Head of Customer Success (Martech)

HRsource; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A dynamic marketing technology company in the UAE seeks a Customer Success leader to own the full customer lifecycle, from onboarding to renewal. The right candidate will have over 7 years of experience in a B2B SaaS environment, a deep understanding of MarTech and digital marketing, and the ability to thrive in a fast-paced, ownership-driven culture. This role offers a competitive salary, equity, and the chance to build systems from scratch while directly influencing company strategy.

Benefits

Competitive salary plus meaningful equity

Influence on product and company strategy

Ownership-driven environment

Qualifications

• 7+ years in Customer Success, Account Management, or Client Services within B2B SaaS.
• Hands-on experience with MarTech platforms and real digital marketing experience.
• Experience in a startup or high-growth environment where you wore multiple hats.

Responsibilities

• Own the full customer lifecycle: onboarding, adoption, retention, renewal, and expansion.
• Manage key accounts and design CS processes, playbooks, and workflows.
• Proactively identify churn risks and take direct action to retain accounts.

Skills

Customer Success

Account Management

Hands-on experience with MarTech platforms

Digital marketing experience

Tools

HubSpot

Salesforce

Marketo

GA

Job description

We’re hiring a hands‑on Customer Success leader who has done the work—not just overseen it. This role is for someone who thrives in ambiguity, builds systems from scratch, and understands MarTech and digital marketing deeply.

You will own Customer Success end to end. That means onboarding customers yourself, stepping in when things break, fixing messy processes, and building scalable foundations as we grow. If you need structure handed to you, this isn’t the role. If you enjoy building while operating, read on.

What You’ll Do

• Own the full customer lifecycle: onboarding, adoption, retention, renewal, and expansion
• Personally manage key accounts while designing CS processes, playbooks, and workflows from zero
• Act as a strategic advisor to customers on MarTech implementation and digital marketing execution
• Proactively identify churn risks and take direct action to retain accounts
• Partner closely with Sales on renewals, upsells, and expansion opportunities
• Work day-to-day with Product and Engineering to turn customer feedback into product improvements
• Define, track, and improve success metrics (retention, NPS, adoption, expansion)
• Hire, train, and lead a Customer Success team as the company scales

What You Bring

• 7+ years in Customer Success, Account Management, or Client Services within B2B SaaS
• Hands‑on experience with MarTech platforms (CRM, marketing automation, analytics, CDPs, attribution tools)
• Real digital marketing experience (SEO, paid media, lifecycle/email, analytics, or similar)
• Experience in a startup or high‑growth environment where you wore multiple hats
• Proven ability to reduce churn and drive expansion revenue
• Direct experience onboarding customers, troubleshooting implementations, and managing escalations
• Comfort operating with incomplete information, shifting priorities, and limited resources

You’re Likely a Great Fit If You…

• Have built Customer Success before the playbook existed
• Prefer execution over theory and action over perfection
• Can discuss marketing strategy with a CMO and data with an ops team in the same conversation
• Aren’t afraid to jump on calls, write documentation, fix workflows, and ship improvements yourself
• Care deeply about customers while clearly understanding revenue and growth

Nice to Have

• Experience with tools like HubSpot, Salesforce, Marketo, Braze, Segment, GA, or similar
• Prior experience scaling CS from early‑stage to growth stage
• Experience working with mid‑market or enterprise customers

What We Offer

• The opportunity to build something meaningful from the ground up
• Direct influence on product, roadmap, and company strategy
• Competitive salary plus meaningful equity
• A fast‑moving, ownership‑driven environment with no corporate fluff