Requirements
The ideal candidate will have experience in Customer Success or Account Management within the B2B IT SaaS space, including leadership/people management. Domain knowledge in logistics software, last-mile delivery tech, field force management, or hyper-local marketplace SaaS is highly preferred. Proven success in owning commercial targets, driving account expansion, cross-selling, and renewal negotiations is essential, along with experience managing a global customer base across different time zones.
Description
Job DescriptionAs 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.RequirementsRequired Experience & SkillsExperience: 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 BenefitsWhat We OfferA 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.Job DetailsRole Level: Mid-Level Work Type: Full-Time Country: United Arab Emirates City: Sharjah Company Website: http://jungleworks.com/ Job Function: Customer Service Company Industry/Sector: IT Services and IT ConsultingWhat We OfferAbout The CompanySearching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.ReportDisclaimer: talentmate.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at [HIDDEN TEXT].