Head of Customer Success - SaaS Growth & Retention

Property Finder; Dubai; On-site; AED 300,000 - 500,000; Full time

Job summary

Property Finder is seeking a Head of Customer Success to oversee post-sales engagement and retention across Enterprise and SMB clients in the MENA region. You will build a high-performing team, align CS with Sales, and drive value realization from our digital products and solutions.

The role focuses on reducing churn, increasing adoption, and delivering scalable customer success programs with data-driven insights for revenue growth.

Qualifications

• Bachelor's degree in Business, Marketing, or related field.
• 8+ years in B2B SaaS or subscription sales and account management.
• 4+ years leading a sales or customer success team of at least five people.
• Proven leadership with strong communication, forecasting, problem-solving, and data-driven decision-making.
• Experience building and scaling a retention function with key internal/external stakeholders.

Responsibilities

• Create and execute a customer success strategy driving Net Revenue Retention across the Group, managing over $100M in book value and 1,500+ clients.
• Drive metrics around product adoption and market share, including adoption of SuperAgent, Spotlight, and Quality Score.
• Lead a team of 12+ customer success partners across the region and coach them to exceed targets.
• Hire, develop, and coach your team to take a consultative approach to managing customers.
• Act as escalation point for all customer account management matters and resolve promptly.
• Carry out on-ground client visits to support and coach the team, hearing the voice of the customer.
• Monitor health metrics and run client reviews, keeping clients on track to meet goals.
• Identify CSQLs during check-ins to support revenue growth and upsell opportunities.
• Use technology to increase efficiency and scale processes.
• Partner with Sales to provide the support and resources customers need throughout their lifecycle.

Skills

Leadership

Customer success

Account management

Strategic planning

Data-driven decisions

Stakeholder management

Communication

Team development

Education

Bachelor's degree in Business, Marketing, or related field

Tools

Salesforce

Excel

PowerPoint

Job description

Property Finder is seeking a Head of Customer Success to oversee post-sales engagement and retention across Enterprise and SMB clients in the MENA region. You will build a high-performing team, align CS with Sales, and drive value realization from our digital products and solutions.

The role focuses on reducing churn, increasing adoption, and delivering scalable customer success programs with data-driven insights for revenue growth.