Principal Customer Success Manager

We are looking for a Senior Customer Success Manager based in Dubai (United Arab Emirates) to join our growing team as an individual contributor.

You will report to the Senior Director, Customer Success and be part of the Customer Success Team in Dubai, a group dedicated to delivering exceptional customer outcomes through data-driven solutions. This is hybrid schedule model position.

As the primary post-sale contact, you will use your deep customer and product knowledge to drive adoption, maximize value, and build long-term strategic partnerships. Your key responsibilities include:

• Developing trusted advisor relationships with executive sponsors to align Informatica's solutions with business goals.
• Tracking and reporting on implementation and adoption milestones for customer executives.
• Promoting product capabilities and identifying upsell and cross-sell opportunities.
• Demonstrating advanced features to deliver measurable business outcomes.
• Designing ROI metrics to quantify solution impact.
• Proactively addressing customer needs, adoption risks, and renewal strategies to boost retention.
• Managing escalations and collaborating with internal teams across functions.
• Preparing success reports and maintaining thorough documentation of customer interactions.
• Experience making customers feel valued through quality service.

• Proven experience managing complex customer accounts and driving adoption in a customer success or related role.
• Strong understanding of customers' industry, decision-making process, business objectives, and strategic priorities.
• Communicates ideas clearly, builds alignment across teams, and negotiates effectively with senior leaders.
• Collaborates effectively across teams, builds support for ideas, and helps guide projects toward successful outcomes.
• Solid knowledge of hybrid software deployment, data warehousing, databases, and/or business intelligence solutions.
• Background in customer-facing roles with a strong focus on customer satisfaction and utilization improvement.
• Fluent in English with mandatory proficiency in Arabic.

• Minimum of 5+ years relevant professional experience in customer success or similar field.
• BA/BS or equivalent educational background, we will consider an equivalent combination of relevant education and experience
• Minimum 8+ years of relevant professional experience