Customer Success Manager (Global)
On-siteSharjah, Sharjah, United Arab Emirates
Job Summary
Lead and mentor a global team of eight Customer Success Managers and Account Managers, defining and tracking KPIs such as Net Retention Rate and expansion revenue to drive commercial growth. Optimize territory mapping for maximum client coverage while refining the global onboarding playbook to accelerate Time-to-Value and prevent churn through early intervention. Execute structured account expansion strategies by partnering with sales and product teams to hit net-revenue retention targets, including leading Strategic Quarterly Business Reviews with key enterprise accounts. This leadership role ensures seamless post-sale journeys worldwide, turning the CS department into a major revenue-driving engine for Tookan's logistics and field force management SaaS platform.
Required Qualifications
- Experience in Customer Success or Account Management within the B2B IT SaaS space
- Experience in a leadership/people management role
- Exceptional English communication and presentation skills
Desired Qualifications
- Previous experience working with logistics software, last-mile delivery tech, field force management, or hyper-local marketplace SaaS (like Tookan)
- Demonstrated success in owning commercial targets, specifically driving account expansion, cross-selling, and renewal negotiations
- Experience managing a global customer base across different time zones and cultural nuances from a centralised hub (UAE)
- Strong ability to interpret data, build customer health scores, and turn usage analytics into actionable retention plans
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