Director-Customer Success

DAMAC Properties; United Arab Emirates; On-site; AED 300,000 - 450,000; Full time

Job summary

A leading property developer in the UAE seeks a Director of Customer Success to build a world-class customer success function. The role involves developing customer success strategies, establishing client relationships, and leading a high-performing team. Candidates should have 10+ years in customer success, a strong understanding of AI and cloud technologies, and excellent communication skills. This position is key to ensuring customer satisfaction and retention.

Qualifications

• 10+ years of experience in customer success or account management.
• Strong understanding of AI/ML technologies and cloud infrastructure.
• Proven track record in driving customer satisfaction and retention.

Responsibilities

• Develop and implement a scalable customer success strategy.
• Design and oversee seamless onboarding processes.
• Build trusted advisor relationships with key clients.
• Drive product adoption and usage.
• Establish and track customer health metrics.
• Work closely with cross-functional teams.
• Champion customer feedback for improvements.
• Build and mentor a high-performing customer success team.

Skills

Customer success strategy development

Account management

Stakeholder management

AI/ML technologies understanding

Communication skills

Job description

TheDirector–Customer Successwill 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.