Customer Success Lead

We're building a platform that transforms how personal events are planned and booked in Saudi Arabia.

We're looking for a Customer Success Lead to own the end-to-end customer and vendor experience — from first inquiry to post-event follow-up.

This is a foundational role.

At this stage, every customer interaction shapes our reputation, retention, and referrals.

You will build the function from scratch and set the standard for how the platform serves its users.

Design and manage the full customer journey across all touchpoints

Ensure every event booked through the platform delivers a seamless experience

Identify pain points, resolve them, and continuously improve the process

Lead customer communication across WhatsApp, calls, and in-app messaging

Build SOPs, response frameworks, and escalation protocols from scratch

Ensure fast, professional, and empathetic resolution of all customer issues

Act as the bridge between customers and vendors — ensuring service quality and alignment

Follow up on bookings, timelines, and customer expectations with vendors

Manage vendor-side communication to prevent issues before they happen

Collect structured feedback after every event

Track and report NPS, satisfaction metrics, and support response times

Identify patterns and recommend improvements to product, operations, and marketing

Work closely with product, growth, and sales teams to translate customer insights into action

Contribute to refining platform features based on real customer and vendor behavior

3+ years of experience in customer success, operations, or service-oriented roles

Based in Riyadh or willing to relocate immediately

Fluent Arabic + professional English

Strong interpersonal and communication skills — written and verbal

Highly organized, detail-oriented, and comfortable managing multiple cases simultaneously

Ability to build processes from scratch in an unstructured environment

Comfortable working directly with customers, vendors, and internal teams

Experience in events, hospitality, or marketplace platforms

Experience setting up customer support functions from zero

Familiarity with CRM tools, ticketing systems, or WhatsApp Business API

Experience managing high-expectation customers (weddings, luxury, premium services)

Saudi dialect proficiency

You prefer strictly defined roles with limited ownership

You are not comfortable handling difficult or emotionally charged customer situations

You prefer back-office roles without direct customer interaction

You need established systems and processes to be productive

Seamless execution of the first wave of customer bookings with high satisfaction

Clear support processes, SLAs, and escalation paths established and documented

Measurable NPS tracking in place with consistent improvement

Strong vendor coordination with minimal customer-reported issues

Customer insights actively feeding into product and marketing improvements

Build the customer success function from the ground up — you define how it works

Direct impact on brand reputation, retention, and word-of-mouth growth

Work directly with the founding team with full ownership of the customer experience

High-visibility role where your work is immediately felt by every user

📍 Riyadh, Saudi Arabia — On-site

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