Customer Success Manager Aqlam

JJob description Customer Success Manager – (Remote)Aqlam | أقلام Aqlam is a fast-growing online 1-on-1 tutoring platform based in the UAE, connecting families with qualified Arabic-speaking tutors.

We are looking for a Customer Success Manager to be the face of Aqlam — guiding parents through their child's learning journey and turning trial experiences into long-term relationships. About the Role You will own the entire post-purchase customer journey.

From the moment a parent completes their trial payment, you become their primary point of contact — building trust, ensuring engagement, and ultimately presenting them with a personalized package recommendation based on their child's progress. This is a high-impact role.

Your work directly influences whether a family continues with Aqlam or not.

Working Hours Saturday to Thursday Morning window: 9:00 AM – 12:00 PM UAE time

Evening window: 6:00 PM – 10:00 PM UAE time

Response time within 15 minutes during both windows is required Key Responsibilities Receive newly enrolled trial families and guide them through the Aqlam trial journey step by step via WhatsApp (text and voice messages) Keep parents informed, engaged, and confident throughout their child's trial sessions Stay updated on each student's progress through tutor-submitted notes and session reports Upon trial completion, record a short personalized handheld video summarizing the student's strengths and areas for improvement based on tutor notes Recommend the most suitable subscription package to each family based on the tutor's assessment Maintain accurate records of all customer interactions and follow-ups