Customer Success Executive

About the Role
The Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities within our most valuable accounts. This position plays a crucial role in driving long-term value by accelerating customers’ journey to success, ensuring predictable renewals, and maximizing the impact of the company across their business transformation initiatives. As a trusted advisor, you’ll partner with C-level executives, guide seamless delivery of business transformation, and foster collaboration with the company’s teams and strategic partners.

What You Get to Do in This Role:

• Drive Post-Sales Success: Own and lead the customer’s post-sales transformation, aligning the company’s offerings to customer goals, and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes.
• Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and the company. Leverage the right resources at the right time to ensure success.
• Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
• Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities.
• Foster Strategic Alignment: Build relationships with the company leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success.
• Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals. Foster a culture of agility and calculated risk-taking within the team.
• Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized.

Qualifications
To be successful in this role, you will need:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, and analyzing AI-driven insights.
• Experience in Delivery and understanding large-scale implementations in the public sector.
• Educational Background: BA/BS or equivalent required, Master’s degree preferred.
• Experience: A minimum of 12 years in a management consulting or leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software).
• Leadership Expertise: Demonstrated success in running large-scale, strategic accounts and exceeding business objectives. Proven track record in building and leading high-performing Customer Success or Consulting teams.
• Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
• Cross-Functional Leadership: A history of working across multiple functions and driving alignment in large, matrixed environments.
• C-Level Relationships: Strong experience building relationships and influencing with C-level business leaders within some of the world’s largest enterprises.
• Adaptability: Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities.
• Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed efficiently.
• Collaboration and Communication: Excellent communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels.
• Customer Focus: Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction.

Additional Requirements

• Arabic language is mandatory for this role.
• Frequent travel to/from Kuwait is an expectation due to client requirements.

Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to employees depending on the nature of their work and their assigned work location.

Equal Opportunity Employment
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law.

Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), the company may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon obtaining any export license or other approval that may be required by relevant export control authorities.