Director of Customer Success

Euromonitor International

. Define and implement the global Customer Success strategy, operating model and ways of working.

Posted 10/27/2026full-timeDubai • United Arab EmiratesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in defining and implementing Customer Success strategies, enhancing customer engagement, and driving measurable outcomes through data-driven decision-making. Proven ability to lead high-performing teams and foster collaboration across global markets.

Highest-signal resume keywords

Customer Success Strategy DevelopmentOnboarding Programme CreationCustomer Health Framework ImplementationStakeholder ManagementSaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Segmentation StrategiesCustomer Journey DesignGovernance Framework DevelopmentRisk Identification ModelsData LiteracyRetention ImprovementEngagement MeasurementCommercial AcumenValue-Based ConversationsPerformance Expectations Establishment

Soft Skills

LeadershipCollaborationAccountabilityInfluencing SkillsInnovation

Tools & Technologies

Customer Success TechnologiesAnalytics PlatformsAI-Enabled Customer Engagement Tools

Industry Keywords

SaaSSubscription ServicesRecurring RevenueCustomer ExperiencePost-Sales Organizations

About the role

Key responsibilities & impact

Define and implement the global Customer Success strategy, operating model and ways of working.
Establish customer segmentation, coverage models and engagement approaches across different customer types.
Develop scalable methodologies, governance frameworks and best practices for global adoption.
Create clarity across Customer Success, Account Management, New Business and Product teams.
Own the post-sale customer journey from onboarding through value achievement.
Create onboarding programmes that accelerate customer activation and time-to-value.
Develop customer success planning processes linking customer objectives with measurable outcomes.
Establish education, engagement and adoption programmes.
Implement a global customer health framework using adoption, engagement and usage data.
Develop proactive risk identification and intervention models.
Identify systemic drivers of churn and customer friction.
Provide customer intelligence supporting renewal strategies.
Create processes for expansion, cross-sell and upsell opportunities.
Partner with Account Management on customer insight and growth opportunities.
Measure and increase Customer Success contribution to account expansion and customer growth.
Build and inspire a high-performing international Customer Success organisation.
Develop capability in consultative customer engagement, commercial acumen, value-based conversations and data literacy.
Establish career pathways, performance expectations and leadership standards.
Foster accountability, collaboration, innovation and customer focus.

Requirements

What you’ll need

Significant leadership experience within Customer Success, Customer Experience or post-sales organisations.
Experience operating in SaaS, subscription, data, information services, technology or recurring revenue environments.
A proven track record of improving onboarding, adoption, engagement, retention and customer outcomes.
Experience designing customer segmentation strategies, customer journeys and scalable operating models.
Strong commercial awareness and an understanding of the relationship between customer success, retention and growth.
Experience using customer health, behavioural and usage data to drive decision-making.
Success leading geographically distributed teams and creating consistency across global markets.
Excellent stakeholder management skills, with the ability to influence senior leaders across Commercial, Product and Sales.
Knowledge of modern Customer Success technologies, analytics platforms and AI-enabled customer engagement tools.