Head of Support & Customer Success

SBS; United Arab Emirates; On-site; AED 350,000 - 750,000; Full time

Job summary

SBS in the United Arab Emirates is seeking a senior leader to unite Customer Success and Product Support under one owner. You will drive onboarding through renewal, shaping a proactive, data-driven customer experience across SaaS and on-prem environments.

You'll establish operating models, governance, SLAs and escalation processes, while partnering with Engineering and Professional Services to deliver measurable value for financial-services customers in the Middle East and Africa region.

Qualifications

• 10+ years of experience in enterprise software or fintech.
• At least 5 years of leadership across Customer Success, Support or Service Delivery.
• Experience in banking or financial-services software (digital banking, open banking, payments, lending).
• Experience with SaaS and on-premise environments.
• Strong 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 market knowledge is valuable.
• Experience in complex, matrixed international organisations.

Responsibilities

• Lead both Customer Success and Product Support across the org.
• Define and strengthen support processes (triage, SLAs, incident management, knowledge management).
• Improve incident resolution and customer satisfaction.
• Collaborate with SaaS Operations and Engineering.
• Utilise data, AI and automation to move from reactive to proactive support.
• Build a scalable support model for growing customer base.
• Establish and run the Customer Success operating model.
• Lead onboarding reviews, service reviews and renewal planning.
• Drive customer health reviews, CSAT, NPS and Voice of Customer initiatives.
• Collaborate with Account Managers on renewals and expansion opportunities.

Skills

Leadership

Customer management

Data-driven

English fluent

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.