Head of Customer Success and Onboarding

Wonderful; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading technology firm in Dubai is seeking an experienced Program Manager to lead the implementation of AI agents for clients. You will manage complex projects, ensuring successful delivery and building strong relationships with stakeholders. Ideal candidates will have over 5 years of experience in program management within enterprise SaaS or AI environments, and be fluent in Arabic and English.

Qualifications

• 5+ years in Program Management, Technical Project Management, or Technical Customer Success.
• Proven hands-on delivery experience in complex enterprise programs.
• 2+ years in leadership experience managing Program Manager teams.

Responsibilities

• Own the end-to-end delivery of agent implementations.
• Lead large, multi-stakeholder enterprise implementations.
• Support clients through onboarding and renewals.

Skills

Program Management

Technical Project Management

Stakeholder Management

Communication Skills

Technical Acumen

Job description

Responsibilities

• Own the end-to-end delivery of agent implementations across our clients. From turning their needs into timelines and deliverables, coordinating between AI engineers and client teams and overall ensuring that all AI agents will be successfully launched on time.
• Lead large, multi-stakeholder enterprise implementations- run cross-functional meetings, own the Gantt (milestones, dependencies, owners), and keep client teams aligned.
• Support and guide clients through onboarding, adoption, renewals, and expansion
• Build strong relationships with clients, manage their expectations and create constant alignment.
• Drive both execution and leadership: manage programs directly while establishing and scaling the local client-facing team, including building and leading CS, Implementation, and Program Management functions.
• Serve as the primary point of contact for strategic customers, ensuring long term collaboration.
• Take a hands-on role in implementation and overseeing configuration, testing, optimization of AI agents, and needed integrations.
• Manage risks, handle escalations and remove blockers to keep programs on track.

Qualifications

• 5+ years in Program Management, Technical Project Management, or Technical Customer Success in enterprise SaaS, AI, or related tech.
• Proven hands-on delivery experience in complex, technical enterprise programs (not only oversight).
• 2+ years in leadership- experience hiring, managing, and scaling Program Manager teams.
• Experience building new functions or operations in growth-stage companies or new geographies.
• Native Arabic language and professional English skills (written and spoken).
• Strong technical acumen - APIs, cloud platforms, enterprise IT integrations.
• Excellent communication, stakeholder management, and executive presence.
• Outcome-driven, independent, and equally comfortable rolling up your sleeves and shaping long-term strategy.