naukri
Customer Success Manager (Global)
Jungleworks
Dubai, UAE
Manager
Field
Today
Customer SuccessTeam LeadershipUpsellingCross sellingOnboardingKPI Tracking
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
Customer SuccessTeam LeadershipUpselling
About the Role
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.
Key Skills for This Role
Customer SuccessTeam LeadershipUpsellingCross sellingOnboardingKPI Tracking
Responsibilities
- Lead, mentor, and scale a high performing team of 8 Customer Success Managers and Account Managers
- Define, monitor, and report on team wide and individual KPIs
- Optimize territory and account mapping for global client base
- Refine and standardise the global onboarding playbook for Tookan to reduce implementation friction and accelerate Time to Value
- Ensure clients are fully utilising Tookan’s core functionalities
- Identify early warning signs of low adoption or friction during onboarding and implement swift intervention strategies
- Build and execute a structured account expansion framework to systematically identify upsell and cross sell opportunities
- Partner with sales and product teams to hit net revenue retention targets
- Lead Strategic Quarterly Business Reviews (QBRs) with key enterprise global accounts
Requirements
- Experience leading and managing a team of Customer Success Managers and Account Managers
- Strong people management skills
- Sharp commercial mindset for upselling and cross selling
- Experience with onboarding optimization and reducing time to value
- Ability to define and monitor KPIs such as NRR, Churn Rate, Time to Value, and Expansion Revenue
Full Job Posting
Role Overview
- 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
- 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.
- 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 Tookan’s 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.
- 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 Tookan’s roadmap with their evolving business goals.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career