Director of Customer Success - Dubai Applications

About the role

Euromonitor International is looking for a strategic, commercially minded Director of Customer Success to build and lead its global Customer Success function. The role defines the vision, operating model and future direction of Customer Success across a global business, working closely with Account Management, Sales, Product and Marketing. The role location is open to either London or Dubai; candidates applying for London use a separate application link.

Key responsibilities

• Build and scale a global Customer Success function: define the strategy, operating model and ways of working, set up customer segmentation and coverage models, and create scalable governance and best practices.
• Own the post-sale customer journey: create consistent onboarding programmes, develop customer success planning processes and build education, engagement and adoption programmes.
• Implement a global customer health framework based on adoption, engagement and usage data, and develop proactive risk identification and intervention models.
• Use customer insights to find drivers of churn and friction, and provide intelligence that supports renewal strategies.
• Partner with Account Management to turn adoption trends and unmet needs into expansion opportunities, and measure Customer Success's contribution to account growth.
• Lead and coach a global team, develop future capability, set career pathways and performance expectations, and foster a culture of accountability and customer focus.

Required profile

• Experienced Customer Success leader who has built, transformed or scaled global customer-facing functions in subscription or recurring revenue businesses.
• Significant leadership experience in Customer Success, Customer Experience or post-sales organisations.
• Experience in SaaS, subscription, data, information services, technology or recurring revenue environments.
• Proven track record of improving onboarding, adoption, engagement, retention and customer outcomes.
• Experience designing customer segmentation strategies, customer journeys and scalable operating models.
• Success leading geographically distributed teams and influencing senior leaders across Commercial, Product and Sales.

Required skills

• Knowledge of modern Customer Success technologies, analytics platforms and AI-enabled customer engagement tools.
• Ability to use customer health, behavioural and usage data to drive decision-making.