Job Description

About WegoPro

WegoPro is the corporate travel and expense management platform from Wego, the largest online travel marketplace in the Middle East and North Africa. We help businesses across MENA and APAC book, manage, and control corporate travel - from flights and hotels to approvals, policy compliance, and spend visibility.

About the Role

We're looking for a senior, commercially sharp Customer Success Manager to own a portfolio of enterprise and mid-market accounts spanning MENA and APAC. This is a commercial role: you will own revenue outcomes on your book - activation, adoption, monetization, retention, and receivables health.

You'll work directly with founders, finance leaders, and travel managers on the client side, and cross-functionally with Sales, Finance, Product, and Operations internally. You will report directly to the Head of Customer Success and operate with significant autonomy over your portfolio.

What You'll Own

Account management & growth

• Full ownership of a portfolio of enterprise and mid-market accounts across MENA and APAC - relationship, commercial health, and retention

• Structured QBRs and account plans for top accounts; proactive engagement cadences for the long tail

• Identifying and executing expansion, upsell, and cross-sell opportunities within your book

• Monitoring booking volume and usage trends across your book and proactively re-engaging accounts showing decline, in a consumption model, revenue retention is earned every month, not at a renewal date

Onboarding & activation

• Driving new accounts from signed to activated: implementation coordination, policy setup, traveller enrollment, and first-booking milestones

• Managing complex enterprise onboardings involving corporate airline fares, negotiated hotel rates, and approval workflow configuration

• Holding internal teams accountable to onboarding SLAs and escalating blockers early

Product advocacy

• Translating client-side product gaps into structured, prioritized feedback for Product, with clear business impact attached

• Managing client expectations on product timelines - committing only to what is verified and shipped, never to the roadmap

Monetization & commercial

• Leading fee and pricing conversations with clients - including pushback handling on service fees, setup fees, and structural changes

• Monitoring booking volumes and margin health at the account level and flagging leakage

Risk, AR & compliance

• Owning receivables health on your portfolio: credit utilization monitoring, collections follow-through, and escalation of at-risk balances

• Early identification of churn risk and structured save plans

Data & tooling

• Maintaining accurate account health, usage, and risk data in our CS platform (Custify)

• Contributing to weekly portfolio-level leadership reporting: activation, risk, monetization, and AR

Working Hours & Coverage

This role covers two time zones from Mumbai. Core working hours are approximately 11:00 AM – 8:00 PM IST, providing full-day coverage of MENA business hours and a substantial live overlap with APAC. Occasional earlier calls for APAC clients will be required.

Occasional regional travel to client sites (GCC and Southeast Asia) is expected. A valid passport and the ability to obtain business visas are required.

What We're Looking For

Must have

• 7–10 years in customer success, account management, or commercial operations, with at least 3 years managing enterprise or mid-market B2B accounts

• Background in corporate travel, TMC operations, OTA, or travel-adjacent B2B SaaS strongly preferred

• Demonstrated ownership of commercial outcomes - pricing conversations, collections, or revenue expansion — not just relationship management

• Comfort with financial mechanics: credit terms, receivables, and margin logic

• Strong written communication: you can draft a defensible client email on a disputed fee without hiding behind vague language

• Experience working across cultures and regions; comfort with direct, senior-level client conversations

Strong plus

• Working knowledge of GDS concepts, corporate fare mechanics (tour codes, LRA/NLRA, ticketing authority), or hotel rate distribution

• Familiarity with GCC tax and compliance frameworks (VAT, ZATCA e-invoicing)

• Experience with CS platforms (Custify, Gainsight, ChurnZero) and building reporting from them

• Arabic language ability (not required)

Who thrives here

• You default to ownership. If an account is bleeding margin or sitting on overdue invoices, you treat it as your problem before anyone assigns it to you.

• You are direct and precise. You commit only to what you can verify, and you flag risks early rather than managing optics.

• You operate well without a playbook. Our processes are maturing - you'll help build them, not just follow them.

How Success Is Measured

• Activation: new accounts reaching first-booking and steady-state usage within agreed timelines

• Revenue: booking volume growth and margin health across your portfolio

• Risk: early flagging of declining accounts and AR ageing kept within threshold

• Data discipline: account health, risk, and usage data current in Custify, feeding weekly leadership reporting

Why This Role

• Direct exposure to leadership: you report to the Head of CS and your work is visible at CEO level

• Real commercial ownership - your portfolio's monetization and retention outcomes are yours

• You won't be doing this alone: you'll work alongside a CS team with dedicated CS Ops support, established tooling, and reporting structures already in place

• You'll report to a hands-on Head of CS who gives direct access, fast decisions, and air cover with leadership, and expects the same directness back

• A regional platform at an inflection point, with pricing, product, and process decisions being made now that you can shape