Head of Support & Customer Success

SBS; Dubai; On-site; AED 500,000 - 800,000; Full time

Job summary

SBS is seeking a senior leader to unite Customer Success and Product Support under one ownership, driving onboarding through renewal with a unified customer experience. You will set the strategy, establish operating models, and partner with engineering and services to deliver measurable value.

You will lead across regions, balance SaaS and on-prem environments, and use data-driven methods to improve CSAT and retention while guiding strategic customer engagements.

Qualifications

• 10+ years of experience in enterprise software or fintech.
• At least 5 years of leadership across Customer Success, Support or Service Delivery.
• Strong experience in banking or financial-services software (digital banking, payments or lending).
• Experience supporting SaaS and customer-managed/on-premise environments.
• Knowledge of SLA governance, major incident management and customer escalation management.
• Ability to engage credibly with senior banking executives and technical stakeholders.
• Experience across the Middle East and Africa; GCC banking market knowledge is valuable.
• Experience in complex, matrixed international organisations.

Responsibilities

• Lead Product Support: define and strengthen support processes across triage, SLAs, incident and problem management, root-cause analysis and knowledge management.
• Improve incident resolution, service quality and customer satisfaction.
• Coordinate with SaaS Operations and Engineering.
• Use monitoring, data, AI and automation to move support from reactive to proactive.
• Build a scalable support model as the customer base grows.
• Establish and run the Customer Success operating model.
• Define customer segmentation, playbooks, account planning and health scoring.
• Lead onboarding reviews, service reviews, Executive Business Reviews and renewal planning.
• Foster collaboration across SBS product lines and regions.
• Own the customer experience across Support, CS and delivery teams.
• Lead escalations through resolution and ensure transparency around incidents and roadmaps.
• Partner with Professional Services for smooth transitions from implementation to ongoing support.
• Drive CSAT, NPS and Voice of Customer initiatives; improve product adoption and demonstrate ROI.
• Support renewals and identify expansion opportunities with Account Managers.

Skills

Leadership experience across CS/SS

Enterprise software / fintech

SaaS and on-premise environments

Banking/financial-services software

Data-driven / operational approach

Stakeholder communication

ITIL practices

Jira Service Management

ServiceNow

Gainsight (CS platform)

APIs / cloud platforms / mobile apps

English fluency; Arabic/French a plus

Tools

Jira Service Management

ServiceNow

Gainsight

Job description

This is a leadership role bringing together Customer Success and Product Support under one owner. The successful candidate will be responsible for ensuring our customers receive an exceptional experience from onboarding and go-live through adoption, support, satisfaction, retention and renewal.

The role will have direct leadership responsibility across Customer Success and Product Support while coordinating with shared support and maintenance teams.

What you'll be responsible for

Lead Product Support

• Define and strengthen support processes across triage, prioritisation, SLAs, incident and problem management, root-cause analysis and knowledge management.
• Improve incident resolution, service quality and overall customer satisfaction.
• Work closely with SaaS Operations and Engineering.
• Use monitoring, data, AI and automation to move support from reactive to proactive.
• Build a scalable support model as the customer base grows.

Build and lead Customer Success

• Establish and run the Customer Success operating model.
• Define customer segmentation, engagement playbooks, account planning and customer health scoring.
• Lead onboarding reviews, service reviews, Executive Business Reviews and renewal planning.
• Build strong Customer Success collaboration across SBS product lines and regions.

Own the customer experience

• Act as a key point of accountability for customer experience across Support, Customer Success and delivery teams.
• Lead critical customer escalations through resolution.
• Ensure transparency and predictability around incidents, releases and roadmap commitments.
• Partner with Professional Services to ensure smooth transition from implementation to ongoing support.

Drive customer satisfaction, retention and adoption

• Run proactive customer health reviews and identify risks early.
• Drive CSAT, NPS and structured Voice of Customer initiatives.
• Improve product and feature adoption.
• Demonstrate measurable value and ROI to senior customer stakeholders.
• Work with Account Managers to support renewals and identify expansion opportunities.

What we're looking for

• 10+ years of experience in enterprise software or fintech.
• At least 5 years of leadership experience across Customer Success, Support or Service Delivery.
• Strong experience within banking or financial-services software, ideally covering areas such as digital banking, open banking, payments or lending.
• Experience supporting both SaaS and customer-managed/on-premise environments.
• Strong knowledge of SLA governance, major incident management and customer escalation management.
• Ability to engage credibly with senior banking executives as well as technical stakeholders.
• Experience working across the Middle East and Africa; knowledge of the GCC banking market would be highly valuable.
• Experience working successfully within complex, matrixed international organisations.

Skills that will help you succeed

• Strong operational and data-driven approach to customer management.
• Working knowledge of ITIL practices and support platforms such as Jira Service Management or ServiceNow.
• Exposure to Customer Success platforms such as Gainsight or equivalent.
• Enough technical depth to work effectively with Engineering teams on issues involving APIs, cloud platforms and mobile applications.
• Strong understanding of banking operations and regulated financial-services environments.
• Clear and confident communication skills.
• Fluent English; French or Arabic would be an advantage.