Customer Success Manager

Client of Forsyth Barnes; Abu Dhabi; On-site; AED 268,000 - 424,000; Full time

Job summary

Unknown company in Abu Dhabi is seeking a Customer Success Manager to drive post-sales value across a portfolio of enterprise clients using AI-driven platforms. You will translate strategic business goals into implementation plans, ensure adoption, measure outcomes and escalate risks.

The role requires coordinating cross-disciplinary teams, managing retention, expansion and customer satisfaction, and presenting insights to executives.

Qualifications

• Minimum 5 years' experience in customer success, account management or post-sales roles within enterprise SaaS or AI/ML product environments.
• Proven experience managing complex, multi-stakeholder enterprise deployments and integrations.
• Strong analytical skills with experience using product usage and business metrics to drive decisions.
• Excellent verbal and written communication skills, including executive-level presentation capability.
• Track record of achieving retention, expansion and customer satisfaction targets.
• Bachelor's degree in a relevant discipline; technical or business postgraduate qualifications are advantageous.
• Right to work in the UAE and willingness to be based in Abu Dhabi.

Responsibilities

• Own day-to-day relationships for a set of named enterprise accounts serving as the customers primary advocate post-sale
• Create and execute account plans that map product capabilities to customer KPIs and timelines
• Lead onboarding training and enablement activities to accelerate time-to-value
• Coordinate product engineering and services teams to resolve implementation blockers and deliver milestones
• Monitor adoption usage and health metrics and implement remediation plans for at-risk accounts
• Collect structured feedback and use cases to influence product enhancements and roadmap decisions
• Identify and operationalise upsell and renewal opportunities within assigned accounts
• Prepare and present quarterly business reviews and adoption reports to executive stakeholders

Skills

Customer success

Account management

Stakeholder management

Analytical skills

Executive communication

Presentation skills

Education

Bachelor's degree in a relevant discipline

Postgraduate qualifications advantageous

Job description

About Us

This organisation develops domain-specific artificial intelligence products that transform large-scale data and compute into actionable solutions for finance healthcare energy and climate Headquartered in Abu Dhabi the organisation delivers applied AI platforms for investment intelligence clinical decision support environmental scenario modelling and enterprise operations The team combines applied research with product engineering to deploy AI into regulated and enterprise environments and contributes to regional language-model initiatives and open research collaborations

Job Description

The Customer Success Manager will drive post-sales value realisation across a portfolio of enterprise clients using AI-driven platforms The role requires translating strategic business goals into implementation plans ensuring adoption measuring outcomes and escalating technical or commercial risks The successful candidate will coordinate cross-disciplinary teams to remove obstacles identify expansion opportunities and represent customer priorities to product leaders Success is measured by retention rates product engagement metrics and customer-reported business impact

Key Responsibilities

• Own day-to-day relationships for a set of named enterprise accounts serving as the customers primary advocate post-sale
• Create and execute account plans that map product capabilities to customer KPIs and timelines
• Lead onboarding training and enablement activities to accelerate time-to-value
• Coordinate product engineering and services teams to resolve implementation blockers and deliver milestones
• Monitor adoption usage and health metrics and implement remediation plans for at-risk accounts
• Collect structured feedback and use cases to influence product enhancements and roadmap decisions
• Identify and operationalise upsell and renewal opportunities within assigned accounts
• Prepare and present quarterly business reviews and adoption reports to executive stakeholders

Other

Other This role Offers significant exposure to senior clients in regulated industries and the chance to shape enterprise AI deployments at scale Candidates with a bias for action technical empathy and experience in cross-functional stakeholder management will be highly competitive

Eligibility & Requirements

Minimum 5 years' experience in customer success, account management or post-sales roles within enterprise SaaS or AI/ML product environments. Proven experience managing complex, multi-stakeholder enterprise deployments and integrations. Strong analytical skills with experience using product usage and business metrics to drive decisions. Excellent verbal and written communication skills, including executive-level presentation capability. Track record of achieving retention, expansion and customer satisfaction targets. Bachelor's degree in a relevant discipline; technical or business postgraduate qualifications are advantageous.

Right to work in the UAE and willingness to be based in Abu Dhabi.