Customer Success Manager – Arabic Speaker

About the role

Our client, a leading technology organization delivering managed IT services and enterprise solutions, is looking for an experienced Customer Success Manager who speaks Arabic. The role will build and lead the new Customer Success function, ensuring clients receive maximum value, adoption, and long‑term satisfaction.

Key responsibilities

• Define adoption, retention and value‑realisation frameworks for the newly created Customer Success function.
• 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.
• Act as the primary liaison between Sales, Technical Delivery, Finance, GRC and Operations to meet client commitments.
• Manage and resolve critical customer escalations promptly to protect key account relationships.
• Monitor customer health scores, CSAT/NPS and ITSM KPIs, providing insights and recommendations to technical and executive stakeholders.
• Lead the expansion of the Customer Success department, establishing quality standards and fostering knowledge sharing.

Required profile

• Bachelor’s degree in Business Administration, Customer Relationship Management or a related field.
• 5+ years of experience in Customer Success, Account Management or a similar client‑facing role.
• Proven track record managing complex enterprise accounts and multiple stakeholders.
• Experience in managed IT services, technology solutions or enterprise software environments.
• Familiarity with customer health scoring, CSAT/NPS, adoption and value‑realisation frameworks is preferred.
• Strong commercial awareness and ability to identify growth opportunities.

Required skills

• ITIL
• ITSM