Customer Success Manager (Global)

Jungleworks; Sharjah; On-site; AED 450,000 - 750,000; Full time

Benefits offered by this job

Competitive salary

Bonus program

Dubai team culture

Job summary

Jungleworks is seeking a Head of Global Customer Success for Tookan to own the end-to-end after-sales journey worldwide from the UAE hub. You will lead 8 CSM/AM professionals, optimize onboarding, and drive revenue growth through upsell and cross-sell opportunities, while aligning with product and sales on strategic goals.

The role requires strong leadership, customer empathy, and a commercial mindset to scale a high-performing global team based in Dubai.

Qualifications

• Experience in Customer Success or Account Management within B2B SaaS with leadership exposure.
• Domain knowledge in logistics software or last-mile tech is preferred.
• Proven track record of hitting commercial targets and renewals.
• Global customer base experience across time zones from a UAE hub.
• Strong data interpretation and customer health analytics abilities.
• Excellent written and verbal English communication.

Responsibilities

• Lead and mentor a team of 8 CSM/AM professionals ensuring accountability and performance.
• Define and monitor KPIs such as NRR, churn, and expansion revenue across the team.
• Refine onboarding playbooks and drive time-to-value improvements.
• Identify early adoption friction and intervene to prevent churn.
• Develop and execute account expansion plans with sales and product teams.
• Lead QBRs with enterprise accounts aligning Tookan roadmap with client goals.

Skills

Team Leadership

KPI Tracking

Onboarding & Adoption

Customer Success

Revenue Expansion

Global Mindset

Analytical Skills

English Communication

Education

Bachelor's degree

Job description

As the Head of Global Customer Success for Tookan you will own the post‑sale customer journey worldwide. You will lead, mentor and scale a high‑performing team of 8 Customer Success Managers (CSMs) and Account Managers (AMs) based in the UAE. Your mission is two‑fold: ensure seamless high‑touch onboarding that drives immediate product adoption and systematically unlock revenue growth through proactive upselling and cross‑selling. This is a strategic leadership role requiring a blend of deep empathy for the customer, strong people‑management skills and a sharp commercial mindset.

Key Responsibilities

1. Team Leadership & People Management (30%)

• Manage & Mentor: Lead and inspire the current team of 8 CSM/AM professionals fostering a culture of accountability, continuous learning and high performance.

• KPI Tracking: Define, monitor and report on team‑wide and individual KPIs (e.g. Net Retention Rate (NRR), Churn Rate, Time‑to‑Value and Expansion Revenue).

• Resource Allocation: Optimize territory and account mapping for the global client base to ensure maximum customer coverage and satisfaction.

2. World‑Class Onboarding & Time‑to‑Value (30%)

• Process Optimization: Refine and standardise the global onboarding playbook for Tookan to reduce implementation friction and accelerate Time‑to‑Value (TTV).

• High‑Touch Adoption: Ensure clients are fully utilising Tookan’s core functionalities (routing, dispatching, tracking) tailored to their specific industry needs.

• Churn Prevention: Identify early warning signs of low adoption or friction during onboarding and implement swift intervention strategies.

3. Revenue Generation: Upsell & Cross‑sell (40%)

• Commercial Strategy: Build and execute a structured account expansion framework to systematically identify upsell (higher tiers, more tasks/agents) and cross‑sell (add‑on modules, integrations) opportunities.

• Revenue Accountability: Partner with the sales and product teams to hit net‑revenue retention targets, turning the CS department into a major revenue‑driving engine.

• QBRs & Executive Engagement: Lead Strategic Quarterly Business Reviews (QBRs) with key enterprise global accounts to align Tookan’s roadmap with their evolving business goals.

Requirements

• Experience: Proven record in Customer Success or Account Management within the B2B IT SaaS space and at least some experience in a leadership/people‑management role.

• Domain Knowledge: Prior experience with logistics software, last‑mile delivery tech, field‑force management or hyper‑local marketplace SaaS (like Tookan) is highly preferred.

• Proven Revenue Track Record: Demonstrated success in owning commercial targets that drive account expansion, cross‑selling and renewal negotiations.

• Global Mindset: Experience managing a global customer base across different time zones and cultural nuances from a centralised hub (UAE).

• Analytical Skills: Strong ability to interpret data, build customer health scores and translate usage analytics into actionable retention plans.

• Communication: Exceptional written and verbal English communication and presentation skills.

Benefits

• A competitive tax‑free salary and performance‑based bonuses tied to global NRR targets.

• Opportunity to lead a core product division for a globally recognised SaaS brand.

• Dynamic multicultural work environment in the heart of Dubai.

Required Education

Bachelor’s degree.