Customer Success Manager - Arabic Speaker

About the role

Our client, a leading technology organization delivering managed IT services, is building a new Customer Success function. The Customer Success Manager will be the primary liaison between clients and internal teams, ensuring value delivery, adoption, and long‑term retention for Arabic‑speaking customers.

Key responsibilities

• Define adoption, retention and value‑realisation frameworks for the newly created Customer Success unit.
• Own the full customer lifecycle, track usage metrics, identify renewal or churn risks, and surface upsell opportunities.
• Conduct regular service reviews with client leadership covering SLA performance, open requests, incidents and improvement actions.
• Coordinate with Sales, Technical Delivery, Finance, GRC and Operations to meet client commitments.
• Manage and resolve critical escalations promptly to protect key account relationships.
• Monitor health scores, CSAT/NPS and ITSM KPIs, providing insights to technical and executive stakeholders.
• Lead the expansion of the Customer Success department, establishing quality standards and knowledge‑sharing practices.

Required profile

• Bachelor’s degree in Business Administration, CRM or a related field.
• 5+ years of experience in Customer Success, Account Management or similar client‑facing roles.
• Proven track record managing complex enterprise accounts.
• UAE national candidates preferred.

Required skills

• ITSM frameworks
• ITIL