At the company, Customer Success is not a support function - it is a revenue-driving engine. We’re looking for a Director of Customer Success to lead, unify, and scale our CX organization as the company moves from high-growth into scale-up mode. This role owns the full post-sales journey and plays a critical role in realizing, expanding, and retaining revenue across enterprise and government customers. You will lead a large, multi-disciplinary CX organization, act as the internal voice of the customer, and set the standard for what “excellent” customer experience looks like - even when it means challenging the status quo. This role reports into the Chief Revenue Officer (CRO) and works closely with Sales, Finance, Product, and Engineering.
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Responsibilities
- Own ARR realization, retention, renewals, and expansion across the customer lifecycle.
- Ensure deals closed by Sales are fully realized and grown through strong execution and relationships.
- Lead and scale a 35+ person CX organization across Customer Success and Customer Support.
- Build a strong performance culture without sacrificing team health, engagement, or trust.
- Foster a culture where teams feel ownership, pride, and accountability for outcomes.
- Define and continuously raise the bar for Customer Success standards across onboarding, adoption, customer health, renewals, retention, and expansion.
- Ensure teams proactively engage customers through clearly defined customer journeys and lifecycle management processes.
Requirements
- Proven leadership experience building, scaling, and operating Customer Success organizations within B2B SaaS environments.
- Demonstrated ownership of NRR, GRR, renewals, retention, and expansion targets across enterprise customer portfolios.
- Strong understanding of Customer Success operating models, including customer segmentation, engagement frameworks, and customer health scoring.
- Experience leading large, multi-layered teams across Customer Success, Support, and related customer-facing functions.
- Fluent in Arabic and English.
If you want to own revenue, shape culture, and set the standard for world-class customer experience in a fast-scaling AI company, this role was built for you.
