VP, Customer Success & Product Support

SBS; Dubai; On-site; AED 500,000 - 800,000; Full time

Job summary

SBS is seeking a senior leader to unify Customer Success and Product Support under one owner in a high‑growth fintech environment in Dubai. The role drives onboarding, adoption, satisfaction, retention and renewal across global customers, with accountability for experience across support, CS and delivery teams.

You will lead triage, SLAs, incident management and data‑driven improvements, partnering with Engineering and Operations to scale the support model as the customer base expands.

Qualifications

• Extensive leadership experience in enterprise software or fintech.
• Proven ability to define and run multi‑disciplinary customer programs.
• Experience in banks or financial services is highly valued.

Responsibilities

• Lead Customer Success and Product Support with end‑to‑end ownership.
• Define and strengthen processes, SLAs, incident management and knowledge sharing.
• Drive customer adoption, retention and renewal through proactive engagement.
• Collaborate with SaaS Operations, Engineering and Professional Services.
• Manage escalations and communicate roadmap commitments to customers.

Skills

Leadership

Stakeholder engagement

Data‑driven decisions

English fluency

Arabic or French advantage

Tools

Jira Service Management

ServiceNow

Gainsight

APIs and cloud platforms

Job description

SBS is seeking a senior leader to unify Customer Success and Product Support under one owner in a high‑growth fintech environment in Dubai. The role drives onboarding, adoption, satisfaction, retention and renewal across global customers, with accountability for experience across support, CS and delivery teams.

You will lead triage, SLAs, incident management and data‑driven improvements, partnering with Engineering and Operations to scale the support model as the customer base expands.