Head of Customer Success

About the role

The Head of Customer Success will own the entire post‑sale journey, from onboarding through adoption, retention, renewals and growth. You will build a high‑performing, scalable CS organisation that drives satisfaction, reduces churn and turns clients into advocates.

Key responsibilities

• Build, mentor and manage a team of Customer Success Managers and Support Specialists, transitioning from a founder‑driven to a repeatable model.
• Own retention and growth KPIs such as NRR, GRR, churn and NPS/CSAT.
• Design and execute seamless implementation processes for complex enterprise solutions.
• Partner with Sales to identify upsell and cross‑sell opportunities, turning CS into a revenue‑driving function.
• Define customer health scoring, segmentation and maintain data accuracy.
• Implement tools and processes for data‑driven decision‑making.
• Act as the voice of the customer, influencing product and engineering roadmaps.
• Leverage AI and automation to streamline support workflows and scale without linear headcount growth.

Required profile

• 10+ years in Customer Success or Account Management, with at least 4 years in a leadership role.
• Proven experience scaling a B2B SaaS organisation, ideally at Series A growth stage.
• Bilingual proficiency in English and Arabic.
• Data‑driven mindset with ability to define KPIs and report to leadership.
• Commercially savvy, comfortable handling renewals and revenue discussions.

Required skills

• Hands‑on experience with Intercom.
• Experience using Zendesk AI.
• Proficiency with Gainsight.
• Knowledge of HubSpot.
• Ability to apply AI and automation for operational efficiency.