Principal Customer Success Manager

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

Job summary

A leading SaaS company is seeking a Principal Customer Success Manager, a remote role based in the UAE. The candidate will focus on maximizing customer success, retention, and operational excellence by collaborating across teams and leveraging strong management skills. Key qualifications include a minimum of eight years in customer-facing roles, fluency in Arabic, and excellent stakeholder management abilities. This is a strategic position requiring a proactive approach to drive outcomes and enhance customer experience.

Qualifications

• Minimum of eight years of customer-facing program/project manager experience.
• Ability to manage technical and complex customer issues.
• Strong risk management and mitigation skills.
• Organized and methodical with excellent follow-up.

Responsibilities

• Be dedicated to a single customer or a portfolio of large customers.
• Partner with the customer to understand business goals.
• Manage end-to-end post-sales engagement.
• Provide guidance on utilizing products effectively.
• Work across the organization to communicate value created.

Skills

Customer-facing program/project management

Fluency in Arabic

Proficiency in English

Stakeholder management

Risk management

Interpersonal and communication skills

Analytical skills

Organizational skills

Detail-oriented

Education

Degree in Human Resources, Business, or Organizational Development

Job description

We're looking for a

Principal Customer Success Manager

This role is 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 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.