Senior Manager - Customer Success

As a Senior Manager, Customer Success at Uniphore, you will be a strategic advisor and growth partner for enterprise clients. This role involves executive-level client engagement, AI expertise, and hands-on consulting to ensure successful delivery, adoption, and long-term value realization of AI solutions. You will bridge technical capabilities with business needs, helping customers achieve their goals and maximize ROI by deploying AI and data-driven solutions across various business functions.

Must Have

• Drive customer success outcomes including value realization, retention, and adoption.
• Own executive-level relationships with key enterprise clients.
• Serve as a trusted advisor for AI strategy, implementation, and value realization.
• Lead complex customer engagements focused on deploying AI and data-driven solutions.
• Develop tailored success plans and roadmaps aligning AI capabilities with business objectives.
• Partner with Sales, Product, Engineering, and Delivery teams for seamless implementation.
• Drive customer adoption, expansion, and retention through strategic planning.
• Establish best practices for enterprise customer success.
• Serve as a thought leader on AI use cases and responsible AI practices.
• Provide feedback to product teams to influence the roadmap.
• Champion the Uniphore Business AI Cloud Platform within your portfolio.
• 8+ years of experience in customer success, professional services, or consulting with enterprise technology solutions.
• 5+ years of experience working directly with AI products, platforms, or services.
• 5+ years’ experience engaging end users through C-Suite Executives.
• Consistent record of accomplishment in delivering ROI, exceeding retention, customer satisfaction, and advocacy targets.
• Proven track record of managing complex client relationships and multi-stakeholder engagements.
• Experience in enterprise verticals such as healthcare, financial services, manufacturing, or retail.
• Proven track record of AI Consultancy and driving growth and adoption of SAAS solutions.
• Deep understanding of AI solution architectures, business applications of AI, and change management related to AI adoption.
• Strong strategic thinking, executive communication, and client-facing presence.
• Experience working with cloud platforms (AWS, Azure, GCP) and AI services (e.g., OpenAI, TensorFlow, Hugging Face).
• Familiarity with enterprise software delivery lifecycles, success metrics, and ROI frameworks.
• Exceptional organizational, presentation, and communication skills.
• Client-Centric & Empathetic approach.
• Bachelor's or master's degree in Business, Computer Science, Engineering, Data Science, or related field.
• Ability to travel at least 25% of the time.

Good to Have

• Help enterprises transform with AI beyond just adoption.
• Connect technology to significant business outcomes like ROI, efficiency, and revenue.
• Act as a strategic advisor to business and technical leaders.
• Understand AI delivery across conversational AI, workflow automation, predictive analytics, and emotion AI.
• Partner with customers beyond implementation for continuous improvement and new use cases.
• Ability to communicate in Arabic.

As a member of Uniphore’s Customer Success team, the Senior Manager, Customer Success will serve as a strategic advisor and growth partner to enterprise clients. This role blends executive-level client engagement, AI expertise, and hands on consulting background to ensure successful delivery, adoption, and long-term value realization of AI solutions. This role bridges the gap between technical capabilities and business needs, ensuring customers achieve their goals and maximize their return on investment.

Key Responsibilities:

The Senior Manager, Customer Success will be the primary point of contact for Uniphore’s Enterprise Customers. In this role you will lead customer strategy by focusing on and following key facets of Customer Success Journey:

• Drive customer success outcomes by developing key Customer Success metrics such as Value Realization, key performance metrics, gross renewals rate, net retention, adoption, customer health, churn rate and customer health score. Work with Product and platform teams to improve SaaS telemetry and gain real time understanding of the pulse of the customer.
• Drive adoption, satisfaction, and long-term value through combining technical expertise and customer-facing skills.
• Own executive-level relationships with key enterprise clients, serving as a trusted advisor for AI strategy, implementation, and value realization.
• Lead complex customer engagements focused on deploying AI and data-driven solutions across business functions.
• Develop tailored success plans and roadmaps that align AI capabilities with customer business objectives.
• Partner with Sales, Product, Engineering, and Delivery teams to ensure seamless implementation and continuous improvement.
• Drive customer adoption, expansion, and retention through strategic planning, outcomes tracking, and executive business reviews.
• Establish best practices for enterprise customer success, from onboarding to renewal, with a focus on scalable AI impact.
• Serve as a thought leader internally and externally on AI use cases, responsible AI practices, and digital transformation strategies.
• Provide feedback to product teams to influence the roadmap based on client needs and industry trends.
• Championing the broader Uniphore Business AI Cloud Platform within your portfolio, driving adoption of the deep data and AI capabilities that enable business transformation.

Required Qualifications:

• 8+ years of experience in customer success, professional services, or consulting with a focus on enterprise technology solutions.
• 5+ years of experience working directly with AI products, platforms, or services in an advisory or delivery capacity.
• 5+ years’ experience engaging end users through C-Suite Executives, in both casual and formal professional settings.
• Consistent record of accomplishment in delivering ROI, exceeding retention, customer satisfaction, and advocacy targets.
• Proven record of accomplishment of managing complex client relationships, leading multi-stakeholder engagements, and delivering measurable outcomes.
• Experience in enterprise verticals such as healthcare, financial services, manufacturing, or retail where AI has significant business impact.
• Proven Track record of AI Consultancy and driving growth and adoption of SAAS solutions.
• Deep understanding of AI solution architectures, business applications of AI, and change management related to AI adoption.
• Strong strategic thinking, executive communication, and client-facing presence.
• Experience working with cloud platforms (AWS, Azure, GCP) and AI services (e.g., OpenAI, TensorFlow, Hugging Face, etc.).
• Familiarity with enterprise software delivery lifecycles, success metrics, and ROI frameworks.
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Client-Centric & Empathetic: You genuinely care about your clients. You listen actively to their needs and put yourself in their shoes to anticipate issues and opportunities
• Bachelor's or master's degree in business, Computer Science, Engineering, Data Science, or related field; MBA or advanced degree preferred.
• Ability to travel at least 25% of the time.

Preferred Qualifications:

• You help enterprises do more than just adopt AI—you help them transform. With a solid foundation in AI strategy, implementation, and optimization, you have guided large organizations through complex, cross-functional journeys. Whether it is customer experience, operations, sales, or back office, you know how to apply AI to create measurable value.
• You connect technology to significant business outcomes. You do not speak in abstract models—you speak in ROI. You have designed AI solutions that drive efficiency, boost revenue, reduce costs, and improve decision-making. You understand enterprise KPIs and how to align AI capabilities with what matters most to the C-suite.
• You have been the strategic advisor in the room. You have worked closely with business and technical leaders to uncover AI opportunities, build roadmaps, and lead large-scale change. You are comfortable navigating stakeholder complexity and influencing across IT, operations, marketing, and product teams.
• You understand how AI gets delivered. From conversational AI and workflow automation to predictive analytics and emotion AI, you know what it takes to design, integrate, and scale AI solutions within complex enterprise systems
• You know adoption is just the beginning. You partner with customers beyond implementation—monitoring performance, driving continuous improvement, and uncovering new use cases. You help enterprises turn AI from a pilot project into a core part of how they operate and grow.
• Language: Ability to communicate in Arabic will be an added advantage.