This Dubai-based role is for a Customer Success Manager who can be strategic with executives, precise with operating plans, and practical with customer adoption realities. In this role, you will guide our enterprise customers through their post-sales journeys and AI-powered automation transformation programs. You'll be the strategic orchestrator who turns automation ambition into measurable business outcomes for local customers.
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What you'll do at the company
- Own and orchestrate the customer's end-to-end adoption journey, building comprehensive value delivery plans and coordinating across internal and external workstreams from planning to realization.
- Establish and run governance cadence including operational syncs, steering forums, and quarterly business reviews with clear workstream plans, timelines, and success milestones.
- Serve as the primary point of contact and trusted advisor, cultivating strategic relationships with executives and key stakeholders to align automation solutions with business objectives.
- Define, track, and realize customer value by monitoring KPIs, ROI, savings, productivity gains, and documenting success stories that reinforce transformation impact.
- Drive adoption acceleration through workshops, enablement sessions, automation days, and consumption reviews while guiding customers to the company's resources.
- Monitor consumption metrics (users, robots, AI Units, Platform Units) and proactively prevent under-consumption or over-consumption through strategic planning.
- Identify early warning signals such as low usage, weak sponsorship, or unclear roadmaps and build mitigation plans to resolve issues.
- Possess understanding of automation technologies and apply best operational, technical, and change management practices to drive successful transformation.
- Collaborate with cross-functional teams including AI specialists, product, support, and services to ensure unified customer-centric delivery.
- Stay current on industry trends, emerging technologies, and automation best practices to share insights that drive customer innovation.
What you'll bring to the team
- Extensive experience in customer success roles, with a proven track record of driving customer satisfaction, adoption, and retention.
- Experience in a high-growth technology company, preferably in the SaaS, automation, AI, or RPA space.
- Strong leadership and team-building skills, with the ability to inspire and motivate cross-functional teams without direct ownership.
- Excellent communication and interpersonal skills, with executive presence.
- Data-driven mindset, with the ability to use data to make informed decisions and drive results.
- Strategic thinking paired with a bias to act in ambiguous customer situations.
- Operational discipline and ability to manage multiple workstreams simultaneously.
- Bachelor's degree in business, technology, or a related field (MBA preferred).
- Fluency in Arabic and English.
