Customer Success Manager

The Customer Success Manager owns the success and technical strategy for the company's most strategic service and contact center customers in the Middle East. This individual contributor role blends executive-level advisory with hands-on technical leadership to drive adoption, measurable business outcomes, and long-term retention. You will guide the transformation from legacy operations to modern, AI-enabled workflows, ensuring the company's platform delivers maximum value. This is a customer-centric role focused on service delivery and success—not sales.

Key Responsibilities

• Serve as an executive sponsor for key accounts, building trusted relationships with senior stakeholders.
• Facilitate quarterly business reviews (QBRs) to showcase ROI, adoption progress, and strategic recommendations.
• Act as the primary success partner for enterprise service/CX accounts; lead QBRs and success planning.
• Align the company's Care solutions (Case Management, Smart Responses, Bot Framework, Agent Assist) with customer goals (AHT, CSAT, FCR, deflection).
• Map legacy contact center processes to modern workflows; oversee architecture audits and optimization.
• Deliver enablement programs, playbooks, and ROI dashboards; monitor adoption and health metrics.
• Manage technical escalations, mitigate risks, and influence the product roadmap based on customer feedback.
• Coordinate complex programs (voice rollout, CRM integrations, compliance) across IT, business teams, and vendors.

Qualifications

• Bachelor’s degree (MBA preferred); 8+ years in Customer Success, CCaaS, or CX consulting.
• Deep knowledge of contact center operations, metrics, and change management.
• Experience with major service platforms (Salesforce Service Cloud, NICE, Genesys, Zendesk).
• Strong technical acumen, program management skills, and regional experience; Arabic is Mandatory.

Location
Qatar - Doha.