Role Overview – Head of Customer Success
As the leader of Customer Success, you will take full ownership of the end-to-end customer journey after the sale—covering onboarding, implementation, adoption, retention, renewals, and growth. Your goal is to create a high-performing, scalable CS organization that consistently drives customer satisfaction, strengthens retention, and transforms clients into long-term advocates.
This position blends strategic leadership, operational rigor, and direct engagement with key enterprise and government clients.
Key Responsibilities:
- Team Leadership & Development: Build, mentor, and manage a strong team of Customer Success Managers and Support Specialists. You will design processes that transition the organization from a founder-driven approach to a scalable, repeatable model.
- Ownership of Metrics: Take full accountability for retention and growth KPIs, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn, and customer satisfaction scores (NPS/CSAT).
- Onboarding Excellence: Architect a seamless implementation process for complex solutions that accelerates adoption and ensures value realization for client organizations.
- Revenue Growth: Partner with Sales to identify upsell and cross-sell opportunities, turning Customer Success into a revenue-driving function.
- Operational Best Practices: Define customer health scoring, segmentation, and maintain data accuracy. Implement the right tools and processes to support data-driven decision-making.
- Customer Advocacy: Serve as the voice of the customer internally, collaborating with Product and Engineering teams to guide the development roadmap based on client feedback.
- Leverage Technology for Scale: Utilize AI and automation to streamline support workflows, enabling growth without a linear increase in headcount.
Qualifications & Experience:
- Strong passion for customer success.
- 10+ years in Customer Success or Account Management, with at least 4 years in a leadership capacity.
- Proven experience in scaling a B2B SaaS organization, ideally in a Series A growth stage.
- Hands-on experience in enterprise SaaS; skilled in driving adoption beyond the initial sale.
- Data-driven mindset; comfortable defining KPIs and reporting to leadership.
- Commercially savvy; capable of handling renewals and other customer-related business discussions.
- Bilingual proficiency in English and Arabic to support regional clients.
- Expertise in operational efficiency through automation and AI tools (e.g., Intercom, Zendesk AI, Gainsight, HubSpot).
