Manager, Customer Success – MEA

This is a fully remote position, open to applicants in Saudi Arabia.

📋 Description

• Act as the main Customer Success lead for a portfolio of key government clients throughout the MEA region.

• Establish and nurture trusted relationships with operational users, technical teams, and executive stakeholders.

• Perform routine operational reviews, quarterly business assessments, and sessions for executive engagement.

• Assess customer health, product usage, adoption trends, and overall satisfaction.

• Create customer success strategies aimed at enhancing adoption, retention, and long-term value realization.

• Recognize risks and coordinate cross-departmental action plans to address issues.

• Provide support for customers utilizing Vantor platforms such as Hub, Nexus, Sentry, RAP, and DAF.

• Collaborate with Product, Engineering, Help Desk, and Technical Support teams to ensure prompt issue resolution.

• Oversee customer onboarding, operator training, and training for replacement users.

• Work alongside Strategic Account Managers and Account Executives to facilitate renewals and customer retention.

• Identify opportunities for expansion, cross-selling, and upselling.

• Manage monthly Customer Success operational reporting for the region.

• Generate dashboards and reports that reflect customer health, support metrics, product adoption, renewal risks, engagement, and operational performance.

• Spearhead continuous process improvement initiatives within the Customer Success domain.

• Gather customer feedback and convert it into actionable insights.

• Lead, mentor, and develop the MEA Customer Success team.

• Establish priorities, allocate resources, and set best practices and operational rhythms.

• Prepare executive updates, presentations, reports, correspondence, briefing materials, meeting agendas, and other deliverables for the VP.

• Monitor action items and ensure timely follow-up.

⛳️ Requirements

• Proven experience in leading customer success, customer operations, technical account management, or strategic customer support teams.

• Demonstrated success in managing customer relationships within enterprise software, SaaS, geospatial, intelligence, defense, or governmental settings.

• Strong background in people leadership, with the capability to coach, develop, and inspire teams.

• Exceptional operational and analytical abilities, with experience in generating executive-level reports and dashboards.

• Strong technical skills and the ability to quickly master complex software platforms.

• Excellent communication and stakeholder management capabilities.

• Proven ability to juggle multiple priorities in a fast-paced environment.

• Experience in supporting government or defense clientele.

• Familiarity with secure or mission-critical environments.

• Proficiency in the Arabic language is highly desirable.

• Ability to obtain necessary security clearances where applicable.

• Willingness to travel throughout the MEA region and internationally as needed.

• Willingness to initially spend a period of onboarding in the United States to gain in-depth product and operational knowledge.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible working arrangements.

• Competitive salary and performance-based bonuses.

• Supportive and inclusive work environment.