Director Customer Success

United Arab Emirates, United Arab Emirates

https://www.mncjobsgulf.com/company/damac-properties

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Job Description

Degree Level: Bachelor's Degree
:
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.