تفاصيل الوظيفة
Jobgether تعلن نيابة عن شريكها عن توفر وظيفة رئيس نجاح العملاء (Head of Customer Success) في السعودية. هذا دور قيادي تنفيذي وعملي مسؤول عن تشكيل تجربة العملاء بعد البيع في بيئة B2B SaaS سريعة النمو، مع تركيز على الاحتفاظ والتوسع وتبني المنتج.
المهام والمسؤوليات
- الإشراف على استراتيجية وتنفيذ نجاح العملاء، مع مسؤولية مباشرة عن معدلات الاحتفاظ والتوسع وصافي الاحتفاظ بالإيرادات (NRR) والتوقف.
- دفع تبني العملاء عبر زيادة عمق واتساع استخدام المنتج على مستوى قاعدة العملاء.
- تدريب وتمكين ودعم فريق نجاح العملاء، والمشاركة المباشرة في الحسابات الاستراتيجية عند الحاجة.
- قيادة وتطوير وتوسيع نطاق منظومة نجاح العملاء مع نمو الأعمال، بما في ذلك التوظيف والتأهيل.
- بناء وتحسين دليل نجاح العملاء القابل للتوسع ليشمل التأهيل والتبني والتخطيط للنجاح والتجديد والتوسع.
- إنشاء خطط نجاح العملاء، وأطر تسجيل الصحة، ومعايير إدارة الحسابات، وعمليات قابلة للتكرار مرتبطة بنتائج الاحتفاظ والتوسع القابلة للقياس.
- التعاون الوثيق مع فرق المبيعات والمنتجات والهندسة لنقل احتياجات العملاء واستغلال الفرص وتمثيل صوت العميل.
- الحفاظ على رؤية دقيقة لصحة العملاء والمخاطر والفرص والأداء عبر HubSpot أو أنظمة CRM مماثلة.
- تحديد الحسابات المعرضة للخطر وفرص التوسع بشكل استباقي، وتقديم توصيات عملية وقابلة للتنفيذ للإدارة.
- بناء ثقافة التملك والقيمة للعميل، وضمان ارتباط العمليات ونشاط الفريق بنتائج الأعمال.
- استخدام رؤى العملاء وبيانات الأداء لتحسين نموذج تشغيل نجاح العملاء باستمرار.
الشروط والمتطلبات
- خبرة قيادية مثبتة في نجاح العملاء في بيئة B2B SaaS، بما في ذلك مسؤولية مباشرة عن إدارة الأفراد.
- خبرة مثبتة في تحمل مسؤولية مقاييس الاحتفاظ والتوسع وتدريب الفرق نحو نتائج تجارية قابلة للقياس.
- نهج قيادة عملي مع القدرة على التعامل شخصياً مع الحسابات الاستراتيجية وتطوير الفريق للعمل بكفاءة على نطاق أوسع.
- خبرة في بناء أو تحسين أو توسيع عمليات نجاح العملاء ضمن شركة ناشئة أو سريعة النمو.
- فهم قوي لدورة حياة العميل الكاملة، بما في ذلك التأهيل والتبني والتجديد والتوسع وإدارة الحسابات.
- عقلية استشارية ومرتكزة على العميل، مع القدرة على طرح أسئلة مدروسة وتحديد فرص التحسين والتوصية بحلول عملية.
- استقلالية عالية ومبادرة ذاتية، مع القدرة على تحديد الأولويات وتحمل المسؤولية دون الحاجة إلى توجيه مكثف.
- إتقان قوي لمنصات HubSpot أو Salesforce أو أنظمة CRM مماثلة.
- مهارات تحليلية وتنظيمية واتصالية ومهارات إدارة أصحاب المصلحة ممتازة.
- إجادة ممتازة للغة الإنجليزية كتابةً وتحدثاً.
- خبرة في أنظمة تسجيل صحة العملاء أو منصات نجاح العملاء مثل Gainsight أو Vitally أو أدوات مماثلة (ميزة إضافية).
- الإلمام بنماذج نجاح العملاء التي يقودها الشركاء أو تتأثر بالقنوات (ميزة إضافية).
المزايا
- فرصة بناء وقيادة منظومة نجاح العملاء ضمن بيئة SaaS سريعة النمو.
- تعاون مباشر مع المؤسسين والإدارة العليا في استراتيجية العملاء والتطوير التنظيمي.
- ملكية واستقلالية كبيرة في تشكيل عمليات نجاح العملاء وأدلة العمل وهياكل الفريق.
- التعرض لعلاقات عملاء استراتيجية وفرصة التأثير المباشر على نتائج الاحتفاظ والتوسع.
- بيئة عمل ريادية متواضعة تركز على الملكية والتنفيذ والقيمة القابلة للقياس للعميل.
- فرصة العمل في بيئة تقنية تعتمد على الذكاء الاصطناعي وتركز على تحديث عمليات الشراكات.
- ترتيب عمل عن بُعد مع ساعات عمل متوافقة مع الساحل الشرقي للولايات المتحدة.
- فرصة للنمو المهني وتطوير القيادة مع توسع المنظمة.
- التعرض لمجموعة واسعة من تحديات عملاء B2B SaaS ونماذج الأعمال المركزة على الشراكات.
- يتم تحديد التعويض والمزايا الإضافية وفقاً لشروط التعاقد.
عرض النص الأصلي للإعلان
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Customer Success based in Saudi Arabia.
This is a senior, hands-on leadership role responsible for shaping the entire post-sale customer experience within a fast-growing B2B SaaS environment. You will own retention, expansion, and adoption outcomes while developing the strategies and systems that support sustainable customer growth. Working closely with senior leadership, you will combine strategic direction with direct involvement in key customer relationships. You will lead and develop an expanding Customer Success team while establishing scalable playbooks across onboarding, adoption, renewal, and expansion. The role offers significant autonomy and the opportunity to build the Customer Success function during an important stage of company growth. Success will be measured through meaningful business outcomes, customer value, and recurring revenue rather than activity alone.
Accountabilities
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
This is a senior, hands-on leadership role responsible for shaping the entire post-sale customer experience within a fast-growing B2B SaaS environment. You will own retention, expansion, and adoption outcomes while developing the strategies and systems that support sustainable customer growth. Working closely with senior leadership, you will combine strategic direction with direct involvement in key customer relationships. You will lead and develop an expanding Customer Success team while establishing scalable playbooks across onboarding, adoption, renewal, and expansion. The role offers significant autonomy and the opportunity to build the Customer Success function during an important stage of company growth. Success will be measured through meaningful business outcomes, customer value, and recurring revenue rather than activity alone.
Accountabilities
- Own overall Customer Success strategy and execution, with direct accountability for retention, expansion, Net Revenue Retention (NRR), and churn outcomes.
- Drive customer adoption by increasing both the breadth and depth of product usage across the customer base.
- Coach, enable, and actively support the Customer Success team, stepping directly into strategic accounts when intervention or additional leadership is required.
- Lead, develop, and scale the Customer Success organization as the business grows, including hiring and onboarding future team members.
- Build and continuously refine a scalable Customer Success playbook covering onboarding, adoption, success planning, renewal, and expansion.
- Establish customer success plans, health-scoring frameworks, account-management standards, and repeatable processes tied to measurable retention and expansion outcomes.
- Partner closely with Sales, Product, and Engineering to communicate customer needs, surface opportunities, and represent the voice of the customer.
- Maintain accurate visibility into customer health, risks, opportunities, and performance through HubSpot or comparable CRM systems.
- Proactively identify accounts at risk as well as expansion opportunities, developing practical and actionable recommendations for leadership.
- Build a culture of ownership and customer value, ensuring processes and team activity remain closely connected to business outcomes.
- Use customer insights and performance data to continuously improve the Customer Success operating model.
- Proven leadership experience in B2B SaaS Customer Success, including direct people-management responsibility.
- Demonstrated experience owning retention and expansion metrics and coaching teams toward measurable commercial outcomes.
- Hands-on leadership approach, with the ability to personally engage with strategic accounts while developing the team to operate effectively at scale.
- Experience building, improving, or scaling Customer Success processes within an early-stage or high-growth company.
- Strong understanding of the complete customer lifecycle, including onboarding, adoption, renewal, expansion, and account management.
- Consultative and customer-focused mindset, with the ability to ask thoughtful questions, identify improvement opportunities, and recommend practical solutions.
- Highly autonomous and proactive, able to identify priorities independently and take ownership without requiring extensive direction.
- Strong proficiency with HubSpot, Salesforce, or similar CRM platforms.
- Excellent analytical, organizational, communication, and stakeholder-management skills.
- Exceptional written and spoken English.
- Experience with customer health-scoring or Customer Success platforms such as Gainsight, Vitally, or similar tools is an advantage.
- Familiarity with partner-led or channel-influenced Customer Success models is a plus.
- Opportunity to build and lead a Customer Success organization within a rapidly growing SaaS environment.
- Direct collaboration with founders and senior leadership on customer strategy and organizational development.
- Significant ownership and autonomy in shaping Customer Success processes, playbooks, and team structures.
- Exposure to strategic customer relationships and the opportunity to influence retention and expansion outcomes directly.
- Entrepreneurial, low-ego working environment focused on ownership, execution, and measurable customer value.
- Opportunity to work within an AI-native technology environment focused on modernizing partnership operations.
- Remote work arrangement, with working hours aligned to the U.S. East Coast.
- Opportunity for professional growth and leadership development as the organization scales.
- Exposure to a broad range of B2B SaaS customer challenges and partner-focused business models.
- Compensation and additional benefits to be determined according to the engagement terms.
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
المصدر: LinkedIn - أُضيفت للموقع في 16 سبتمبر 2026
رقم الإعلان لدى المصدر: 4466861766
رقم الإعلان لدى المصدر: 4466861766