We are looking for a Principal Customer Success Manager based in Dubai (United Arab Emirates) to join our growing team as an individual contributor. You will report to the Senior Director, Customer Success and be part of the Customer Success Team in Dubai, a group dedicated to delivering exceptional customer outcomes through data-driven solutions. This is a hybrid schedule model position.
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As the primary post-sale contact, you will use your deep customer and product knowledge to drive adoption, maximize value, and build long-term strategic partnerships. Your key responsibilities include:
- Develop trusted advisor relationships with executive sponsors to align the company's solutions with business goals.
- Report on implementation milestones for customer executives.
- Promote product capabilities and identify upsell and cross-sell opportunities.
- Demonstrate advanced features to deliver measurable business outcomes.
- Design ROI metrics to quantify solution impact.
- Address customer needs, adoption risks, and renewal strategies to boost retention.
- Manage escalations and collaborate with internal teams across functions.
- Prepare success reports and maintain thorough documentation of customer interactions.
- Experience making customers feel valued through quality service.
What we'd like to see:
- Experience managing complex customer accounts and driving adoption in a customer success or related role.
- Experience with customers' industry, decision-making process, business objectives, and strategic priorities.
- Communicate ideas clearly, build alignment across teams, and negotiate with senior leaders.
- Collaborate effectively across teams, build support for ideas, and help guide projects toward successful outcomes.
- Solid knowledge of hybrid software deployment, data warehousing, databases, and/or business intelligence solutions.
- Background in customer-facing roles with a strong focus on customer satisfaction and use improvement.
- Fluent in English with mandatory proficiency in Arabic.
Role essentials:
- Minimum of 5+ years relevant professional experience in customer success or similar field.
- BA/BS or equivalent educational background; we will consider an equivalent combination of relevant education and experience.
- Minimum 8+ years of relevant professional experience.
