Director of Customer Success

Director of Customer Success – Data Centres

Location: Dubai, UAE | Full-time, office-based

Reporting to: SVP, Data Centre Operations

Salary: up to 100k AED per month

Relocation offered

About the opportunity

SmartChoice International is partnering with a data centre developer and operator to appoint a Director of Customer Success in Dubai.

The business develops and operates its own data centres, providing capacity to hyperscaler and enterprise customers. This is an opportunity to lead its Customer Success team, shape customer engagement and build trusted relationships with senior stakeholders across its tenant portfolio.

You will combine strong people leadership with technical credibility, ensuring customers receive clear communication and decisive support throughout their relationship with the business, particularly during incidents and operational challenges.

Key responsibilities

• Lead, coach and develop a medium-to-large Customer Success team supporting hyperscaler and enterprise data centre tenants.
• Build trusted relationships with senior customer stakeholders and take ownership of major escalations.
• Lead customer communication during incidents, outages and operational issues, maintaining confidence through accurate and timely updates.
• Work closely with engineering and operations teams to explain incident causes, customer impact, remediation plans and progress towards resolution.
• Establish consistent standards for customer engagement, service reviews, escalation management and follow-up.
• Represent customer priorities internally, ensuring agreed actions and commitments are delivered.
• Provide executive leadership with visibility of customer satisfaction, relationship risks and service improvement priorities.

What we’re looking for

• Direct experience working for a data centre developer/operator, managing relationships with hyperscaler or enterprise tenants.
• Approximately ten years of relevant experience, including senior or director-level leadership within Customer Success or client services.
• Proven experience managing a medium-to-large team.
• Strong technical knowledge of physical data centre facilities and their operational environment.
• Experience managing customer relationships through outages, service incidents and complex operational challenges.
• The ability to communicate technical issues clearly and credibly to senior customer stakeholders.
• Strong executive presence, sound judgement and a calm, confident approach under pressure.
• A technical career foundation in data centre engineering, technical supervision, electrical engineering or a related discipline is strongly preferred.

Data centre developer/operator experience is essential. A background solely within cloud services, hyperscalers, project management consultancies or general IT infrastructure will not meet this requirement.

Why apply?

• Take ownership of a senior, high-visibility Customer Success function.
• Work directly with executive leadership and major hyperscaler and enterprise customers.
• Shape the customer experience within a business developing and operating its own data centre facilities.
• Access a competitive executive package, with flexibility for candidates bringing exceptional experience.

Location

This role is based full-time in Dubai, UAE. Applications are welcomed internationally from candidates willing to relocate.