Customer Success Manager (Global)

As the Head of Global Customer Success for Tookan you will own the post-sale customer journey worldwide. You will lead mentor and scale a high-performing team of 8 Customer Success Managers (CSMs) and Account Managers (AMs) based in the UAE.

Your mission is two-fold: ensure seamless high-touch onboarding that drives immediate product adoption and systematically unlock revenue growth through proactive upselling and cross-selling. This is a strategic leadership role requiring a blend of deep empathy for the customer strong people management skills and a sharp commercial mindset.

Key Responsibilities

1. Team Leadership & People Management (30%)

• Manage & Mentor: Lead and inspire the current team of 8 CSM/AM professionals fostering a culture of accountability continuous learning and high performance.
  

• KPI Tracking: Define monitor and report on team-wide and individual KPIs (e.g. Net Retention Rate (NRR) Churn Rate Time-to-Value and Expansion Revenue).
  

• Resource Allocation: Optimize territory and account mapping for the global client base to ensure maximum customer coverage and satisfaction.
  

2. World-Class Onboarding & Time-to-Value (30%)

• Process Optimization: Refine and standardise the global onboarding play book for Tookan to reduce implementation friction and accelerate Time-to-Value (TTV).
  

• High-Touch Adoption: Ensure clients are fully utilising Tookans core functionalities (routing dispatching tracking) tailored to their specific industry needs.
  

• Churn Prevention: Identify early warning signs of low adoption or friction during onboarding and implement swift intervention strategies.
  

3. Revenue Generation: Upsell & Cross-sell (40%)

• Commercial Strategy: Build and execute a structured account expansion framework to systematically identify upsell (higher tiers more tasks/agents) and cross-sell (add-on modules integrations) opportunities.
  

• Revenue Accountability: Partner with the sales and product teams to hit net-revenue retention targets turning the CS department into a major revenue-driving engine.
  

• QBRs & Executive Engagement: Lead Strategic Quarterly Business Reviews (QBRs) with key enterprise global accounts to align Tookans roadmap with their evolving business goals.
  

Requirements

Required Experience & Skills

• Experience: Experience in Customer Success or Account Management within the B2B IT SaaS space with at least some experience in a leadership/people management role.
  

• Domain Knowledge: Previous experience working with logistics software last-mile delivery tech field force management or hyper-local marketplace SaaS (like Tookan) is highly preferred.
  

• Proven Revenue Track Record: Demonstrated success in owning commercial targets specifically driving account expansion cross-selling and renewal negotiations.
  

• Global Mindset: Experience managing a global customer base across different time zones and cultural nuances from a centralised hub (UAE).
  

• Analytical Skills: Strong ability to interpret data build customer health scores and turn usage analytics into actionable retention plans.
  

• Communication: Exceptional English communication and presentation skills
  

Benefits

What We Offer

• A competitive tax-free salary and performance-based bonuses tied to global NRR targets.
  

• Opportunity to lead a core product division for a globally recognized SaaS brand.
  

• Dynamic multicultural work environment in the heart of Dubai.