Chief Customer Success & Product Support

SBS; United Arab Emirates; On-site; AED 350,000 - 750,000; Full time

Job summary

SBS in the United Arab Emirates is seeking a senior leader to unite Customer Success and Product Support under one owner. You will drive onboarding through renewal, shaping a proactive, data-driven customer experience across SaaS and on-prem environments.

You'll establish operating models, governance, SLAs and escalation processes, while partnering with Engineering and Professional Services to deliver measurable value for financial-services customers in the Middle East and Africa region.

Qualifications

• 10+ years of experience in enterprise software or fintech.
• At least 5 years of leadership across Customer Success, Support or Service Delivery.
• Experience in banking or financial-services software (digital banking, open banking, payments, lending).
• Experience with SaaS and on-premise environments.
• Strong knowledge of SLA governance, major incident management and customer escalation management.
• Ability to engage credibly with senior banking executives and technical stakeholders.
• Experience across the Middle East and Africa; GCC market knowledge is valuable.
• Experience in complex, matrixed international organisations.

Responsibilities

• Lead both Customer Success and Product Support across the org.
• Define and strengthen support processes (triage, SLAs, incident management, knowledge management).
• Improve incident resolution and customer satisfaction.
• Collaborate with SaaS Operations and Engineering.
• Utilise data, AI and automation to move from reactive to proactive support.
• Build a scalable support model for growing customer base.
• Establish and run the Customer Success operating model.
• Lead onboarding reviews, service reviews and renewal planning.
• Drive customer health reviews, CSAT, NPS and Voice of Customer initiatives.
• Collaborate with Account Managers on renewals and expansion opportunities.

Skills

Leadership

Customer management

Data-driven

English fluent

Tools

Jira Service Management

ServiceNow

Gainsight

Job description

SBS in the United Arab Emirates is seeking a senior leader to unite Customer Success and Product Support under one owner. You will drive onboarding through renewal, shaping a proactive, data-driven customer experience across SaaS and on-prem environments.

You'll establish operating models, governance, SLAs and escalation processes, while partnering with Engineering and Professional Services to deliver measurable value for financial-services customers in the Middle East and Africa region.