Director Customer Success MENA

Procore Technologies; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

An established industry player is seeking a dynamic Director of Customer Success for the MENA region. In this pivotal role, you will lead a talented team dedicated to enhancing customer experiences and driving retention in a fast-paced B2B SaaS environment. Your strategic vision will guide the development of customer lifecycle plans, while your leadership will inspire a culture of success and continuous improvement. If you are passionate about fostering strong customer relationships and have a proven track record in managing geographically dispersed teams, this opportunity offers a chance to make a significant impact in a thriving company that values innovation and growth.

Benefits

Generous Paid Time Off

Healthcare Coverage

Career Development Programs

Qualifications

• 10+ years of experience in B2B SaaS, managing large teams.
• Strong analytical mindset and ability to drive customer success.

Responsibilities

• Develop strategic plans to drive customer adoption and retention.
• Manage teams focused on customer success and professional services.
• Build relationships with MENA customers to enhance engagement.

Skills

Customer Relationship Management

Analytical Skills

Leadership

Negotiation

Project Management

Strategic Planning

Empathy

Education

Bachelor's Degree

Job description

We’re looking for a Director, Customer Success MENA to join Procore’s regional team. In this role, you’ll lead, scale, and inspire a team of accomplished individuals committed to providing long-term value to our customers in the MENA region.

As a Director, Customer Success MENA, you’ll partner with cross-functional leaders globally to establish strategic customer lifecycle plans and objectives to deliver against retention and adoption targets. Responsible for Solution Engineering, Customer Success Engineers and Professional Services you embody our values of Optimism, Ownership, and Openness.

What you’ll do :

1. Develop strategic plans to drive adoption targets within each customer, as well as deliver on expansion pipeline targets; adjust strategy and plans accordingly to deliver targeted results
2. Manage the Pre Sales Solution Engineers to deliver value as part of the sales cycle supporting the sales and marketing teams
3. Develop a team of Customer Success Professionals throughout the MENA Region focused on adoption, usage, retention, and expansion
4. Manage the Professional Services delivery and Project management teams with a focus on delivering quality implementation in collaboration with partners.
5. Build deep relationships with our MENA customers, developing a strong network of champions across all key contacts
6. Utilise quantitative and analytical skills to drive action and high-impact results
7. Work closely with Global leadership to deliver excellent customer experience from sales to renewal
8. Manage KPIs, milestones, and long-term goals supportive of the overall company strategic objectives for revenue growth, gross, and operating margins
9. Ensure that we are accurately forecasting at-risk accounts, and developing execution plans to support customer retention
10. Develop and implement strategies that create a learning environment, attract and retain top performers, reduce time to proficiency, and scale the team

What we’re looking for :

1. Bachelor’s degree is preferred and / or equivalent work experience
2. 10+ years of pre or post-management experience in a B2B SaaS company, preferably large, geographically dispersed teams
3. Previous experience owning and developing strategic customer relationships
4. A deep understanding of value drivers in recurring revenue business models with experience managing or working within revenue-focused teams at a SaaS company is preferred
5. An enthusiastic and creative leader with the ability to inspire and motivate others
6. Influence through persuasion, negotiation, and consensus-building
7. Empathy for customers and passion for revenue and growth
8. An analytical and process-oriented mindset with a desire for continuous learning and improvement
9. Willingness to travel as needed

At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.

About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.

We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.