Manager Customer Success MEA

About Vantor

Vantor focuses on spatial intelligence, assisting decision-makers and operators in understanding current situations and anticipating future developments. The company is a collaborative environment for problem solvers and innovators, working to help customers gain new perspectives. This role offers an opportunity to contribute to a mission-driven organization.

Role Overview

Vantor is seeking a Manager, Customer Success to lead customer success initiatives across the Middle East & Africa (MEA) region. This full-time position, based in Saudi Arabia, involves ensuring customers achieve maximum value from their investments and fostering long-term strategic partnerships. The role is both customer-facing and operational, requiring the management of a strategic account portfolio and leadership of the MEA Customer Success team. The ideal candidate will combine strong technical aptitude with relationship management skills and a commitment to building scalable customer success practices.

Key Responsibilities

• Serve as the primary Customer Success lead for strategic government customers in 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 responsiveness for operational issues and mission-critical customer needs.
• Monitor customer health, product adoption, usage trends, and satisfaction.
• Develop customer success plans to improve adoption, retention, and long-term value realization.
• Identify risks and coordinate cross-functional action plans for resolution.
• Act as the regional customer advocate for technical and operational matters, supporting Vantor platforms (Hub, Nexus, Sentry, RAP, DAF).
• Interface with Product, Engineering, Help Desk, and Technical Support teams to ensure timely issue resolution.
• Coordinate customer onboarding, operator training, and replacement user training.
• Partner with Strategic Account Managers and Account Executives to support renewals and customer retention.
• Identify expansion, cross-sell, and upsell opportunities through customer engagement.
• Own the monthly Customer Success operational reporting process for the region, producing dashboards and reports.
• Lead continuous process improvement initiatives across Customer Success.
• 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.
• Lead, coach, and develop the MEA Customer Success team, fostering a high-performing culture.
• Serve as a strategic operational partner to the VP by preparing executive updates and communications.

Required Qualifications and Experience

• 5-10 years of experience in customer success or a related field.
• Strong technical aptitude combined with exceptional relationship management skills.
• Demonstrated ability to build scalable customer success practices.
• Experience leading and developing a team.
• Proficiency in operational reporting and data-driven insights.

Success Factors

The successful candidate will build trusted, long-term customer relationships across the MEA region, deliver consistent customer satisfaction and strong renewal outcomes, and develop a high-performing Customer Success team. This individual will also improve operational visibility through meaningful reporting and data-driven insights, create scalable processes for efficiency and improved customer experience, and serve as a strategic partner to Sales, Product, Engineering, and leadership.