Customer Experience Manager

We are incubating a company focused on building AI products and unlocking cross-portfolio value through a centralized data platform and AI-powered solutions that drive efficiency, profitability, and innovation across our operating companies.

Aligned with the UAE’s bold vision for AI leadership, we are shaping the future of data-driven governance and building the next generation of AI products with regional and global impact.

About the Role

We are seeking a seasoned Customer Experience Manager with 10+ years of relevant experience.

The Customer Experience Manager ensures that our products are successfully adopted, delivering value and driving satisfaction across OpCos. You orchestrate onboarding, enablement, support, and continuous improvement across the customer lifecycle.

Key Responsibilities

• Lead onboarding and enablement for new OpCo deployments
• Serve as primary CX point of contact for assigned OpCos
• Monitor usage, satisfaction, and adoption metrics; identify risks early
• Work closely with Solutions and Product to drive improvements and capture insights
• Build and maintain customer-facing documentation, training materials, and playbooks.
• Partner with Product and AI Eval to translate customer insights into enhancements
• Manage escalations and coordinate resolutions with Engineering and Solutions
• Contribute to building a scalable CX function as the company grows

AI & Automation Expectations

• Use AI tools for insight synthesis, summarization of feedback, and trend analysis
• Draft customer content, training, and communication using AI acceleration — then refine manually
• Automate basic CX workflows and dashboards using low-code/AI tools
• Basic vibe coding to support simple automations or data manipulations in CX systems

Candidate Requirements

• 10+ years in customer success/experience in SaaS or enterprise software
• Strong communication and stakeholder management
• Analytical mindset with ability to interpret usage data

Disclaimer:

This job posting is not open to recruitment agencies. Any candidate profile submitted by a recruitment agency will be considered as being received directly from an applicant. Contango reserves the right to contact the candidate directly, without incurring any obligations or liabilities for payment of any fees to the recruitment agency.