Director of Customer Success

About the Company

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.

Responsibilities

• Own ARR realization, retention, renewals, and expansion across the customer lifecycle
• Lead and scale a 35+ person CX organization across Customer Success and Customer Support
• Define and raise the bar for Customer Success standards including onboarding, adoption, and health scoring
• Build and scale a structured Customer Success operating model
• Act as the internal voice of the customer to influence product roadmap
• Own and report on key metrics including NRR, GRR, churn, and NPS
• Manage high-impact customer escalations and strategic accounts

Requirements

• Proven leadership experience building and scaling Customer Success organizations in B2B SaaS
• Demonstrated ownership of NRR, GRR, renewals, and expansion targets
• Experience leading large, multi-layered teams across Success and Support functions
• Experience working with enterprise and government customers
• Deep expertise in Customer Success operating models and engagement frameworks
• Fluent in Arabic and English
• Strong familiarity with the Saudi Arabian market

Preferred Qualifications

• Arabic-speaking candidates with regional experience
• Experience using AI tools or automation to improve CX workflows
• Track record of building CX organizations that customers and employees love