Head of Customer Success

Role: Head of Customer Success

Location: Dubai

Reports to: CEO

Job Summary

The Head of Customer Success will oversee the entire customer success function ensuring clients receive maximum value from our products and services. This leadership role is ideal for a strategic thinker with exceptional communication skills and the ability to foster long-term relationships with clients. The role will be directly responsible for acquiring new clients negotiating terms managing successful onboarding and continuously driving customer satisfaction and growth.

Responsibilities:

1. Leadership and Team Management

- Lead mentor and develop a high-performing customer success team.
- Establish refine and monitor processes to improve team efficiency and effectiveness.
- Set clear goals and performance metrics for the team monitoring progress and driving continuous improvement.
- Foster a customer-centric culture within the department to align with business objectives.

2. Client Acquisition Relationship Management and Contract Negotiation

- Oversee the signing of new clients to the company ensuring that the onboarding process begins smoothly.
- Lead negotiations with prospective clients ensuring terms are mutually beneficial and aligned with company goals.
- Build and maintain strong long-lasting relationships with key clients serving as their primary point of contact.
- Understand clients business goals and objectives ensuring they receive maximum value from our solutions.
- Proactively identify opportunities for clients to expand their use of our products and services.

3. Onboarding and Training

- Oversee the seamless onboarding process for new clients ensuring successful implementation and transition to our solutions.
- Design and deliver training programs to educate clients on product features benefits and best practices.
- Work closely with sales and product teams to ensure client expectations are accurately captured and met during onboarding.

4. Customer Retention and Growth

- Develop and implement strategies to increase customer retention and reduce churn.
- Monitor customer health metrics proactively addressing any issues and enhancing customer satisfaction.
- Identify upsell and cross-sell opportunities in collaboration with the sales team to drive revenue growth.
- Ensure clients remain satisfied throughout the lifecycle leading to long-term partnerships.

5. Feedback and Product Development

- Collect analyze and act upon customer feedback to identify areas for improvement in products and services.
- Work closely with the product management and development teams to ensure client needs are prioritized in product improvements.

6. Reporting and Analytics

- Develop and maintain dashboards and reports to track key customer success metrics such as satisfaction retention and growth.
- Present regular updates to senior management on customer success performance and key insights.
- Use data-driven insights to continuously refine customer success strategies.

7. Industry Knowledge and Best Practices

- Stay current with industry trends and best practices in customer success particularly within the fintech payments and gaming sectors.
- Implement new strategies tools and technologies to enhance customer success outcomes.

Experience

Proven experience in a customer success account management or similar role preferably within the fintech payments or gaming industries. Demonstrated success in managing customer success teams and building customer relationships.