Manager - Customer Success

About This Role

About Us Core42, a leader in AI-powered cloud and digital infrastructure, is driving transformative technology solutions globally. Leveraging advanced resources and partnerships, Core42 empowers clients to harness sovereign AI infrastructure, especially in sectors with stringent regulatory needs. With a mission to redefine digital transformation, we combine sovereign capabilities with scalable, high-performance compute infrastructure, positioning itself at the forefront of AI innovation in the Middle East and beyond.

The opportunity We are looking for a proactive and results-driven Customer Success Manager (CSM) to oversee the successful delivery of managed services and product support including Cloud, AI and GPU as a Service. This role is responsible for ensuring seamless service operations, customer satisfaction, and technology adoption while driving cloud consumption, AI integration, and GPU utilization.

With a strong focus on cloud, you will help customers adopt, expand, and optimize their cloud investments while ensuring the efficient delivery of IT services, AI solutions, and high-performance computing (HPC) using GPUs. Acting as a trusted advisor, you will align cloud, AI, and GPU solutions with customer business objectives, identifying opportunities to maximize technology consumption and value realization.

This role requires a deep understanding of Microsoft Solution Areas (such as Azure Infrastructure, Data & AI, Digital & App Innovation, Security, and Modern Work), Enterprise IT services, Service Management Processes, Multi-Cloud environments and the ability to strategically drive cloud consumption. Your Key Responsibilities

• Oversee end-to-end service delivery for managed services and product support, ensuring operational excellence and adherence to SLAs.
• Drive continuous service improvements, leveraging best practices, automation, and process optimization to enhance efficiency.
• Build strong relationships with key customer stakeholders, acting as a trusted advisor and ensuring alignment with their digital transformation initiatives.
• Manage customer expectations by ensuring service performance meets or exceeds agreed benchmarks, proactively addressing challenges.
• Govern service performance across Cloud, AI, and GPU solutions, ensuring high availability, security, and performance.
• Oversee incident, problem, and change management processes, ensuring smooth operations and minimal disruptions.
• Implement governance frameworks to maintain compliance, security, and operational excellence in IT service delivery.
• Collaborate with internal teams (Sales, Products and Operations) to resolve escalations, mitigate risks, optimize service outcomes and drive business growth.
• Develop and execute customer success plans tailored to customer needs, ensuring that cloud, AI, and GPU solutions align with business goals and IT transformation objectives.
• Guide customers through cloud adoption and AI integration, helping them fully leverage Azure services, AI models, and GPU resources
• Utilize data analytics and usage insights to identify trends, measure success, and optimize Cloud, AI, and GPU consumption strategies.
• Track account P&L, forecast revenue, and identify opportunities for service expansion, driving upselling and cross-selling initiatives.
• Required skills / qualifications

Minimum Qualifications

• 5+ years of experience in customer success, service delivery, or cloud consulting, with a strong focus on Azure.
• 3+ years managing cloud adoption strategies and driving Azure consumption across enterprise/public sector clients.
• Bachelor’s degree in IT, Computer Science, Business, or related field.
• Professional Certifications: Azure Fundamentals (AZ-900) required; Azure Solutions Architect (AZ-305) or similar preferred.
• Experience working with Microsoft Partner ecosystem or in a cloud consulting/services role is a plus.

Job-Specific Skills Technical Skills

• Strong expertise in Microsoft Azure across one or more key solution areas:

• Azure Infrastructure (IaaS, Virtual Machines, Networking, Storage, Hybrid Cloud)
• Azure Data & AI (Azure Synapse, Data Lake, Cognitive Services, AI & ML)
• Azure Digital & App Innovation (App Services, DevOps, Kubernetes, Microservices)
• Azure Security (Sentinel, Defender, Zero Trust Security)
• Modern Work & Collaboration (Microsoft 365, Teams, Power Platform)

• Ability to translate business needs into Azure solutions that drive measurable outcomes.
• Proven track record of increasing Azure consumption through customer enablement, workload expansion, and migration strategies.
• Strong understanding of cloud economics, cost optimization, and FinOps strategies to help customers manage Azure spend effectively.
• Experience in cloud adoption frameworks, governance, compliance, and best practices.
• Familiarity with Azure certifications (e.g., AZ-900, AZ-104, AZ-305, AZ-500) is a plus.
• Basic Understanding across Enterprise IT & Multi-Vendor Technologies:

• Networking & Security: Cisco, Palo Alto, Fortinet, Juniper, SD-WAN
• Storage & Backup: Dell EMC, NetApp, Veeam, Commvault
• IT Service Management (ITSM): ServiceNow, ITIL frameworks
• Multi-Cloud & Hybrid IT: Oracle DRCC, VMware, OpenStack
• Databases & Middleware: Oracle, SQL Server, PostgreSQL, IBM WebSphere

Soft Skills – Customer Success & Service Delivery

• Customer-Centric Mindset: Ability to empathize with customer challenges and proactively provide solutions.
• Strategic Thinking: Align customer success initiatives with business objectives and cloud consumption goals.
• Stakeholder Management: Strong relationship-building skills to engage C-level executives and IT decision-makers.
• Problem-Solving & Critical Thinking: Ability to anticipate challenges and proactively resolve roadblocks.
• Project & Service Delivery Management: Experience managing large-scale cloud implementations and/or manage services , ensuring on-time, high-quality delivery.
• Change Management & Cloud Adoption: Expertise in driving cloud mindset shifts and helping organizations navigate cloud transformation.
• Collaboration & Communication: Strong interpersonal skills to work with cross-functional teams and effectively convey complex technical concepts.

What Working At Core42 Offers With a diverse team of 1,100+ employees from 68 nationalities, we foster an inclusive, innovative and collaborative environment. At Core42, we foster a culture grounded in trust, accountability and high performance. We are united by our values: Grit , where we overcome challenges with resilience and determination, Passion , which drives us to pursue excellence in everything we do, and Impact , as we aim to inspire progress and create meaningful change. Our team members thrive in an environment where each person’s contributions propel us forward, and together, we commit to achieving extraordinary results.

• Competitive Salary: We offer an attractive salary package based on your skills and experience
• Yearly Bonus: In recognition of your contributions, you will receive a performance-based annual bonus
• Exclusive Discount Cards: Access special benefits with Esaad and Fazaa cards, offering discounts across a wide range of services
• Premium Family Insurance: We provide comprehensive health coverage, including dental, vision and life insurance, ensuring the well-being of you and your family
• Learning & Development: We offer access to top-tier learning platforms to help you grow in your career. Learn at your own pace with unlimited access to premium courses.