Head of Customer Success

Responsibilities

• Build, mentor, and manage a team of Customer Success Managers and Support Specialists
• Take full accountability for retention and growth KPIs including NRR, GRR, churn, and NPS/CSAT
• Architect seamless implementation processes for complex enterprise solutions
• Partner with Sales to identify upsell and cross-sell opportunities
• Define customer health scoring, segmentation, and data-driven decision-making processes
• Serve as the voice of the customer to guide Product and Engineering roadmaps
• Utilize AI and automation to streamline support workflows

Requirements

• 10+ years in Customer Success or Account Management
• 4+ years in a leadership capacity
• Proven experience scaling a B2B SaaS organization (ideally Series A)
• Hands-on experience in enterprise SaaS adoption
• Data-driven mindset with experience reporting KPIs to leadership
• Bilingual proficiency in English and Arabic
• Expertise in automation and AI tools such as Intercom, Zendesk AI, Gainsight, or HubSpot

About the Company

Our client is a fast-growing Saudi SaaS start-up helping shape the digital trust infrastructure of the Saudi digital economy through E-signatures, digital agreements, and identity verification.