Vice President of Customer Success

2 weeks ago


Riyadh, Ar Riyāḑ, Saudi Arabia Rewaa Full time

About Rewaa

Established in 2018 by Mohammed Alqasir and Abdullah Aljadhai, Rewaa offers retailers a comprehensive cloud-based solution that seamlessly synchronizes online and physical store inventory. Additionally, Rewaa provides Point-of-Sale (PoS), accounting, payments, and HR modules for a fully integrated platform. Our vision is to be a trusted technical partner for retailers, offering advanced solutions to streamline inventory management, sales, and payments, all accessible from a single portal.

Since inception, Rewaa has supported over 10,000 retailers both domestically and internationally, contributing to the creation of more than 250 local job opportunities. Recognized for innovation and success, Rewaa was selected as one of the 35 tech companies in the Saudi Unicorns Program. This program, announced during LEAP, the region's largest technology conference, is a collaborative effort by the Ministry of Communication and Information Technology (MCIT), the National Technology Development Program (NTDP), and Misk Foundation.

Who We Are Seeking

Are you a forward-thinking Executive Leader with a passion for ensuring successful customer outcomes? At Rewaa, we are actively seeking a dynamic and visionary Vice President of Customer Success, reporting into our COO, to engage with our customers and assist them in extracting maximum value from our products.

Your Responsibilities

Leadership: Combine your proven leadership framework with the vision of our COO to scale and guide an exceptional Global CS team. This involves recruiting seasoned leaders, attracting high-potential individual contributors, fostering collaboration within the team and across the customer lifecycle, and promoting continuous learning to enhance customer and business impact.

Customer Success Objectives: Drive customer retention and revenue expansion through cross-selling and upselling, influence future lifetime value via increased product adoption, customer satisfaction, customer support and elevate new business growth by fostering advocacy and reference-ability.

Customer Relationship Management: Cultivate and enhance executive relationships by participating in strategic meetings with key customer executives to facilitate deal closures, address significant issues, and fortify relationships.

Customer Retention: Enhance customer retention metrics (adoption, retention, engagement and support) and strategically manage customer contracts to focus on expansion and upselling opportunities.

Product Expertise: Develop deep product knowledge to effectively guide our engagement methodology and assist customers in achieving their desired outcomes.

Cross-functional Collaboration: Collaborate with Sales, Marketing, Engineering, Product, Finance, and Executive teams to prioritize a customer-first experience.

Performance Monitoring: Regularly assess customer health scores, identify churn risks, and implement proactive measures to mitigate them. Establish robust operational metrics to gain insights into customer engagement and team performance, including regular team skill assessments and enablement strategies to address gaps and enhance individual potential.

Your Qualifications

Experience leading a globally dispersed customer-facing CS organization comprising at least 30+ staff.

Experience overseeing a global Customer Success organization for a portfolio of advanced SaaS products catering to tech-savvy customers, with exposure to diverse customer needs.

A "data-driven" executive with the ability to define analytics requirements and interpret data analytics to derive actionable insights for driving continuous improvement in our customer success practice and outcomes.

Experience with managing Customer success at scale with a focus on the SMB Retail market. We have over 10000 customers utilising our platform so this executive needs to understand how to navigate that level of volume.

Must have experience with B2B SaaS solutions.

The role is located in Riyadh, KSA, and from time to time you may be required to travel for business.

An amazing time to relocate

The position will be based at our HQ in Riyadh, KSA. We welcome candidates who have international experience willing to relocate. The opportunity for technology professionals in Riyadh is rapidly emerging as one of the most promising on the global market, and it's only just beginning Propelled by the Kingdom's commitment to Saudi Vision 2030 the opportunity to relocate has never been better

No agencies, please


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