Customer Success Manager - Arabic Speaker

Our client is a leading technology organization providingmanaged IT services and enterprise technology solutions to a diverse portfolioof clients.

They are seeking an experienced Customer SuccessManager to establish and develop the Customer Success function, withresponsibility for strengthening customer relationships, driving valuerealization, improving adoption and experience, and supporting long-term clientretention.

The role will act as a key link between Sales, ServiceDelivery, Finance, Operations, and Project Delivery, ensuring that clientsreceive the value and service commitments agreed to them while proactivelyidentifying risks, improvement opportunities, and potential account growth.

Key Responsibilities

·       Defineadoption, retention, and value-realization frameworks to build out the newlyestablished Customer Success function and provide strategic input on accountdevelopment plans.

·       Ownthe overall customer lifecycle, proactively tracking client usage metrics,identifying renewal/churn risks, and surfacing commercial expansion and upsellopportunities.

·       Conductregular service reviews with client leadership covering SLA performance, openrequests, incidents, and continuous improvement actions.

·       Serveas the primary focal point between Sales, Technical Delivery, Finance, GRC, andOperations to ensure delivery against client commitments.

·       Manageand resolve critical customer escalations in a timely, effective manner toprotect key account relationships and maintain long-term client trust.

·       Monitorcustomer health scores, CSAT/NPS performance, and ITSM KPIs to deliver clearinsights and recommendations to both technical and executive stakeholders.

·       Leadthe build-out of the Customer Success department as the unit expands,establishing quality standards and supporting continuous knowledge sharingacross team members

Requirements

·       Bachelor'sdegree in Business Administration, Customer Relationship Management, or arelated discipline.

·       Customer Success, Account Management, ITIL,or similar professional certifications are advantageous.

Experience – UAE National Candidates

·       5+ years ofrelevant professional experience.

·       Provenexperience in Customer Success, Account Management, Client Management, or asimilar client-facing role.

·       Experiencemanaging complex enterprise accounts and multiple stakeholders.

·       Previousexperience within managed IT services, technology solutions, enterprisesoftware, or a related technology environment.

·       Exposure tocustomer health scoring, CSAT/NPS, adoption, and value-realization frameworksis preferred.

·       Strongcommercial awareness and ability to identify revenue opportunities.

·       Experience withrenewal, retention, and account expansion objectives.

·       Data-drivenmindset with knowledge of ITSM frameworks and relevant KPIs.

·       Strongstakeholder management and cross-functional collaboration skills.

Experience – Expatriate Candidates

·       7+ years ofrelevant professional experience.

·       Provenexperience in Customer Success, Account Management, Client Management, or asimilar client-facing role.

·       Experiencemanaging complex enterprise accounts and multiple stakeholders.

·       Previousexperience within managed IT services, technology solutions, enterprisesoftware, or a related technology environment.

·       Experience withcustomer health scoring, CSAT/NPS, customer adoption, or value-realizationframeworks is preferred.

·       Strongcommercial awareness with the ability to identify and develop revenueopportunities.

·       Experiencemanaging or contributing to renewal, retention, and account expansion targets.

·       Data-drivenapproach with experience working with ITSM frameworks, service metrics, andKPIs.

·       Strongstakeholder management and cross-functional collaboration capabilities.

Work Location:

·       AbuDhabi

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