Customer Success Manager (Arabic Speaker)

About the role

A leading technology organization providing managed IT services and enterprise technology solutions is looking for an experienced Customer Success Manager in Abu Dhabi. The role will set up and grow the Customer Success function, strengthen customer relationships, drive value realization and adoption, and support long-term client retention. It acts as a key link between Sales, Service Delivery, Finance, Operations and Project Delivery.

Key responsibilities

• Define adoption, retention and value-realization frameworks for the new Customer Success function and advise on account development plans.
• Own the customer lifecycle: track usage metrics, flag renewal and churn risks, and surface expansion and upsell opportunities.
• Run regular service reviews with client leadership on SLAs, open requests, incidents and improvements.
• Act as the main contact between Sales, Technical Delivery, Finance, GRC and Operations to ensure client commitments are met.
• Resolve critical escalations quickly to protect key accounts.
• Monitor customer health scores, CSAT/NPS and ITSM KPIs and share insights with technical and executive stakeholders.
• Build the Customer Success department as it grows, setting quality standards and promoting knowledge sharing.

Required profile

• Bachelor's degree in Business Administration, Customer Relationship Management or a related field.
• UAE nationals: 5+ years of relevant experience; expatriates: 7+ years.
• Proven experience in Customer Success, Account Management or Client Management, managing complex enterprise accounts and multiple stakeholders.
• Previous experience in managed IT services, technology solutions or enterprise software.
• Preferred: exposure to customer health scoring, CSAT/NPS, adoption and value-realization frameworks, and experience with renewal, retention and account expansion targets.

Required skills

• Knowledge of ITSM frameworks and relevant KPIs.
• Strong commercial awareness and stakeholder management.
• Customer Success, Account Management, ITIL or similar certification is advantageous.