JOB SUMMARY
The Head of Customer Success Management (CSM) will lead, mentor, and scale the CSM team at SkillUp MENA. In this senior role, you will oversee the strategy and execution of all post-sales customer relationships, driving customer satisfaction, retention, and growth. You will work closely with cross-functional teams, including Sales, Product, and Marketing, to ensure seamless customer experiences and deliver value across the customer lifecycle.
PRIMARY DUTIES AND RESPONSIBILITIES
1. Strategic Leadership
- Develop and execute a customer success strategy that aligns with SkillUp MENA’s overall mission and objectives.
- Set, monitor, and achieve KPIs focused on customer satisfaction, retention rates, and growth metrics.
- Identify opportunities for growth within existing accounts and collaborate with sales on cross-sell and upsell strategies.
2. Team Management and Development
- Recruit, train, and mentor a team of Customer Success Managers, fostering a culture of continuous improvement and customer-centricity.
- Provide ongoing coaching and support to the CSM team, establishing best practices for customer engagement and satisfaction.
3. Customer Relationship Management
- Serve as the primary point of contact for strategic accounts, ensuring a positive and consistent customer experience.
- Proactively address customer concerns and anticipate their needs, developing action plans to improve engagement, adoption, and satisfaction.
4. Process Improvement
- Continuously refine customer success processes to improve efficiency and scalability.
- Work closely with the Product and Marketing teams to communicate customer feedback and ensure our offerings meet customer expectations.
5. Reporting and Insights
- Analyze customer metrics and trends to provide regular updates to senior leadership.
- Create reports to measure team performance, identify areas for improvement, and showcase successes.
EXPERIENCE REQUIREMENTS
- 7+ years of experience in customer success, account management, or a related role, with at least 5 years in a leadership position.
- Digital and/or learning and development background is a plus.
- Strong analytical, organizational, and interpersonal skills.
- Experience working with CRM software and customer success tools.
- Proficiency in Arabic and English, with strong communication skills in both languages.
EDUCATION REQUIREMENTS
- Bachelor’s degree in Business, Marketing, or related field; advanced degree preferred.