Customer Success Manager
Abu Dhabi Emirate, United Arab Emirates · Full Time
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- Salary
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- Openings
- 1
- Posted
- 1 week ago
- Work mode
- In office
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Job description
Overview
Our client, a prominent Systems Integrator based in Abu Dhabi, is seeking a Customer Success Manager to oversee customer value delivery, promote adoption, ensure retention, and enhance experience throughout their client portfolio. This role is strategic and hands-on, requiring leadership in developing senior client relationships, conducting structured service reviews, monitoring customer health and value realization, and serving as a liaison among Sales, Service Delivery, Finance, Operations, and Governance Risk and Compliance (GRC).
Key Responsibilities
- Establish and maintain trusted relationships with senior clients.
- Conduct regular, structured service reviews to gauge customer satisfaction and engagement.
- Track and report on customer health metrics and value realization to ensure business goals are met.
- Act as the primary interface bridging Sales, Service Delivery, Finance, Operations, and GRC teams.
- Identify and proactively address risks related to contract renewals and client churn.
- Highlight and pursue opportunities for account growth and expansion.
- Lead and help shape the evolving Customer Success function within the organization.
Required Skills and Experience
- Demonstrated experience in customer success, account management, or client-facing service roles.
- Background in managed IT services, technology solutions, enterprise software, or related B2B technology sectors.
- Strong relationship management capabilities with expertise handling complex accounts and multiple senior stakeholders.
- Proven track record in driving adoption, enhancing retention, securing renewals, and fostering expansion among enterprise clients.
- Familiarity with IT Service Management (ITSM) frameworks, service Key Performance Indicators (KPIs), and navigating cross-functional delivery environments.
- Skilled in managing escalations, effectively communicating with both technical and non-technical stakeholders, and coordinating efforts among diverse internal teams.
- Certifications such as Certified Customer Success Manager (CCSM), Certified ScrumMaster (CSM) Practitioner, ITIL, or credentials in account management would be a significant advantage.
Additional Information
Qualified candidates interested in this opportunity are encouraged to submit their applications to express their interest.