Manager, Customer Success, MEA

NEPSE Trading; United Arab Emirates; On-site; AED 180,000 - 300,000; Full time

Job summary

Vantor is seeking a Manager, Customer Success to lead MEA customer success operations across government and enterprise clients. You will own strategic relationships, drive adoption, health metrics, and renewal outcomes while coordinating cross-functional teams including Product, Engineering, Help Desk, and Sales operations.

The role requires strong leadership, technical aptitude, and a passion for scalable customer success in a fast-growing mission-driven organization.

Qualifications

• Experience leading customer success teams in enterprise software/SaaS environments.
• Experience managing relationships within enterprise software, geospatial, intelligence, defense, or government sectors.
• Proven ability to coach, develop and motivate teams at scale.
• Excellent operational/analytical skills with ability to produce exec-level dashboards.
• Strong technical aptitude and ability to learn complex software platforms.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Own strategic customer relationships for a portfolio of MEA government customers. Build trust with users, technical teams, and executives.
• Monitor customer health, adoption, usage trends, and retention; develop success plans to increase value.
• Provide regional technical and operational customer support across platform components (Hub, Nexus, Sentry, RAP, DAF).
• Support renewals and long-term retention; identify expansion opportunities through engagement.
• Own monthly regional customer success reporting: dashboards on health, adoption, renewals, and performance.
• Capture customer feedback and translate into actionable product/engineering input.
• Lead the MEA Customer Success function, coaching the team and establishing best practices.

Skills

Customer success leadership

Enterprise relationships

Executive/stakeholder management

Analytical reporting

Technical aptitude

Strong communication

People leadership

Job description

Vantor is forging the new frontier of spatial intelligence, helping decision makers and operators navigate what’s happening now and shape what’s coming next. Vantor is a place for problem solvers, changemakers, and go-getters—where people are working together to help our customers see the world differently, and in doing so, be seen differently. Come be part of a mission, not just a job, where you can: Shape your own future, build the next big thing, and change the world. Please review the job details below.

What We Are Seeking

Vantor is seeking a Manager, Customer Success to lead customer success across the Middle East & Africa (MEA), ensuring our customers realize maximum value from their investment while building long-term strategic partnerships. This role is both customer-facing and operational. The successful candidate will manage a portfolio of strategic accounts while leading the MEA Customer Success team, driving consistent execution, improving operational processes, and providing the reporting and insights that enable better business decisions. The ideal candidate combines strong technical aptitude with exceptional relationship management skills and has a passion for building scalable customer success practices in a fast-growing, mission-focused organization.

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 & 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 & 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 & 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 & 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 environ