Customer Success Team Lead

About The Role

Revenue & Portfolio Ownership

• Own retention, up-sell, and cross-sell performance across the full Middle East customer portfolio
• Achieve portfolio revenue growth targets
• Drive a disciplined renewal cadence and expansion pipeline, with full visibility from forecast to close

Post-Sales Operating Model

• Define and implement the post-sales organisational structure, including role segmentation between Account Management and Customer Success functions
• Set customer segmentation criteria, coverage ratios, and capacity planning models to ensure scalable, cost-effective delivery
• Establish clear ownership boundaries between CS, AM, and Sales to eliminate gaps and redundancy in the customer journey

Playbooks, Frameworks & Systems

• Build and maintain playbooks for renewal, expansion, and adoption
• Design and operationalise health scoring and churn risk frameworks, integrated with CRM and reporting infrastructure
• Define and enforce reporting standards, KPIs, and performance management frameworks across the post-sales function

Strategic Account Engagement

• Participate in a select number of strategic accounts as executive sponsor, providing senior-level relationship support and escalation coverage
• Ensure strategic accounts receive appropriate internal prioritisation, resource allocation, and executive visibility
• Voice of the Customer
• Own the formal feedback loop between customers and internal content, product, and technology teams
• Synthesise customer intelligence into actionable product and content recommendations; represent customer needs in internal planning processes
• Contribute to the regional go-to-market and product roadmap discussions as a senior commercial stakeholder

Leadership & Organisational Development

• Lead, coach, and develop a team of Account Managers and Customer Success Managers; build bench strength for the region's growth ambitions
• Foster a culture of accountability, customer centricity, and continuous improvement
• Build a scalable system (processes, tools, and people) that supports the team as the portfolio grows