Head of Customer Success & Strategic Accounts
We're partnering with an established international EdTech organisation to find a Head of Customer Success & Strategic Accounts to lead its customer success strategy across the Middle East and Africa.
This is an opportunity for an experienced leader who enjoys bringing people together, building strong teams and developing lasting customer relationships.
We're looking for someone who understands that great customer experiences start with great teamwork. Someone who can connect people across different departments, create a positive and inclusive team culture, and help education institutions get the most from digital learning solutions. You'll play a key role in shaping the customer experience across the region, strengthening strategic partnerships and supporting sustainable business growth.
The role
As Head of Customer Success & Strategic Accounts, you'll lead the regional customer success and account management teams, ensuring education institutions receive the support, guidance and value they need throughout their customer journey.
You'll work closely with regional leadership, sales, product, marketing and technical teams to bring people together around shared goals, improve customer engagement and support retention.
The role combines strategic leadership with hands on involvement in key institutional accounts.
Location: Dubai, UAE
Start date: ASAP
Salary: $145,000-$155,000 base
What you'll be doing
Customer Success & Strategy
• Lead the customer success strategy across the Middle East and Africa.
• Improve the customer journey, from onboarding and implementation through to adoption, renewal and long term engagement.
• Use customer feedback, performance data and insights to improve the experience and outcomes for education institutions.
• Establish clear goals and processes to support customer satisfaction, retention and growth.
Strategic Account Management
• Oversee relationships with key university and institutional customers across the region.
• Build trusted partnerships with senior education leaders, decision makers and other, senior stakeholders.
• Lead strategic account planning, customer reviews and renewal discussions.
• Identify opportunities to strengthen existing partnerships and expand the use of digital learning solutions.
• Work with commercial teams to align customer needs with business priorities.
People Leadership & Team Culture
• Lead, coach and develop a regional team of customer success and account management professionals.
• Build a positive, inclusive team culture where people feel valued, supported and confident sharing ideas.
• Bring people from different teams and functions together, encouraging open communication and shared ownership of results.
• Build strong relationships across departments, helping teams work towards common goals and solve challenges together.
• Support individual growth, recognise contributions and encourage collaboration across different markets.
• Set clear expectations while giving people the trust and support they need to succeed.
Digital Adoption & Customer Experience
• Support education institutions with the successful implementation and adoption of digital learning platforms.
• Help customers understand how technology can support their teaching, learning and institutional goals.
• Identify challenges early and work collaboratively to find practical solutions.
• Monitor customer engagement, usage and satisfaction to guide decisions and improve results.
What we're looking for
We're interested in experienced leaders who combine commercial understanding with strong people skills and a collaborative approach.
Ideally, you'll bring:
• Significant experience in customer success, strategic account management or customer experience, ideally within education, EdTech or enterprise technology.
• Experience leading, supporting and developing customer facing teams, ideally across multiple markets.
• A track record of managing complex customer relationships, supporting renewals and improving retention.
• A team focused leadership style, with the ability to bring people together, build trust and create a culture where collaboration comes naturally.
• The ability to work across different departments, connect people and encourage shared ownership of business goals.
• Strong communication and relationship building skills, with the ability to engage senior stakeholders.
• Experience using customer data and commercial insights to guide strategy and decisions.
• An understanding of digital learning platforms and how education institutions adopt technology.
• An open mindset, willingness to listen to different perspectives and ability to create an environment where people feel heard and respected.
Experience working with universities or higher education institutions would be particularly relevant.
Why consider this opportunity?
• Regional impact: Shape customer success across a diverse education market.
• People and culture: Build a team environment where collaboration, trust and personal growth matter.
• Leadership: Influence regional strategy while developing and supporting an experienced team.
• Meaningful partnerships: Work with education institutions to improve the use of technology in teaching and learning.
• Regional collaboration: Connect people and teams across different markets and cultures.
• Career growth: Take on a senior position with the opportunity to contribute to wider business decisions.
Interested? Let's talk.
We know that great leaders come from different backgrounds and career paths. You don't need to tick every box to be considered.
If you have relevant experience, enjoy bringing people together and believe that strong teams are the foundation of great customer relationships, we'd love to hear from you.
RecruitHer is committed to helping organisations build more diverse and inclusive leadership teams.
We welcome applications from people of all backgrounds and are happy to discuss any adjustments you may need during the recruitment process.
Apply now or get in touch with RecruitHer for a confidential conversation.
