Strategic Customer Success Lead — Enterprise IT Growth

Black Pearl; Abu Dhabi; On-site; AED 260,000 - 380,000; Full time

Job summary

Black Pearl seeks an experienced Customer Success Manager to establish and oversee the Customer Success function in the UAE. You will strengthen client relationships, drive value realization, and improve adoption and experience while supporting long-term retention.

The role links Sales, Service Delivery, Finance, Operations, and Project Delivery to ensure delivery against commitments and proactively identify risks and growth opportunities.

Qualifications

• Bachelor's degree in Business Administration or related discipline.
• Customer Success, Account Management, ITIL certifications are advantageous.
• 5+ years of relevant professional experience in Customer Success or related client-facing roles.
• Experience managing complex enterprise accounts and multiple stakeholders.
• Exposure to health scoring, CSAT/NPS, adoption, and value-realization frameworks is preferred.
• Strong commercial awareness with ability to identify revenue opportunities.

Responsibilities

• Define adoption, retention, and value-realization frameworks for the new CS function and provide input on account development plans.
• Own the overall customer lifecycle, monitor usage metrics, identify renewal/churn risks, and surface expansion opportunities.
• Conduct regular service reviews with client leadership covering SLA performance and incidents.
• Serve as the primary liaison between Sales, Technical Delivery, Finance, GRC, and Operations to ensure commitments.
• Manage and resolve critical customer escalations to protect key relationships.
• Monitor customer health scores, CSAT/NPS, ITSM KPIs, and provide insights to stakeholders.
• Lead build-out of the CS department as the unit expands, establishing quality standards and knowledge sharing.

Skills

Customer Success

Account Management

ITIL

Stakeholder management

Cross-functional collaboration

Data-driven mindset

Renewal & retention

Education

Bachelor's degree in Business Administration

Job description

Black Pearl seeks an experienced Customer Success Manager to establish and oversee the Customer Success function in the UAE. You will strengthen client relationships, drive value realization, and improve adoption and experience while supporting long-term retention.

The role links Sales, Service Delivery, Finance, Operations, and Project Delivery to ensure delivery against commitments and proactively identify risks and growth opportunities.