Head of customer success

Job description

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). Our client is a fast-growing Saudi SaaS start-up that’s helping shape the digital trust infrastructure of the Saudi digital economy. Thousands of users rely on their platform to securely manage and sign agreements. Their vision is to become a comprehensive solution for E-signatures, digital agreements, and identity verification. Supported by investors and rapidly expanding their team and customer base, they are looking for a driven Product Manager to join their journey.