Customer Success Director (UAE)

Overview

Overview

Customer Strategy & Relationship Leadership

• Develop and maintain strong, trusted relationships across all levels of the customer organization — from power users to C-suite.
• Act as the customer’s primary point of contact across their lifecycle, ensuring clarity, consistency, and accountability.
• Build and execute strategic Customer Success Plans aligned to business objectives, measurable outcomes, and agreed milestones.
• Serve as a proactive advocate for customers internally — ensuring their needs and goals are clearly understood across Product, Engineering, and Leadership.

Implementation & Program Delivery

• Lead and manage key implementation and rollout efforts in partnership with Technical Architects.
• Own project scope, timelines, risks, and deliverables; ensure projects are documented, visible, and well-tracked.
• Facilitate steering committees and executive program reviews to align stakeholders and drive decision-making.
• Coordinate cross-functionally to ensure configurations and integrations set customers up for long-term success.

Adoption, Change Management & Value Realization

• Drive customer adoption through training, enablement, and structured change-management practices.
• Identify usage friction points and work with teams to remove blockers quickly.
• Translate customer outcomes into measurable value — cycle-time improvements, adoption metrics, savings, and automation gains.
• Ensure Fairmarkit becomes embedded in core sourcing processes and day-to-day workflows.

Governance, Renewal & Growth

• Monitor health, usage, and risk across accounts and take early action when needed.
• Own renewals and support expansion opportunities in partnership with Sales.
• Identify growth opportunities based on unmet needs, new modules, and evolving procurement priorities.
• Initiate and manage contract amendments or change orders when appropriate.

Insights, Collaboration & Continuous Improvement

• Capture enhancement requests and business impact; collaborate with Product on roadmap prioritization.
• Share insights and best practices across internal teams to improve delivery quality and repeatability.
• Maintain accurate forecasting and reporting on account performance, renewals, and project progress.

Qualifications & Experience

• 5+ years of Customer Success, Program Management, or Engagement/Delivery Management within enterprise SaaS.
• Proven experience owning renewal or revenue-related targets.
• Strong background in enterprise procurement or P2P solutions (SAP, Ariba, Oracle, Coupa, etc.).
• Demonstrated success leading complex enterprise programs involving multiple stakeholders and integrations.
• Comfortable partnering with — and presenting to — senior business leaders and C-level executives.
• Strong analytical skills; able to interpret usage data and turn insights into actions.
• Experience running cross-functional initiatives and keeping teams aligned toward shared outcomes.
• Excellent communication, facilitation, and storytelling skills — in person and virtually.
• Ability to work independently while collaborating across global teams.
• Bachelor’s degree required; Agile/Scrum or project management experience is a plus.
• Experience supporting customers in the Middle East/UAE or international enterprise environments preferred.

What Makes This Role Unique

• Fully dedicated to a small group of strategic customers.
• Combines strategic advisory, hands-on implementation leadership, and commercial accountability.
• Direct impact on how large organizations modernize procurement through automation and AI-driven sourcing.
• Fairmarkit is committed to fostering an environment of innovation, collaboration, and career advancement.
• Join us and help revolutionize the future of procurement!
• For this role, we are looking for a candidate based in the UAE.
• The annual base compensation for this role is AED 595,000 + variable.
• Headquartered in Boston, and backed by a $35.6M Series C co-led by OMERS, Highland, Notable Capital, Insight Partners, and ServiceNow.
• We are looking for exceptional candidates who want to help grow our company into a global enterprise and make their mark on the B2B tech industry.
• Come soar to new heights with us!
• ***Fairmarkit is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other status or characteristic protected by law.***