Team Lead - Customer Success Manager
Riyadh
Customer Success – Customer Success /
Full-Time /
On-site
Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!
The Team Lead of Customer Success Managers is a player coach who owns a portfolio of high-profile accounts and leads a team of CSMs. This individual reports directly to the Senior Manager of Customer Success and is responsible for developing strategic customer relationships, driving product adoption, and ensuring high customer satisfaction and retention. They will also work cross-functionally with Sales, Onboarding, Support, and Product teams to advocate for customer needs and identify opportunities for growth.
Responsibilities
- Lead and mentor a team of Customer Success Managers
- Manage a portfolio of strategic customer accounts to ensure high satisfaction and retention
- Act as an escalation point for customer issues, driving resolution across departments
- Collaborate with Sales, Onboarding, Product, and Support teams to align customer needs with Rewaa’s product roadmap
- Conduct regular business reviews with key accounts to assess progress towards goals
- Analyze customer feedback to identify patterns and trends, and work cross-functionally to address them
- Develop strategies to drive customer success, improve retention, and reduce churn
- Assist in the development and implementation of processes to improve operational efficiency
- Monitor key performance metrics for the Customer Success team
- Participate in training new Customer Success Specialists
- Develop and maintain customer success metrics and KPIs to track team performance and customer outcomes
- Innovate and implement new initiatives to increase customer engagement and loyalty
- Conduct regular training sessions to keep the team updated on product updates, industry trends, and best practices
- Represent the Customer Success team in cross-departmental meetings and initiatives to ensure alignment and collaboration
- Stay updated on industry trends and best practices in customer success management to drive innovation and excellence within the team.
- Prepare reports for the management
Requirements
- Bachelor’s degree or equivalent work experience
- 3+ years’ experience in customer success or account management, preferably in SaaS
- Proven track record of managing and growing strategic customer relationships
- Strong leadership skills with experience mentoring and coaching teams
- Excellent communication, negotiation, and conflict resolution skills
- Ability to work in a fast-paced environment and manage multiple priorities
- Proficiency in CRM systems like Zoho, HubSpot, or Salesforce
- Strong analytical skills and ability to make data-driven decisions
- Bi-Lingual in English and Arabic
Alert for Candidates
Please be aware that Rewaa and its subsidiaries do not conduct interviews via email or text and will never request payment as a condition for applying for a position or receiving a job offer. To ensure your safety, apply only through Rewaa’s official channels and avoid sharing personal information (name, address, birthdate, ID number, etc.) with unsolicited contacts. If you encounter anything suspicious, please let us know so we can assist you.
تنبية للمتقدمين
تؤكد شركة رِواء وشركاتها التابعة على أنها لا تجري أي مقابلات عمل عبر البريد الإلكتروني أو الرسائل النصية، ولن تطلب أي مبالغ مادية كشرط للتقديم أو لتلقي عرض عمل على أي وظيفة. التقديم على وظائف شركة رواء يتم فقط عبر القنوات الرسمية للشركة، ونحذر من مشاركة معلوماتك الشخصية (مثل الاسم، العنوان، تاريخ الميلاد، والهوية الوطنية، وغيرها) مع أي طرف خارجي.
Notice to External Recruiters and Staffing Agencies
Rewaa does not accept unsolicited resumes from external recruiters or staffing agencies. Any submission of an unsolicited resume to our resume database, directly to Rewaa hiring managers, or by other means will be considered gratis, and no recruiting fee will be paid if an unsolicited candidate from a third-party recruiter is subsequently hired. Fees will be paid ONLY where an external recruiter has an executed service contract in place with Rewaa and resumes have been solicited by our Talent Acquisition team in connection with a specific job opening.
إشعار للمستقطبين الخارجيين ووكالات التوظيف
تؤكد شركة رِواء أنها لا تقبل أي سيرة ذاتية من المستقطبين الخارجيين أو وكالات التوظيف إلا إذا كانت بموجب عقد مبرم وموقع بين الطرفين. أي سيرة ذاتية تُقدم إلى قاعدة بياناتنا، أو تُرسل مباشرةً إلى مسؤولي التوظيف في شركة رِواء، أو تُرسل عبر أي وسيلة أخرى دون عقد مسبق، ستُعتبر خدمة مجانية، ولن يتم دفع أي رسوم توظيف في حال تعيين المرشح. تُدفع الرسوم فقط إذا تم طلب السيرة الذاتية من قِبَل مسؤولي التوظيف لدى شركة رِواء بموجب العقد.
