Job Summary:
The Customer Success Team Leader will oversee, mentor, and scale the Customer Success team at SkillUp MENA. In this role, you will be responsible for ensuring customer satisfaction, retention, and growth by managing post-sales customer relationships. You will collaborate closely with Sales, Product, and Marketing teams to deliver exceptional customer experiences and maximize value across the customer lifecycle.
Primary Duties and Responsibilities:
1. Team Leadership & Development
Lead, coach, and mentor the Customer Success team, fostering a customer-centric culture.
Recruit, train, and develop team members to drive high performance and professional growth.
Establish and implement best practices for customer engagement and account management.
2. Customer Relationship Management
Act as the main point of contact for key accounts and ensure consistent, high-quality customer experiences.
Proactively identify and address customer needs, challenges, and opportunities.
Support adoption, engagement, and satisfaction initiatives to retain and grow accounts.
3. Strategic Contribution
Support the development and execution of the customer success strategy aligned with company goals.
Identify opportunities for upselling, cross-selling, and expanding customer relationships.
Collaborate with internal teams to communicate customer feedback and improve offerings.
4. Process & Performance Management
Optimize customer success processes for efficiency, scalability, and impact.
Monitor team performance through KPIs, metrics, and regular reporting.
Provide insights and recommendations to senior leadership based on data and trends.
Experience Requirements:
- 5+ years in Customer Success, Account Management, or related roles, with at least 2+ years in a leadership position.
- Experience in digital or learning & development sectors is a plus.
- Strong analytical, organizational, and interpersonal skills.
- Proficiency in CRM systems and customer success tools.
- Fluent in Arabic and English with excellent communication skills.
Education Requirements:
Bachelor’s degree in Business, Marketing, or a related field; advanced degree preferred.