Customer Success Director

ITCAN TECHNOLOGY and DIGITAL MARKETING; Dubai; On-site; AED 350,000 - 550,000; Full time

Job summary

MoonTech in Dubai seeks an exceptional Director of Account Management & Customer Success to lead and scale relationships across strategic customers. You’ll own retention, account growth and the performance of the Customer Success team, while building a smarter, proactive approach to managing customers.

You’ll partner with Business Development, Product, Data, Operations and AI/Automation to resolve challenges, drive scalable CS processes, and turn customer insights into strategic priorities.

Qualifications

• Significant experience in Customer Success, Account Management, Strategic Accounts or similar leadership roles.
• Proven track record of owning revenue, retention and/or expansion.
• Experience managing high-value or enterprise customers and senior decision-makers.
• Demonstrated people leadership with coaching and development abilities.
• Commercially minded and analytical approach to customer management.
• Exceptional communication, negotiation and stakeholder-management skills.
• Strong organizational skills to manage multiple priorities.
• Ownership mentality with accountability.
• Ability to thrive in a fast-moving environment with evolving priorities.
• Experience using CRM or CS platforms.
• Interest in AI, automation and technology-enabled CS is valued.

Responsibilities

• Own customer revenue, retention and expansion across a portfolio of strategic accounts.
• Identify commercial opportunities, risks and churn signals early—and turn insight into action.
• Build trusted relationships with senior stakeholders, positioning MoonTech as a strategic partner.
• Lead strategic account planning, QBRs, commercial conversations and major customer escalations.
• Ensure every strategic account has clear objectives, ownership, health indicators and actionable success plans.
• Lead, coach and develop the Customer Success team, building a high-performance culture centred around ownership and accountability.
• Partner closely with Business Development, Product, Data, Operations and AI/Automation teams to solve customer challenges and deliver on commitments.
• Build scalable Customer Success processes across onboarding, account health, reporting, lifecycle management and churn prevention.
• Use CRM systems, data and AI to improve visibility, automate repetitive work and enable the team to spend more time on high-value customer interactions.
• Champion the voice of the customer internally, helping shape MoonTech's product, commercial and operational priorities.

Skills

Customer Success

Account Management

Strategic Accounts

Revenue Growth

Retention

Leadership

Communication

Stakeholder Management

Analytical Thinking

Team Coaching

Tools

CRM platforms

Job description

Director of Account Management & Customer Success

Can you spot a customer risk before it becomes a problem?
Can you turn strong relationships into long-term commercial growth?
And can you build a Customer Success team that thinks like owners, not order-takers?

If you're the kind of leader who combines commercial instinct, strategic thinking and genuine customer obsession, this could be your next big move.

At MoonTech, we're looking for an exceptional Director of Account Management & Customer Success to lead and scale relationships across our most strategic customers.

This is not simply a customer service leadership role. You'll own retention, account growth, strategic relationships and the performance of our Customer Success team, while helping us build a smarter, more proactive and scalable approach to managing customers.

What You’ll Own

• Own customer revenue, retention and expansion across a portfolio of strategic accounts.

• Identify commercial opportunities, customer risks and potential churn signals early—and turn insight into action.

• Build trusted relationships with senior and executive stakeholders, positioning MoonTech as a strategic partner rather than simply a service provider.

• Lead strategic account planning, QBRs, commercial conversations and major customer escalations.

• Ensure every strategic account has clear objectives, ownership, health indicators and actionable success plans.

• Lead, coach and develop the Customer Success team, building a high-performance culture centred around ownership and accountability.

• Partner closely with Business Development, Product, Data, Operations and AI/Automation teams to solve customer challenges and deliver on commitments.

• Build scalable Customer Success processes across onboarding, account health, reporting, lifecycle management and churn prevention.

• Use CRM systems, data and AI to improve visibility, automate repetitive work and enable the team to spend more time on high-value customer interactions.

• Champion the voice of the customer internally, helping shape MoonTech's product, commercial and operational priorities.

What We’re Looking For

• Significant experience in Customer Success, Account Management, Strategic Accounts or a comparable commercial leadership role.

• A proven track record of owning and improving revenue, retention and/or account expansion.

• Strong experience managing high-value or enterprise customers and developing relationships with senior decision-makers.

• Demonstrated people leadership experience with the ability to coach, challenge and develop high-performing teams.

• A commercially minded and analytical approach to customer management.

• Exceptional communication, negotiation and stakeholder-management skills.

• Strong organisational skills with the ability to manage multiple strategic priorities simultaneously.

• A genuine ownership mentality-you see problems, take responsibility and drive them through to resolution.

• Confidence operating in a fast-moving environment where priorities can evolve quickly.

• Experience using CRM or Customer Success platforms.

• An interest in AI, automation and technology-enabled Customer Success is highly valued.

What Success Looks Like

Revenue opportunities and churn risks are visible early. CSMs genuinely own their accounts. Executive relationships are strong and strategic. Customer insight influences decisions across the company.

And technology, data and AI enable the team to deliver significantly greater customer value at scale.

Why Join MoonTech?

We're redefining how brands collaborate with creators-replacing guesswork with real-time performance insights and smarter decision-making.

At MoonTech, you'll join a bold, diverse and collaborative team passionate about building the future of scalable influencer marketing.

We move fast, think strategically and support each other fiercely. You'll have the opportunity to shape not only how we work with our most important customers, but also how Customer Success evolves as MoonTech continues to grow.

If you want to build strategic relationships, develop exceptional teams and turn Customer Success into a genuine growth engine, we'd love to hear from you.