Director of Customer Success

SmartChoice International is seeking a Director of Customer Success to join their team in Dubai, UAE. This is a full-time, office-based role reporting to the SVP, Data Centre Operations. The successful candidate will lead the Customer Success team, shape customer engagement, and build trusted relationships with senior stakeholders.

SmartChoice International operates at the intersection of technology consultancy and scalable workforce delivery, with their Dubai office serving as a hub for organizations across the UAE and GCC region. They partner with large enterprises and public sector entities to solve capability challenges.

This is an exciting opportunity to take ownership of a senior, high-visibility Customer Success function within a data centre developer and operator. If you are looking to shape the customer experience and work directly with executive leadership, apply now!

Company Overview

SmartChoice International is a technology consultancy and workforce delivery firm with a significant presence in Dubai, UAE. They specialize in providing strategic, responsive, and growth-oriented solutions for scaling technology teams, offering permanent staffing, contract resources, and advisory support. They have deep experience in sectors like financial services, aviation, healthcare, government, and digital commerce.

Quick Details

• Salary Range: up to 100k AED per month
• Job Type: Full-time
• Experience: 10 Year+
• Qualifications: Bachelors Degree

Key Responsibilities

• Lead, coach and develop a medium-to-large Customer Success team supporting hyperscaler and enterprise data centre tenants.
• Build trusted relationships with senior customer stakeholders and take ownership of major escalations.
• Lead customer communication during incidents, outages and operational issues, maintaining confidence through accurate and timely updates.
• Work closely with engineering and operations teams to explain incident causes, customer impact, remediation plans and progress towards resolution.
• Establish consistent standards for customer engagement, service reviews, escalation management and follow-up.
• Represent customer priorities internally, ensuring agreed actions and commitments are delivered.
• Provide executive leadership with visibility of customer satisfaction, relationship risks and service improvement priorities.

Requirements

• Direct experience working for a data centre developer/operator, managing relationships with hyperscaler or enterprise tenants.
• Approximately ten years of relevant experience, including senior or director-level leadership within Customer Success or client services.
• Proven experience managing a medium-to-large team.
• Strong technical knowledge of physical data centre facilities and their operational environment.
• Experience managing customer relationships through outages, service incidents and complex operational challenges.
• The ability to communicate technical issues clearly and credibly to senior customer stakeholders.
• Strong executive presence, sound judgement and a calm, confident approach under pressure.
• A technical career foundation in data centre engineering, technical supervision, electrical engineering or a related discipline is strongly preferred.
• Data centre developer/operator experience is essential.

Benefits

• Take ownership of a senior, high-visibility Customer Success function.
• Work directly with executive leadership and major hyperscaler and enterprise customers.
• Shape the customer experience within a business developing and operating its own data centre facilities.
• Access a competitive executive package, with flexibility for candidates bringing exceptional experience.
• Relocation offered.