GHASSAN BRIDI

Head of Customer Success Operations

Contact

+971553067489 ghassanbridi@hotmail.com

Profile

With over a decade of experience in Customer Success and Strategic Operations, I specialize in driving digital transformation, cloud adoption, and business-IT alignment. As Customer Success Leader, I have led the formulation and execution of key strategies to enhance customer outcomes, optimize processes, and ensure seamless service delivery.

Throughout my career, I have worked with Oracle Systems Limited, overseeing customer success initiatives across the ECEMEA, Saudi Arabia and Upper-Gulf regions. I have successfully managed multi-million ARR accounts, developed and scaled CSM teams, and implemented governance structures that improved operational performance. My roles have spanned regions including Saudi Arabia, Levant, Africa, and Turkey, where I have driven cloud service uptake and led expansion-focused initiatives, significantly growing the customer base and portfolio.

Fluent in English, Arabic, French, and Russian, I hold an Honours Degree in Business Administration and Commercial Science from Holy Spirit University Kaslik, Lebanon. I am also certified in Oracle, TOGAF^® 9, and ITIL^®.

Head of Customer Success Operations

Name Ghassan Bridi

Phone +971553067489

Age 43 Years

Email ghassanbridi@hotmail.com

Nationality Lebanese

Marital Status Married

Current Occupation Customer Success Leader Midmarket (ECEMEA)

Languages

LinkedIn https://www.linkedin.com/in/ghassanbridi

Employment History

Oracle System Limited, Dubai, UAE

2017 - Present

Customer Success Leader Midmarket (ECEMEA)

Promoted from Customer Success Executive (ECEMEA) & Upper Gulf Team Leader, and Senior Cluster Manager, Customer Implementation Success (CATLEENA)

Oracle Systems Limited is a global leader in cloud computing and enterprise software solutions, specializing in database management, enterprise resource planning (ERP), and customer relationship management (CRM), offering a comprehensive suite of software, hardware, and cloud-based products designed to help organizations manage and optimize business processes.

Established and developed high-performing Customer Success Management (CSM) teams with a portfolio of 300+ Customers of 100+M$ Annual revenue (ARR) across Saudi Arabia, Upper-Gulf, and ECEMEA Midmarket, driving improvement in team productivity and individual performance.
Initiated expansion-focused initiatives, in increasing customer adoption that reduced renewal risks of 10%
Developed and implemented robust governance structures across internal and external stakeholders, resulting in a good increase in customer Health and adoption with support of AI insights.
Enabling Customer Success Team to use oracle AI tools to customise customer journey and reveal hidden risks to increase expansion and retain our customers at risk.
Led the formulation and execution of a Digital Transformation Strategy, driving business-IT alignment and business process reengineering across regions.
Led Field and Remote CSM teams to drive product adoption and customer outcomes, resulting in increase in product utilization across multiple regions.
As Customer Success Executive ECEMEA & Upper Gulf Team Leader, managed a $10M ARR key account, ensuring timely cloud service delivery across multiple pillars.
As Senior Cluster Manager, managed the successful implementation of 88+ Oracle SaaS/PaaS projects, and drove cloud adoption initiatives, driving growth in cloud adoption across regions (Africa, Levant, Turkey, CAT).
Recruited, mentored, and coached 10+ Customer Success Managers (CSM) across pillars for Oracle's strategic customers.

Abdul Latif Jameel International, Dubai, UAE

2014 - 2017

Head of Applications / General Manager Business Applications IT

Abdul Latif Jameel International encompasses various sectors such as automotive distribution, financial services, energy, real estate, and consumer products.

Aligned business and IT goals across subsidiaries, utilizing Hoshin Planning to ensure seamless integration of business operations and IT infrastructure.
Managed and optimized budgeting for Opex and Capex IT investment projects, ensuring cost-effectiveness and delivering on strategic priorities with senior executives.
Led and scaled the Business Applications Team, supporting subsidiaries in EMEA, ensuring daily operations, applications management, and FTE growth (Full-Time Equivalent).
Spearheaded the successful implementation of complex applications including SAP, EBS, Navision, Great Plains, Sage, and industry-specific automotive modules, improving data accuracy and reducing redundancy by 25% of business time/efforts.
Developed and implemented a cloud strategy.
Coached and developed IT Applications team members, enhancing their technical and leadership skills.

Prior to 2014 | Worked as

Oracle Implementation Program Manager Oracle Systems Limited, EMEA

Senior Financial Instructor Oracle University, Lebanon

Team Leader Hyperlink, Lebanon

Implementation Manager Emirates Holding AIMS Division, UAE

Accountant Supervisor JOSONS sarl, Lebanon

Skills & Qualifications

Customer Advocacy & Loyalty

While serving as Customer Success Executive at Oracle Systems Limited in ECEMEA, I led the Oracle Advocacy Program, boosting Net Promoter Score (NPS) through exceptional service delivery.

Customer Success Strategy

As Customer Success Leader at Oracle, I led the formulation and execution of a Digital Transformation Strategy, aligning business and IT processes across multiple regions.

Portfolio Growth & Upsell Strategy

In my role as Customer Success Executive, I drove significant portfolio growth by leveraging existing relationships and identifying upsell opportunities.

Cross-Regional Collaboration & Governance

As Customer Success Leader in Oracle, I established and fostered a collaborative environment across Saudi Arabia, Upper-Gulf, and ECEMEA.

Team Leadership & Development

At Oracle Systems Limited, I recruited, mentored, and coached a high-performing Customer Success Management (CSM) team across Saudi Arabia, Upper-Gulf, and ECEMEA Midmarket.

Risk Mitigation & Customer Health

In my role as Customer Success Executive in ECEMEA, I proactively identified and mitigated customer risks, reducing resolution time and improving customer health metrics.

Cloud Adoption & Onboarding

As Customer Success Leader at Oracle Systems Limited, I led cloud adoption initiatives, reducing onboarding timelines and increasing cloud-based service uptake.

Performance Optimization & Process Improvement

While serving as Customer Success Leader at Oracle Systems Limited, I spearheaded process improvements, reducing response time and increasing team efficiency.

Customer Success Management (CSM)

As Customer Success Executive, I managed a multi-million ARR key account in the Upper-Gulf region, ensuring timely cloud service delivery across multiple pillars.