Manager, Customer Success – MEA

• Serve as the primary Customer Success lead for a portfolio of strategic government customers across the MEA region
• Build trusted relationships with operational users, technical teams, and executive stakeholders
• Conduct regular operational reviews, quarterly business reviews, and executive engagement sessions
• Monitor customer health, product adoption, usage trends, and satisfaction
• Develop customer success plans to improve adoption, retention, and long-term value realization
• Identify risks and coordinate cross-functional action plans to resolve issues
• Support customers using Vantor platforms including Hub, Nexus, Sentry, RAP and DAF
• Interface with Product, Engineering, Help Desk and Technical Support teams to ensure timely issue resolution
• Coordinate customer onboarding, operator training, and replacement user training
• Partner with Strategic Account Managers and Account Executives to support renewals and retention
• Identify expansion, cross-sell, and upsell opportunities
• Own monthly Customer Success operational reporting for the region
• Produce dashboards and reports covering customer health, support metrics, product adoption, renewal risks, engagement, and operational performance
• Lead continuous process improvement initiatives across Customer Success
• Capture customer feedback and translate it into actionable recommendations
• Lead, coach, and develop the MEA Customer Success team
• Set priorities, allocate resources, and establish best practices and operating rhythms
• Prepare executive updates, presentations, reports, correspondence, briefing materials, meeting agendas, and other deliverables for the VP
• Track action items and ensure timely follow-up

• Experience leading customer success, customer operations, technical account management, or strategic customer support teams
• Demonstrated experience managing customer relationships within enterprise software, SaaS, geospatial, intelligence, defense, or government environments
• Strong people leadership experience with the ability to coach, develop, and motivate teams
• Excellent operational and analytical skills, with experience producing executive-level reporting and dashboards
• Strong technical aptitude and ability to quickly learn complex software platforms
• Excellent communication and stakeholder management skills
• Proven ability to manage multiple priorities in a fast-paced environment
• Experience supporting government or defense customers
• Experience working with secure or mission-critical environments
• Arabic language capability is highly desirable
• Ability to obtain required security clearances where applicable
• Willingness to travel throughout the MEA region and internationally as required
• Willingness to spend an initial onboarding period in the United States to develop deep product and operational knowledge