
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Video codecs
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Metadata standards
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Storage architecture
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API integrations
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Cloud infrastructure
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Ability to translate between technical and business stakeholders
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Strong documentation skills (clear issue write-ups, runbooks, and customer-facing notes)
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Comfort working independently across time zones with a distributed team
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A results-driven track record: successful deployments, customer retention, and problem resolution
Preferred experience (highly valuable)
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SaaS/software support in production environments
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Cloud-native architecture knowledge (serverless, APIs, modern deployment models)
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Media Asset Management experience: MAM/DAM/PAM, NRCS, newsroom systems, studio automation, broadcast workflows, content operations
Location and work model
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Dubai-based, hybrid work model
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Work authorization/visa status as per employer policy
How to Apply
To apply for the Customer Success Manager – Middle East, UAE role at Fonn Group:
FAQs
1) Is this Customer Success Manager Dubai role technical or relationship-focused?
It’s strongly technical. You’ll own onboarding, integrations, production support, metrics reviews, and the technical side of renewals—alongside stakeholder management.
2) Do I need broadcast or media technology experience?
Yes, a technical background in broadcast/media operations (or similar domains) is expected, especially to be credible with broadcast engineers and CTOs.
3) What systems or workflows are most relevant?
Experience with MAM/DAM/PAM systems, NRCS, studio automation, and content workflows is a significant advantage, along with cloud-native and API integration knowledge.
4) Is the role remote?
The posting lists the role as Hybrid based in Dubai, UAE.
5) What does success look like in the first months?
Successful deployments into production, reduced incident recurrence, increased feature adoption, strong QBR narratives backed by metrics, and renewal confidence driven by stable performance and value delivery.