The Customer Success Manager engages with the company's customers to drive and accelerate their value realization and to ensure business outcomes are achieved through the consumption of purchased solutions and success service entitlements. This role is responsible for orchestrating resources and executing activities for a designated set of customer accounts across the lifecycle. Responsibilities include post-sales account management strategy development, success plan definition and execution (adoption & consumption), relationship management, issue mitigation, escalation handling, and identifying expansion opportunities, driving mutual success for both the customer and the company across the full lifecycle.
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Core Responsibilities
- Develop and implement account strategies and consumption plans that drive measurable customer outcomes and support subscription renewals
- Build trusted customer relationships to enable value-based consumption and adoption activities
- Monitor SLA performance and maintain high levels of customer satisfaction
- Engage with Global Customer Success Centers to leverage expertise throughout the customer lifecycle
- Use data and tools to manage adoption and consumption activities, including Relationship Assessments and Outcome Success Plans
- Act as the primary escalation point for assigned customer accounts
- Identify opportunities to expand the company's footprint through additional licenses or services
Leadership Responsibilities (Manager Role)
- Lead, coach, and mentor a team of Customer Success Managers, ensuring continuous development, performance improvement, and career growth
- Establish a high-performance culture focused on accountability, customer outcomes, and collaboration
- Drive key business KPIs, including revenue growth, customer retention and renewals, and adoption milestones
- Scale customer success operations to drive consistent and sustainable outcomes
Experience & Qualifications
- 11+ years of experience in Customer Success, Account Management, or related fields
- Proven leadership experience managing and developing teams in complex, matrixed organizations
- Strong domain expertise in Supply Chain Management (SCM), enabling strategic advisory and transformation leadership
- Proven success in renewals, expansion, and upsell strategies within subscription models
Core Competencies
- Executive leadership and stakeholder management
- Strong people management and team development
- Strategic thinking and business alignment
- Program and project management excellence
- Commercial mindset with growth focus
Work Conditions
- Expected Travel: 0 - 10%
- Career Status: Management
- Employment Type: Regular Full Time
Location
Dubai, AE
