[Hiring] Manager, Customer Success @Vantor

Role Description

Vantor is seeking a Manager, Customer Success to lead customer success across the Middle East & Africa (MEA), ensuring our customers realize maximum value from their investment while building long-term strategic partnerships. This role is both customer-facing and operational. The successful candidate will manage a portfolio of strategic accounts while leading the MEA Customer Success team, driving consistent execution, improving operational processes, and providing the reporting and insights that enable better business decisions.

The ideal candidate combines strong technical aptitude with exceptional relationship management skills and has a passion for building scalable customer success practices in a fast-growing, mission-focused organization.

What You'll Do

• Own Strategic Customer Relationships
  • Serve as the primary Customer Success lead for a portfolio of strategic government customers across the MEA region.
  • Build trusted relationships with operational users, technical teams, and executive stakeholders.
  • Conduct regular operational reviews, quarterly business reviews, and executive engagement sessions.
  • Maintain a high level of responsiveness for operational issues and mission-critical customer needs.
• Drive Customer Health & Adoption
  • Monitor customer health, product adoption, usage trends, and satisfaction.
  • Develop customer success plans that improve adoption, retention, and long-term value realization.
  • Identify risks early and coordinate cross-functional action plans to resolve issues.
  • Ensure customers receive maximum value from Vantor's products and services.
• Provide Technical & Operational Customer Support
  • Act as the regional customer advocate for technical and operational matters.
  • Support customers using Vantor platforms including Hub, Nexus, Sentry, RAP and DAF, while coordinating specialist support where required.
  • Interface directly with Product, Engineering, Help Desk and Technical Support teams to ensure timely issue resolution.
  • Gather complete technical information to accelerate problem resolution and reduce unnecessary escalation cycles.
  • Coordinate customer onboarding, operator training, and replacement user training.
• Support Commercial Growth
  • Partner with Strategic Account Managers and Account Executives to support renewals and long-term customer retention.
  • Identify expansion, cross-sell, and upsell opportunities through strong customer engagement.
  • Maintain a deep understanding of customer priorities and align product capabilities with evolving operational needs.
  • Support commercial negotiations through customer insight and operational knowledge.
• Operational Excellence & Reporting
  • Own the monthly Customer Success operational reporting process for the region.
  • Produce dashboards and reports covering customer health, support metrics, product adoption, renewal risks, customer engagement, and operational performance.
  • Analyze trends and recommend improvements that increase efficiency, consistency, and customer satisfaction.
  • Lead continuous process improvement initiatives across Customer Success, driving standardization, automation, and operational maturity.
  • Partner with Sales Operations, Product, Engineering, and Finance to improve cross-functional processes and reporting.
• Customer Insight & Voice of Customer
  • Develop a deep understanding of customer missions, workflows, and operational environments.
  • Capture customer feedback and translate it into actionable recommendations for Product, Engineering, and leadership.
  • Serve as the voice of the customer within Vantor, advocating for improvements that enhance customer outcomes.
• Lead the MEA Customer Success Function
  • Lead, coach, and develop the MEA Customer Success team, currently consisting of one additional Customer Success Manager, creating a high-performing and customer-focused culture.
  • Set priorities, allocate resources, and ensure consistent execution across customer accounts.
  • Establish best practices, playbooks, and operating rhythms for customer engagement and success.
  • Partner closely with Regional Sales leadership to align customer success activities with commercial priorities.
  • Serve as a strategic operational partner to the VP by preparing executive updates, presentations, reports, and other business communications to support decision-making and stakeholder engagement.
  • Maintain a comprehensive understanding of regional operations, strategic priorities, and business opportunities, proactively synthesizing information and ensuring the VP is informed of key developments.
  • Coordinate and support cross-functional operational initiatives by drafting correspondence, briefing materials, meeting agendas, and other executive deliverables while tracking action items and ensuring timely follow-up.

Qualifications

• Experience leading customer success, customer operations, technical account management, or strategic customer support teams.
• Demonstrated experience managing customer relationships within enterprise software, SaaS, geospatial, intelligence, defense, or government environments.
• Strong people leadership experience with the ability to coach, develop, and motivate teams.
• Excellent operational and analytical skills, with experience producing executive-level reporting and dashboards.
• Strong technical aptitude and ability to quickly learn complex software platforms.
• Excellent communication and stakeholder management skills.
• Proven ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting government or defense customers.
• Experience working with secure or mission-critical environments.
• Arabic language capability is highly desirable.
• Ability to obtain required security clearances where applicable.
• Willingness to travel throughout the MEA region and internationally as required.
• Willingness to spend an initial onboarding period in the United States to develop deep product and operational knowledge.

Success in This Role

• Build trusted, long-term customer relationships across the MEA region.
• Deliver consistently high customer satisfaction and strong renewal outcomes.
• Develop a high-performing Customer Success team.
• Improve operational visibility through meaningful reporting and data-driven insights.
• Create scalable processes that improve efficiency, consistency, and customer experience.
• Serve as a strategic partner to Sales, Product, Engineering, and leadership while ensuring customers achieve maximum value from Vantor solutions.

EEO Policy

Vantor is an equal opportunity employer committed to an inclusive workplace. We believe in fostering an environment where all team members feel respected, valued, and encouraged to share their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability, protected veteran status, age, or any other characteristic protected by law.