Role Summary

As a Customer Success Team Leader, you will lead a team of Customer Success Specialists responsible for onboarding, adoption, renewals, and customer health. You will combine people leadership with strong operational execution, ensuring merchants achieve measurable outcomes and the team hits retention and growth targets.

Key Responsibilities

Team Leadership and Coaching

Lead, coach, and develop a team of Customer Success Specialists
Skill coaching, call reviews, and team training
Set clear goals and expectations, track performance, and manage improvement plans when needed
Build a customer first culture with high ownership and accountability

Customer Outcomes and Retention

Own key success metrics, activation, adoption, renewals, churn, expansion, NPS
Monitor customer health, identify risk early, and execute churn prevention plans
Define playbooks for onboarding, product adoption, feature rollout, and renewal readiness
Handle escalations for high value or critical accounts and ensure fast resolution
Create and execute success playbooks to increase merchant order volume, repeat orders, and overall platform activity
Identify early signs of low sales or inactivity and run reactivation plans to bring merchants back to active ordering

Operational Excellence

Build and maintain dashboards and weekly reports for customer health and team performance
Improve processes, documentation, and internal handoffs between Support, Sales, Product, and Operations
Ensure CRM data quality and consistent use of workflows, tasks, and playbooks
Collaborate with Support to reduce ticket backlog and improve first response and resolution times

Cross Functional Collaboration

Be the voice of the customer, translate feedback into product and process improvements
Partner with Product on releases, betas, and adoption campaigns
Partner with Sales on smooth handoff, upsell readiness, and customer expansion opportunities

Requirements

3 to 6 years experience in Customer Success, Account Management, or Support in SaaS, with at least 2 years leading a team
Strong understanding of retention, renewals, customer health scoring, and expansion motions
Experience driving measurable customer outcomes, ideally tied to orders, GMV, revenue, or usage growth
Excellent communication skills in Arabic and English, written and spoken
Strong problem solving, prioritization, and stakeholder management
Experience with CRM tools and support platforms, ability to build simple dashboards and reports
Comfortable working in a fast paced environment with clear targets

Nice to Have

Experience in e commerce, payments, shipping, marketplaces, or POS integrations
Experience with lifecycle automation and customer education programs
Familiarity with churn analysis, cohort reporting, and CS playbook design

Working Conditions

Full time
Hybrid or remote, depending on location and team needs
Reports to Operations Manager

Customer Success Team Leader