Position Overview

The Customer Success Director will lead the customer relationship and engagement strategy across the company’s global data center portfolio, ensuring that clients achieve their operational and business outcomes through exceptional service delivery. Based in Dubai, this role will act as a key bridge between customers and internal teams—driving satisfaction, retention, and growth across enterprise and hyperscale accounts.

Key Responsibilities

Customer Relationship & Account Management

• Serve as the primary executive contact for key global and regional customers, ensuring strong, trust-based relationships.
• Lead regular strategic reviews with customers to align on performance, SLAs, and future capacity or service needs.
• Partner with Sales and Operations to ensure smooth onboarding, ongoing service excellence, and contract renewals.

Operational Excellence

• Oversee delivery of customer SLAs and KPIs across all data center sites within the assigned region.
• Proactively identify service gaps, coordinate corrective actions, and ensure continuous improvement in service performance.
• Champion the customer perspective in cross-functional meetings—driving alignment between operations, construction, and engineering teams.

Leadership & Strategy

• Develop and execute a global customer success strategy that enhances client experience and supports long-term account retention.
• Lead a team of regional Customer Success Managers, providing coaching, escalation support, and performance management.
• Collaborate with global peers to ensure consistent service standards and adoption of best practices across regions.

Business Growth & Reporting

• Identify upsell and expansion opportunities in partnership with the commercial and product teams.
• Track and analyze customer satisfaction metrics (NPS, CSAT, retention rates), presenting insights and action plans to senior leadership.
• Represent the company in executive customer meetings, industry events, and client summits.

Qualifications

• Bachelor’s degree in Business, Engineering, or a related discipline; MBA preferred.
• 10+ years of experience in customer success, client management, or service delivery—ideally in data centers, cloud infrastructure, or telecommunications.
• Proven success managing large enterprise or hyperscale customer portfolios.
• Strong understanding of data center operations, SLAs, and service delivery models.
• Exceptional communication, negotiation, and executive stakeholder management skills.
• Global mindset with ability to operate across diverse cultures and time zones.
• Willingness to travel internationally (20–30% as required).

Preferred Experience

• Experience in customer success or service delivery leadership roles within a colocation or hyperscale data center environment.
• Familiarity with ITIL or similar service management frameworks.
• Demonstrated success in developing customer engagement programs and digital experience initiatives.