CSM & Delivery Manager

Customer Success & Delivery Manager, Abu Dhabi

This role will be responsible for leading complex client integration projects while maintaining and developing strategic client relationships throughout the full integration-to-delivery lifecycle.

The successful candidate will act as a key point of contact for clients, working closely with the Commercial Director to ensure continuity of relationships, successful project delivery, and ongoing solution performance.

This is a highly visible role requiring a blend of project management, client success, analytical, and stakeholder management expertise.

Responsibilities:

Project Delivery & Integration

• Lead end-to-end client integration and implementation projects across multiple concurrent engagements.
• Manage project timelines, milestones, risks, dependencies, and stakeholder communications.
• Coordinate internal teams and external stakeholders to ensure successful project execution.
• Drive delivery excellence while ensuring projects are completed on time and within agreed objectives.

Client Relationship Management

• Own and develop day-to-day client relationships alongside the respective Commercial Director.
• Act as a trusted advisor throughout the client lifecycle, ensuring continuity from implementation through ongoing service delivery.
• Maintain regular engagement with clients to understand business objectives, challenges, and opportunities.
• Support retention, growth, and long-term partnership development.

Solution Performance & Analytics

• Monitor and evaluate solution performance using data and analytics.
• Analyse client performance metrics and provide actionable insights and recommendations.
• Identify trends, risks, and opportunities to improve client outcomes and overall service effectiveness.
• Develop and present performance reviews to both clients and internal stakeholders.

Stakeholder Management

• Build strong working relationships across commercial, operational, product, and technical teams.
• Influence stakeholders at all levels internally and externally.
• Facilitate effective communication between clients and delivery teams.

Skills / Experience Required:

• Significant experience managing complex client-facing projects and programmes.
• Strong background in Client Success Management, Technical Account Management, Account Management, or similar client delivery roles.
• Proven ability to manage multiple concurrent projects and client relationships.
• Excellent project management skills with experience delivering complex client integrations.
• Strong analytical mindset with the ability to interpret performance data, metrics, and business insights.
• Exceptional stakeholder management and relationship-building capabilities.
• Strong communication, presentation, and problem-solving skills.
• Experience working within commercial, contract delivery, or client services environments.
• Experience within security, fraud prevention, authentication, identity, or related technology sectors.
• Background in consulting, particularly management consulting.
• Experience supporting enterprise-level clients and large-scale implementations.
• Familiarity with technical integration projects and SaaS-based solutions.
  

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