Head Of Customer Success Manager

Penny Software; Saudi Arabia; On-site; SAR 300,000 - 400,000; Full time

Job summary

A leading SaaS company in Saudi Arabia is looking for an experienced Head of Customer Success to lead their customer success function. This role involves overseeing a team, defining success metrics, and ensuring customers achieve maximum value. Candidates should have extensive experience in B2B enterprise SaaS and proven leadership skills. Join us to drive growth and retention in a dynamic environment.

Qualifications

• 8–12 years of experience in Customer Success or Account Management in B2B enterprise SaaS.
• 3–5 years of leadership experience managing customer-facing teams.
• Strong understanding of customer success frameworks.

Responsibilities

• Develop and execute customer success strategy aligned with company goals.
• Lead and mentor a team of Customer Success Managers.
• Establish success metrics and reporting frameworks.

Skills

Customer-first mindset

Leadership

Operational excellence

Data-driven decision making

Education

Bachelor’s degree in Business

MBA

Job description

Overview

We are seeking an experienced and strategic Head of Customer Success to lead our customer success function and drive long-term value for our customers. This role will oversee the customer success team, define success metrics, and ensure our customers achieve maximum value from our solutions while driving retention, growth, and advocacy.

The ideal candidate will combine a customer-first mindset with strong leadership, operational excellence, and proven experience in scaling customer success for a SaaS or B2B company.

Responsibilities

• Develop and execute the overall customer success strategy aligned with company goals.
• Lead, mentor, and grow a high-performing team of Customer Success Managers and Account Managers.
• Establish clear success metrics, KPIs, and reporting frameworks for customer retention, expansion, and satisfaction.
• Serve as the executive sponsor for strategic customer accounts and escalate as needed.
• Ensure a seamless onboarding, adoption, and renewal process across all customer segments.
• Build strong, trusted advisor relationships with customer executives to ensure business outcomes are achieved.
• Standardize customer success playbooks, workflows, and best practices.
• Partner with Product, Sales, and Marketing to ensure customer needs are represented in roadmap and strategy.
• Implement tools and processes for customer health scoring, lifecycle management, and proactive engagement.
• Own customer retention and expansion metrics (churn, renewal, upsell, and cross-sell).
• Collaborate with Sales on expansion opportunities and renewal negotiations.
• Monitor customer health indicators and proactively address risks to prevent churn.

Qualifications

• 8–12 years of experience in Customer Success, Account Management, or related roles in B2B enterprise SaaS.
• At least 3–5 years of leadership experience managing customer-facing teams.
• Strong understanding of customer success frameworks, lifecycle management, and revenue impact.
• Strong understanding of business flows, business analysis, and process optimization.
• Proven track record of reducing churn and driving account growth.
• Exceptional communication and executive presence with the ability to influence at all levels.
• Data-driven with the ability to translate insights into actionable strategies.
• Bachelor’s degree in Business, Management, or related field; MBA is a plus.