Customer Success Manager

About the role

ETAP is looking for a Customer Success Manager to join its team in Dhahran (or Dubai). Reporting to the Head of Customer Success Management, you will own a portfolio of large customers, ensuring they achieve value from ETAP’s electrical digital‑twin software and driving renewals and growth.

Key responsibilities

• Build and maintain strong relationships with assigned customers, acting as their trusted advisor.
• Understand each customer’s business drivers, strategic goals, and desired outcomes.
• Develop joint success plans with clear scope, metrics, adoption timelines, and communication cadence.
• Collaborate with Sales, Technical Support, Training and Product teams to deliver a best‑in‑class experience.
• Capture customer feedback and convey it to Product Management.
• Proactively manage risk, drive retention, and identify upsell opportunities.
• Lead Executive Business Reviews with decision‑makers and ETAP executive sponsors.

Required profile

• Proven experience managing enterprise‑level customer relationships in a SaaS or software environment.
• Strong customer‑centric attitude with excellent communication and problem‑solving skills.
• Ability to translate business objectives into actionable success plans.
• Track record of achieving renewal and expansion targets.

Required skills

• Hands‑on experience with ETAP software or similar electrical engineering platforms.