Team Lead - Riyadh - Rewaa

Job Title: Team Lead of Customer Success Managers

Rewaa is revolutionizing retail with its cutting-edge SaaS platform. The platform empowers retailers to move and grow faster, providing innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting on a single screen with lightning-fast and robust hardware.

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.

Key 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.
• Represent the Customer Success team in cross-departmental meetings and initiatives to ensure alignment and collaboration.

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.
• Bilingual in English and Arabic ( fluency in one of these languages required )
• Estimated Salary: $120,000 - $180,000 per annum (depending on location and experience)

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