Director of Customer Success
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Key skills for this role
About the Role
Cosette is a dynamic full-service marketing agency with offices across the Middle East, providing end-to-end solutions from strategy and concept development to implementation and content management.
Key Skills for This Role
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Company Description
Cosette is a dynamic full-service marketing agency with offices across the Middle East, providing end-to-end solutions from strategy and concept development to implementation and content management.
The agency brings together local and international experts who combine cultural insight with market-leading practices and proven experience.
Cosette specializes in localizing global brands’ content to help them capture attention and relevance in regional markets.
At the same time, the agency supports local brands in scaling beyond borders and strengthening their presence on both local and global stages.
Role Description
The Director of Customer Success is a full-time, on-site role based in Qatar, responsible for leading and scaling Cosette’s customer success function.
This role oversees a team that manages key client accounts, ensuring consistent delivery of value, strong relationships, and alignment with clients’ strategic goals.
The Director will define customer success strategies, implement best practices, and track performance metrics related to satisfaction, retention, and growth.
Daily responsibilities include coaching and developing the customer success team, partnering with sales and account management to support renewals and upsell opportunities, and serving as an escalation point for complex client issues.
The Director will also gather client feedback, collaborate with internal stakeholders to improve services and processes, and contribute to long-term planning and operational excellence.
Qualifications
- Demonstrated ability to drive Customer Satisfaction and enhance overall Customer Experience through structured programs and continuous improvement.
- Proven track record in Customer Retention, including managing renewals, reducing churn, and identifying growth opportunities within existing accounts.
- Strong Account Management skills, with experience overseeing strategic clients, managing expectations, and aligning deliverables to business outcomes.
- Team Leadership experience, including building, mentoring, and motivating high-performing customer success or account teams.
- Relevant experience in marketing, advertising, or agency environments, preferably within the Middle East region.
- Excellent communication, stakeholder management, and conflict resolution skills, with the ability to engage at executive levels.
- Data-driven mindset, comfortable with defining KPIs, analyzing customer success metrics, and using insights to guide decisions.
- Bachelor’s degree in Business, Marketing, Communications, or a related field; advanced degree or equivalent experience is an advantage.
- Fluency in English; proficiency in Arabic or other regional languages is beneficial.
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