About the Role
Our client, a leading technology organization providing managed IT services and enterprise technology solutions, is seeking an experienced Customer Success Manager. This role will establish and develop the Customer Success function, focusing on strengthening customer relationships, driving value realization, improving adoption and experience, and supporting long-term client retention.
The Customer Success Manager will serve as a key link between Sales, Service Delivery, Finance, Operations, and Project Delivery to ensure that clients receive the agreed-upon value and service commitments while proactively identifying risks, improvement opportunities, and potential account growth.
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Key Responsibilities
- Define adoption, retention, and value-realization frameworks to build out the newly established Customer Success function and provide strategic input on account development plans.
- Own the overall customer lifecycle, proactively tracking client usage metrics, identifying renewal/churn risks, and surfacing commercial expansion and upsell opportunities.
- Conduct regular service reviews with client leadership covering SLA performance, open requests, incidents, and continuous improvement actions.
- Serve as the primary focal point between Sales, Technical Delivery, Finance, GRC, and Operations to ensure delivery against client commitments.
- Manage and resolve critical customer escalations in a timely, effective manner to protect key account relationships and maintain long-term client trust.
- Monitor customer health scores, CSAT/NPS performance, and ITSM KPIs to deliver clear insights and recommendations to both technical and executive stakeholders.
- Lead the build-out of the Customer Success department as the unit expands, establishing quality standards and supporting continuous knowledge sharing across team members.
Requirements
- Bachelor's degree in Business Administration, Customer Relationship Management, or a related discipline.
- Customer Success, Account Management, ITIL, or similar professional certifications are advantageous.
Experience – UAE National Candidates
- 5+ years of relevant professional experience.
- Proven experience in Customer Success, Account Management, Client Management, or a similar client-facing role.
- Experience managing complex enterprise accounts and multiple stakeholders.
- Previous experience within managed IT services, technology solutions, enterprise software, or a related technology environment.
- Exposure to customer health scoring, CSAT/NPS, adoption, and value-realization frameworks is preferred.
- Strong commercial awareness and ability to identify revenue opportunities.
- Experience with renewal, retention, and account expansion objectives.
- Data-driven mindset with knowledge of ITSM frameworks and relevant KPIs.
- Strong stakeholder management and cross-functional collaboration skills.
Experience – Expatriate Candidates
- 7+ years of relevant professional experience.
- Proven experience in Customer Success, Account Management, Client Management, or a similar client-facing role.
- Experience managing complex enterprise accounts and multiple stakeholders.
- Previous experience within managed IT services, technology solutions, enterprise software, or a related technology environment.
- Experience with customer health scoring, CSAT/NPS, customer adoption, or value-realization frameworks is preferred.
- Strong commercial awareness with the ability to identify and develop revenue opportunities.
- Experience managing or contributing to renewal, retention, and account expansion targets.
- Data-driven approach with experience working with ITSM frameworks, service metrics, and KPIs.
- Strong stakeholder management and cross-functional collaboration capabilities.
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