Customer Success Director (UAE)

Fairmarkit

The Customer Success Director (CSD) serves as a trusted advisor, strategic partner, and hands-on program leader for several of Fairmarkit s most important customers in the UAE. This role blends the relationship management, value realization, and renewal focus of Customer Success with the project delivery, coordination, and change-management leadership typically owned by an Engagement Manager.

You will be fully dedicated to a small number of strategic customers, guiding them from implementation through adoption, expansion, and long-term success. You ll partner closely with procurement, IT, and executive stakeholders to ensure Fairmarkit is implemented effectively, driving measurable business outcomes, ongoing adoption, and strong renewal and growth.

The ideal candidate has deep enterprise procurement experience, thrives in fast-paced environments, and is equally comfortable in the boardroom setting, strategy, and in the weeds driving project execution. This is an individual contributor role.

Responsibilities 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.