Manager, Customer Success, MEA

Maxar; Dubai; Hybrid; AED 450,000 - 750,000; Full time

Job summary

Maxar in Dubai seeks an experienced Head of MEA Customer Success to own strategic government relationships, drive health, adoption and renewal risk management across a portfolio of critical customers. You will coordinate cross-functional teams, provide regional leadership, deliver executive updates, and develop success plans to maximize value of Vantor platforms like Hub, Nexus, Sentry, RAP and DAF.

Some travel may be required; onboarding in the United States for deep product knowledge could be

Qualifications

• Experience leading customer success, customer operations, technical account management, or strategic customer support teams.
• Demonstrated experience managing customer relationships within enterprise software, SaaS, geospatial, intelligence, defense, or government environments.
• Strong people leadership experience with the ability to coach, develop, and motivate teams.
• Excellent operational and analytical skills, with experience producing executive-level reporting and dashboards.
• Strong technical aptitude and ability to quickly learn complex software platforms.
• Excellent communication and stakeholder management skills.

Responsibilities

• Own the MEA Customer Success function, leading a team and aligning with regional priorities.
• Serve as the primary customer advocate for strategic government customers across the region.
• Develop customer success plans to improve adoption, retention, and long-term value realization.
• Coordinate executive business reviews and provide timely updates to leadership.
• Partner with Sales Ops, Product Eng, and Finance to improve cross-functional processes.
• Produce dashboards and reports covering health, adoption, renewal risks, and engagement.

Skills

Customer success leadership

Executive reporting

Cross-functional leadership

Enterprise software

Government industry

Stakeholder management

Tools

Hub

Nexus

Sentry

RAP

DAF

Job description

What You ll Do

Own Strategic Customer Relationships

• Serve as the primary Customer Success lead for a portfolio of strategic government customers across the MEA region
• Build trusted relationships with operational users, technical teams, and executive stakeholders
• Conduct regular operational reviews, quarterly business reviews, and executive engagement sessions
• Maintain a high level of responsiveness for operational issues and mission-critical customer needs

Drive Customer Health amp Adoption

• Monitor customer health, product adoption, usage trends, and satisfaction
• Develop customer success plans that improve adoption, retention, and long-term value realization
• Identify risks early and coordinate cross-functional action plans to resolve issues
• Ensure customers receive maximum value from Vantor s products and services

Provide Technical amp Operational Customer Support

• Act as the regional customer advocate for technical and operational matters
• Support customers using Vantor platforms including Hub, Nexus, Sentry, RAP and DAF while coordinating specialist support where required
• Interface directly with Product Engineering Help Desk and Technical Support teams to ensure timely issue resolution
• Gather complete technical information to accelerate problem resolution and reduce unnecessary escalation cycles
• Coordinate customer onboarding, operator training, and replacement user training

Support Commercial Growth

• Partner with Strategic Account Managers and Account Executives to support renewals and long-term customer retention
• Identify expansion, cross-sell and upsell opportunities through strong customer engagement
• Maintain a deep understanding of customer priorities and align product capabilities with evolving operational needs
• Support commercial negotiations through customer insight and operational knowledge

Operational Excellence amp Reporting

• Own the monthly Customer Success operational reporting process for the region
• Produce dashboards and reports covering customer health, support metrics, product adoption, renewal risks, customer engagement, and operational performance
• Analyze trends and recommend improvements that increase efficiency, consistency, and customer satisfaction
• Lead continuous process improvement initiatives across Customer Success driving standardization, automation and operational maturity
• Partner with Sales Operations Product Engineering and Finance to improve cross-functional processes and reporting

Customer Insight amp Voice of Customer

• Develop a deep understanding of customer missions, workflows, and operational environments
• Capture customer feedback and translate it into actionable recommendations for Product Engineering and leadership
• Serve as the voice of the customer within Vantor advocating for improvements that enhance customer outcomes

Lead the MEA Customer Success Function

• Lead coach and develop the MEA Customer Success team currently consisting of one additional Customer Success Manager creating a high-performing and customer-focused culture
• Set priorities, allocate resources and ensure consistent execution across customer accounts
• Establish best practices playbooks and operating rhythms for customer engagement and success
• Partner closely with Regional Sales leadership to align customer success activities with commercial priorities
• Serve as a strategic operational partner to the VP by preparing executive updates presentations reports and other business communications to support decision-making and stakeholder engagement
• Maintain a comprehensive understanding of regional operations strategic priorities and business opportunities proactively synthesizing information and ensuring the VP is informed of key developments
• Coordinate and support cross-functional operational initiatives by drafting correspondence briefing materials meeting agendas and other executive deliverables while tracking action items and ensuring timely follow-up

What You’ll Bring

Required Qualifications

• Experience leading customer success, customer operations, technical account management, or strategic customer support teams.
• Demonstrated experience managing customer relationships within enterprise software, SaaS, geospatial, intelligence, defense, or government environments.
• Strong people leadership experience with the ability to coach, develop, and motivate teams.
• Excellent operational and analytical skills, with experience producing executive-level reporting and dashboards.
• Strong technical aptitude and ability to quickly learn complex software platforms.
• Excellent communication and stakeholder management skills.
• Proven ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting government or defense customers.
• Experience working with secure or mission-critical environments.
• Arabic language capability is highly desirable.
• Ability to obtain required security clearances where applicable.
• Willingness to travel throughout the MEA region and internationally as required.
• Willingness to spend an initial onboarding period in the United States to develop deep product and operational knowledge.