Principal Customer Success Manager

Cornerstone Research; Remote; AED 120,000 - 200,000; Full time

Job summary

A leading technology solutions provider is seeking a Principal Customer Success Manager in the UAE. This key role focuses on maximizing customer success and retention while ensuring operational excellence. The ideal candidate will have a strong background in technology and experience managing senior stakeholders. Responsibilities include collaborating with internal teams, managing customer engagements, and providing strategic insights to enhance the customer experience. Candidates must be fluent in Arabic and proficient in English with at least 8 years of relevant experience.

Qualifications

• 8+ years of customer-facing program/project management experience.
• Ability to manage complex customer critical issues.
• Strong stakeholder management skills.

Responsibilities

• Maximize customer success and retention.
• Drive operational excellence.
• Collaborate with internal teams for customer initiatives.
• Manage post-sales engagement and monitor deliverables.

Skills

Customer-facing experience

Fluent in Arabic

Proficient in English

Detail-oriented

Interpersonal skills

Analytical skills

Project management

Risk management

Education

B.A./B.S. degree in Human Resources, Business, or Organizational Development

Job description

We’re looking for a

Principal Customer Success Manager

Remote, United Arab Emirates

This role is available in UAE only

The objective of the Principal CSM is to maximize customer success and retention while driving operational excellence to ensure customers realize the full value of their investment in Cornerstone.

The role spans technology, consulting, and operations management, and requires the successful candidate to have a strong background in technology/Software as a Service, as well as upwardly facing stakeholder management skills. This is a key senior position working closely with both technologists and senior functional and business leaders.

The Principal CSM will be a key customer post-sales point of contact, funneling customer requests and maintaining a comprehensive view of engagements and outcomes. This role will effectively collaborate cross-functionally and champion customer initiatives through extended internal teams, such as Account Management, Product Management, Engineering, and Support, while aligning to the Cornerstone company strategy. By providing a world class experience and maintaining a proactive focus on product optimization, adoption and engagement, the Principal CSM drives outcomes leading to retention, growth, and advocacy.

In this role you will:

• Be dedicated to a single customer or a portfolio of large, strategic customers to ensure the highest level of Service, Support and Success.
• Partner with the customer and internal teams to understand customer’s current and future business goals and challenges and translate that into people, product, and process strategies to improve their overall Cornerstone experience.
• Collaborate with Account Management, Engineering, Product, and other internal teams to set outcomes and measurable objectives with the customer.
• Provide best‑practice advice on moving to a skills-based organization.
• Establish a high‑touch communication cadence with both the customer and internally aligned resources.
• Manage end to end post‑sales engagement from initial planning to execution and evaluation. Monitor progress, milestones, and deliverables, ensuring alignment with customer expectations and company goals.
• Provide guidance on utilizing Cornerstone products, promoting adoption, and delivering quantifiable value.
• Provide industry insights, guidance, and recommendations to drive customer strategic outcomes.
• Work across the customer’s business organization to communicate the value created to their team and executives.
• Share knowledge and insights with the internal team to drive innovation.
• Work closely with customers and Account Management to maximize opportunities for expansion, upsell, and cross sells as well as renewals.
• ... and being the rockstar you are, you will be willing to take on additional responsibilities as needed.

You’ve got what it takes if you...

• Have a minimum of eight years of customer-facing program/project manager experience with the ability to work closely with both technical teams and business focused stakeholders.
• Are fluent in Arabic and highly proficient in English.
• Have demonstrated ability to manage difficult technical and complex customer critical issues.
• Are highly detail-oriented and able to manage multiple engagements simultaneously with strong risk management and mitigation skills.
• Have a good understanding and interest in the Learning domain, trends, actors…and willingness to develop expertise in the Talent Experience space.
• Have the ability to build relationships and manage senior stakeholders effectively.
• Are organized and methodical with excellent follow‑up to meet customer expectations and deadlines.
• Have excellent interpersonal, communication, presentation, consulting, and analytical skills.
• Have passion for customer success and are delivery focused and service oriented with an entrepreneurial mindset of being able to drive continuous improvement and optimization.
• Enjoy working in a fast‑paced, dynamic organization.
• Are able to adapt changes in roles and responsibilities.
• Have a B.A./B.S. degree or equivalent professional experience in Human Resources, Business, Organizational Development or other applicable field.
• Are able to travel up to 10‑20%.

Extra dose of awesome if you have..

• Strong technical and functional understanding around cloud Learning solutions, operating concepts and infrastructure.
• Experience with skills technologies, or with Human Capital Management/Human Resources Information Management system implementations.
• MBA or other graduate degree.

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

Total Rewards:

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short‑ and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full‑time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: - AED.

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