Head of customer success
Jobs for Humanity Open · verified Sep 23, 2026 At a glance
Leadership Customer Success role at Jobs for Humanity. Remote · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Lead onboarding, implementation, adoption, retention, renewals, and expansion across the customer journey
- Build and manage Customer Success Managers and Support Specialists through repeatable operating processes
- Own NRR, GRR, churn, NPS, and CSAT performance, reporting customer outcomes to leadership
- Work with Sales on upsell and cross-sell opportunities across enterprise and government accounts
- Use health scores, segmentation, accurate data, AI, and automation to scale customer support
What you bring
- At least ten years in Customer Success or Account Management, including four years leading teams
- A record of scaling a B2B SaaS organization, preferably during Series A growth
- Hands-on enterprise SaaS experience that extends adoption after the initial sale
- Comfort defining KPIs, reporting results, and handling renewals and related business discussions
- Fluent English and Arabic, with automation experience using tools such as Intercom, Zendesk AI, Gainsight, or HubSpot
Who this fits
You’ll suit a senior customer success leader who can build teams, replace founder-led operations with repeatable systems, and engage enterprise and government clients directly. The role is remote in Amman and requires bilingual English and Arabic capability.
From the employer
Our client is a fast-growing Saudi SaaS start-up that’s helping shape the digital trust infrastructure of the Saudi digital economy. Thousands of users rely on their platform to securely manage and sign agreements. Their vision is to become a comprehensive solution
for E-signatures, digital agreements, and identity verification. Supported by investors and
rapidly expanding their team and customer base, they are looking for a driven Product
Manager to join their journey.
Role Overview – Head of Customer Success
As the leader of Customer Success, you will take full ownership of the end-to-end customer journey after the sale—covering onboarding, implementation, adoption, retention, renewals, and growth. Your goal is to create a high-performing, scalable CS organization that consistently drives customer satisfaction, strengthens retention, and transforms clients into long-term advocates.
This position blends strategic leadership, operational rigor, and direct engagement with key enterprise and government clients.
Key Responsibilities:
- Team Leadership & Development: Build, mentor, and manage a strong team of Customer Success Managers and Support Specialists. You will design processes that transition the organization from a founder-driven approach to a scalable, repeatable model.
- Ownership of Metrics: Take full accountability for retention and growth KPIs, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn, and customer satisfaction scores (NPS/CSAT).
- Onboarding Excellence: Architect a seamless implementation process for complex solutions that accelerates adoption and ensures value realization for client organizations.
- Revenue Growth: Partner with Sales to identify upsell and cross-sell opportunities, turning Customer Success into a revenue-driving function.
- Operational Best Practices: Define customer health scoring, segmentation, and maintain data accuracy. Implement the right tools and processes to support data-driven decision-making.
- Customer Advocacy: Serve as the voice of the customer internally, collaborating with Product and Engineering teams to guide the development roadmap based on client feedback.
- Leverage Technology for Scale: Utilize AI and automation to streamline support workflows, enabling growth without a linear increase in headcount.
Qualifications & Experience:
- Strong passion for customer success.
- 10+ years in Customer Success or Account Management, with at least 4 years in a leadership capacity.
- Proven experience in scaling a B2B SaaS organization, ideally in a Series A growth stage.
- Hands-on experience in enterprise SaaS; skilled in driving adoption beyond the initial sale.
- Data-driven mindset; comfortable defining KPIs and reporting to leadership.
- Commercially savvy; capable of handling renewals and other customer-related business discussions.
- Bilingual proficiency in English and Arabic to support regional clients.
- Expertise in operational efficiency through automation and AI tools (e.g., Intercom, Zendesk AI, Gainsight, HubSpot).
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