Customer Success Manager

Intellect Design Arena Ltd; Dubai; On-site; AED 350,000 - 650,000; Full time

Job summary

Intellect Design Arena Ltd in Dubai seeks an experienced Customer Success Manager (CSM) / Program Manager to oversee major software implementations across the Middle East, UAE.

The role bridges delivery management and strategic client relationships, with KPIs in governance, delivery, and client outcomes. You will collaborate with CXOs, cloud-native Java/J2EE architectures, and AI-enabled processes to accelerate value for leading banks.

Qualifications

• Deep knowledge in Corporate Banking / Transaction Banking.
• Background in open-architecture, Full-stack Java / J2EE, and Cloud-Native platforms.
• Proven mastery in project planning, risk management, and delivery governance.
• Strong ability to establish high-level client trust and engage CXO stakeholders.

Responsibilities

• End-to-end management and governance of multi‑million dollar banking platform implementations.
• Maintain timelines, risk mitigation, resource management, and project status.
• Drive operational efficiency without heavy handholding.
• Serve as single point of contact to executive stakeholders and CXOs.
• Focus on post-delivery success and long-term client objectives.
• Identify expansion and upselling opportunities within accounts.
• Guide onsite Tech Leads and SMEs; understand cloud-native architectures.

Skills

Corporate Banking

Full-stack Java/J2EE

Cloud-Native

Governance & Planning

Customer Centricity

AI & Process Adoption

Communication

Tools

Cloud platforms

Job description

Intellect Design Arena Ltd is a global leader in enterprise‑grade financial technology, providing cloud‑native, composable, and intelligent platforms to progressive financial institutions worldwide. Operating extensively across the Middle East with an established and rapidly growing presence in the region's premier financial hubs, we empower leading Islamic, regional, and tier‑one institutions

Driven by design thinking and first principles, our flagship architectures—including eMACH.ai, Purple Fabric, and iTurmeric—enable rapid modular adoption and intelligent, high‑efficiency workflows tailored to the evolving digital and regulatory needs of Middle Eastern banking. At Intellect, we blend deep domain expertise with cutting‑edge tech to drive digital transformation, operational efficiency, and sustainable growth for the future of regional finance. Join us to build the next generation of global fintech

Role: Customer Success Manager (CSM) / Program Manager

Location: Dubai

Experience: 15+

Domain: Corporate Banking / Transaction Banking (TB)

Job Summary:

We are seeking an experienced and dynamic Customer Success Manager (CSM) to oversee major software implementation projects across the Middle East (UAE).

This role bridges the gap between high‑level delivery management and strategic customer relationship building. While your primary performance metrics (KPIs) remain rooted in project delivery, governance, and execution, you will act as a trusted advisor to CXO‑level bank executives, ensuring the customer achieves their long‑term business objectives.

Key Responsibilities:

Delivery Management & Program Governance

• End-to-end management, planning, and governance of multi‑million dollar banking platform implementations.
• Maintain strict line‑of‑sight on timelines, risk mitigation, resource management, and project status.
• Drive operational efficiency without requiring hands‑on "spoon‑feeding" from regional leadership.

Customer Centricity & Relationship Management

• Serve as the single point of contact and trusted advisor to executive stakeholders and CXOs within client banks.
• Focus on post‑delivery customer success—ensuring the client achieves their core strategic goals beyond simple project completion.
• Leverage client relationships organically to identify expansion and upselling opportunities within the account.

Technical & Functional Oversight

• Guide and collaborate with onsite Tech Leads and Subject Matter Experts (SMEs).
• Maintain clear high‑level understanding of cloud‑native Full‑Stack Java / J2EE architectures and banking ecosystem integrations.

AI-Driven Execution & Automation Mandate

• Leverage AI & Process Automation: Proactively integrate AI‑driven workflows and tools across project governance, planning, and reporting to accelerate delivery, enhance team efficiency, and maintain high standards of delivery accuracy

Mandatory Candidate Profile & Requirements

• Domain Expertise: Deep knowledge in Corporate Banking / Transaction Banking. Candidates from commercial banking IT projects are strongly preferred
• Technical Acumen: Background in open‑architecture, Full‑stack Java / J2EE, and Cloud‑Native platforms. High ability to understand technical dependencies and challenges.
• Governance & Planning: Proven mastery in project planning, risk management, and delivery governance.
• Customer Centricity & Relationship Instinct: Proven ability to establish high‑level client trust, engage CXO stakeholders, and identify account growth opportunities through strong strategic relationship management.
• AI & Modern Process Adoption: Active proficiency in leveraging AI tools, process automation, and modern AI‑driven workflows to streamline project planning, governance, and delivery execution
• Communication: Exceptional verbal and written communication skills suitable for executive boardroom interactions.