The company's Infrastructure Industries Customer Success organisation is seeking a Senior Customer Success Manager to join the EMEA Customer Success team, supporting strategic cloud customers across the United Arab Emirates and Kingdom of Saudi Arabia. This role sits within Infrastructure Industries Customer Success, covering Construction & Engineering and Utilities. You will manage a portfolio of strategic customers, acting as their primary point of contact throughout the customer lifecycle and helping them realise long-term value from their investments.
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Responsibilities
What you will do:
- Act as the primary Customer Success Manager for a portfolio of strategic cloud customer accounts.
- Build trusted advisor relationships with customer executives, business stakeholders, and technical teams.
- Lead Executive Business Reviews, Quarterly Success Reviews, operational reviews, and account planning activities.
- Monitor customer health, identify risks, and implement mitigation plans.
- Coordinate resources to support timely resolution of customer issues and escalations.
- Advocate for customer needs across the company and provide visibility into customer priorities, objectives, and operational challenges.
- Promote adoption of products, support services, and best practices.
- Partner with Sales and Customer Success teams to support renewals and expansion opportunities.
- Drive customer satisfaction, retention, advocacy, and long-term strategic relationships.
Requirements
What you will bring:
- Bachelor’s degree or equivalent experience.
- 10+ years of experience in Customer Success, Technical Account Management, Enterprise Support, Consulting, or a related customer-facing role.
- Experience managing strategic or enterprise-level customer relationships.
- Strong executive communication, presentation, and relationship management skills.
- Business and technical acumen, with the ability to engage confidently with executive sponsors, business stakeholders, and technical teams.
- Knowledge of cloud technologies, SaaS applications, enterprise software, infrastructure, or solutions.
- Experience working with customers in Construction & Engineering, Utilities, Energy, or other asset-intensive industries is preferred.
- Fluent English language skills are required; Arabic language skills are preferred.
- Willingness to travel up to 25%.
This role offers the opportunity to work with strategic cloud customers across various industries and to influence customer outcomes positively through collaboration with cross-functional teams.
