Job description

The Customer Success Manager – EdTech is responsible for owning and driving customer success across the Middle East for a global AI-based education technology start-up specialising in higher education solutions and student homework support platforms. The role focuses on achieving or exceeding annual Middle East territory targets, including recognised revenue, contract renewals, and new module upsell revenue. The position manages the full renewal lifecycle of service agreements, including planning, drafting, presenting renewal proposals, negotiating contracts, managing signoff, and overseeing implementation. The role involves preparing and presenting tender responses for existing partners, developing executive-level relationships within partner institutions, and ensuring partner objectives are fully understood and met through well-planned, integrated, communicated, and reported services. The Customer Success Manager influences institutional stakeholders to implement best-practice student engagement strategies, maintains frequent face-to-face engagement with partners, and builds relationships across multiple stakeholder groups to ensure the platform offering is clearly understood by staff and students. The role actively identifies and facilitates upsell opportunities for additional platform modules, maintains detailed records in Salesforce covering strategic plans, meetings, activities, proposals, and opportunities, and requires regular travel across the GCC to attend partner meetings, events, and internal meetings, sometimes at short notice.