Head of Customer Success

About the role

We are seeking a Head of Customer Success to lead our fast‑growing AI technology business in the United Arab Emirates. The role combines strategic account ownership with building and managing a high‑performing customer success team, driving adoption, retention and expansion across enterprise clients.

Key responsibilities

• Own and manage a portfolio of strategic enterprise accounts, ensuring adoption, retention and growth.
• Lead, mentor and develop Customer Success Managers and Deployment Engineers, fostering a customer‑centric culture.
• Design and implement scalable success frameworks, including onboarding, health scoring, playbooks and performance standards.
• Act as primary escalation point for complex issues, driving resolution and maintaining strong client relationships.
• Conduct executive business reviews, strategic planning sessions and stakeholder meetings.
• Collaborate with senior leadership on customer health initiatives, product feedback and operational excellence.
• Support recruitment, onboarding and talent development as the organization expands.
• Bridge customer‑facing teams with technical implementation resources to ensure successful project delivery.

Required profile

• Previous hands‑on technical implementation experience (e.g., Solutions Engineer, Deployment Engineer, Technical Implementation Consultant).
• Proven leadership experience managing, coaching and developing teams.
• Strong track record of managing complex enterprise relationships throughout the full customer lifecycle.
• Experience building customer success processes and frameworks from the ground up in fast‑paced environments.
• Excellent verbal and written English communication skills, capable of engaging with executives.

Required skills

• APIs
• Webhooks
• Integrations
• Software implementation processes