Head of Customer Success

About the role

We are seeking a senior, hands‑on Head of Customer Success to shape the post‑sale experience for our fast‑growing B2B SaaS business in Saudi Arabia. You will own retention, expansion and adoption outcomes while building the function from the ground up.

Key responsibilities

• Define and execute the overall Customer Success strategy, accountable for retention, Net Revenue Retention (NRR) and churn.
• Drive product adoption by increasing breadth and depth of usage across the customer base.
• Coach, enable and support the Customer Success team, stepping into strategic accounts when needed.
• Recruit, onboard and scale the Customer Success organization as the company grows.
• Develop a scalable playbook covering onboarding, adoption, success planning, renewal and expansion.
• Establish health‑scoring frameworks, account‑management standards and repeatable processes tied to measurable outcomes.
• Partner with Sales, Product and Engineering to voice customer needs and surface growth opportunities.
• Maintain accurate visibility into customer health, risks and opportunities using HubSpot or similar CRM.

Required profile

• Proven senior leadership experience in a B2B SaaS environment.
• Track record of delivering measurable retention, expansion and revenue outcomes.
• Strong strategic mindset combined with a willingness to roll up sleeves on key accounts.
• Ability to build, mentor and scale high‑performing Customer Success teams.

Required skills

• Salesforce
• Gainsight
• Vitally
• HubSpot
• Customer health‑scoring
• Customer Success methodologies