Ghassan Bridi

• Established and led high-performing Customer Success Management (CSM) teams, managing a portfolio of 300+ customers with over $100M in ARR across Saudi Arabia, Upper Gulf, and the ECEMEA Midmarket. Improved team productivity and elevated customer engagement through structured leadership and coaching. • Initiated adoption and expansion programs that increased customer usage and reduced renewal risk by 10%, contributing to improved retention and portfolio stability. • Developed and implemented governance frameworks across internal and external stakeholders, increasing customer health scores and adoption rates through the use of AI-driven insights and predictive analytics. • Enabled the CSM organization to leverage Oracle AI tools to tailor customer journeys, reveal hidden risks, and identify expansion opportunities to retain at-risk customers. • Led the formulation and execution of a comprehensive Digital Transformation Strategy, ensuring business–IT alignment and enhancing customer value realization across multiple regions. • Directed both field and remote CSM teams to drive product adoption and measurable customer outcomes, increasing product utilization across the portfolio. • Managed a $10M ARR key account as Customer Success Executive & Upper Gulf Team Leader, ensuring on-time delivery of Oracle Cloud services across multiple pillars. • As Senior Cluster Manager, led the successful implementation of 88+ Oracle SaaS/PaaS projects across Africa, Levant, Turkey, and CAT regions, driving significant growth in cloud adoption. • Recruited, mentored, and coached 10+ Customer Success Managers, building a scalable and high-performance organizational capability for Oracle’s strategic customer portfolio.

• Built, developed, and led a high-performing Customer Success team, fostering a culture of accountability, collaboration, and continuous improvement. • Defined and executed the customer success vision and strategy, aligning business objectives with measurable outcomes focused on product adoption, customer satisfaction, and long-term retention. • Drove customer outcomes by ensuring seamless onboarding, increasing product utilization, and proactively identifying growth opportunities through success planning and data-driven insights. • Partnered with cross-functional stakeholders to elevate the customer experience, mitigate risks, and strengthen renewal and expansion opportunities. • Acted as a trusted advisor to customers, advocating for their success and enabling business impact through digital transformation and cloud adoption.

• Aligned business and IT objectives across multiple subsidiaries, using Hoshin Planning to ensure seamless integration between business operations and technology infrastructure. • Managed and optimized Opex and Capex budgets for IT investment projects, ensuring cost-efficiency and alignment with strategic priorities in collaboration with senior leadership. • Led and scaled the Business Applications Team, overseeing daily operations, application lifecycle management, and FTE growth to meet organizational expansion needs across EMEA subsidiaries. • Spearheaded the implementation of complex enterprise applications, including SAP, Oracle EBS, Microsoft Navision, Great Plains, Sage, and industry-specific automotive systems — improving data accuracy and reducing operational redundancy by 25% of business time and effort. • Developed and executed a comprehensive cloud strategy, enhancing system reliability and enabling digital modernization. • Coached and upskilled IT Applications team members, strengthening both technical capabilities and leadership competencies to support continuous improvement and career progression.