Job Description

The Director-Customer Success will be responsible for building and leading a world-class customer success function that ensures the successful adoption, satisfaction and retention of clients across DAMAC Digital's AI and Cloud portfolio. This role is pivotal in driving long-term customer value, deepening strategic relationships and ensuring that customers realize the full potential of our AI and Cloud solutions. The ideal candidate is a customer-obsessed leader with a strong technical foundation, high integrity and a passion for delivering exceptional client outcomes.

Key Responsibilities:

Customer Success Strategy & Execution:

Develop and implement a scalable customer success strategy aligned with business goals, ensuring high levels of customer satisfaction, retention, and growth.

Client Onboarding & Enablement:

Design and oversee seamless onboarding processes that accelerate time-to-value and ensure customers are set up for long-term success.

Relationship Management:

Build trusted advisor relationships with key stakeholders across enterprise clients, ensuring alignment with their strategic objectives.

Adoption & Value Realization:

Drive product adoption and usage by identifying opportunities to deliver additional value through AI and Cloud capabilities.

Customer Health Monitoring:

Establish and track customer health metrics, proactively addressing risks and identifying opportunities for expansion.

Cross-Functional Collaboration:

Work closely with Sales, Product, Engineering, and Support teams to ensure a unified and responsive customer experience.

Voice of the Customer:

Champion customer feedback internally to influence product development, service improvements, and strategic decisions.

Team Leadership & Development:

Build, mentor, and scale a high-performing customer success team with a culture of accountability, empathy, and excellence.

Qualifications & Experience:

10+ years of experience in customer success, account management, or client services, preferably within AI, Cloud, or enterprise SaaS environments. Strong understanding of AI/ML technologies, cloud infrastructure and enterprise IT landscapes. Proven track record of driving customer satisfaction, retention and expansion in complex, high-value accounts. Exceptional communication, stakeholder management and problem-solving skills. High level of integrity, empathy and customer-centric mindset. Experience building and scaling customer success teams in high-growth environments. Familiarity with customer success platforms, CRM systems and data-driven decision-making. * Strategic thinker with a hands-on approach and a passion for innovation.