Customer Support
Skills
About This Role
Role Overview
- As the **Head of Global Customer Success for Tookan**, you will own the post-sale customer journey worldwide.
- You will lead, mentor, and scale a high-performing team of 8 Customer Success Managers (CSMs) and Account Managers (AMs) based in the UAE.
- Your mission is two-fold: ensure seamless, high-touch **onboarding** that drives immediate product adoption, and systematically unlock revenue growth through proactive **upselling and cross-selling**.
- This is a strategic leadership role requiring a blend of deep empathy for the customer, strong people management skills, and a sharp commercial mindset.
- Key Responsibilities1.
- Team Leadership & People Management (30%)
- **Manage & Mentor:** Lead and inspire the current team of 8 CSM/AM professionals, fostering a culture of accountability, continuous learning, and high performance.
- **KPI Tracking:** Define, monitor, and report on team-wide and individual KPIs (e.g., Net Retention Rate (NRR), Churn Rate, Time-to-Value, and Expansion Revenue).
- **Resource Allocation:** Optimize territory and account mapping for the global client base to ensure maximum customer coverage and satisfaction.
2. World-Class Onboarding & Time-to-Value (30%)
- **Process Optimization:** Refine and standardize the global onboarding playbook for Tookan to reduce implementation friction and accelerate Time-to-Value (TTV).
- **High-Touch Adoption:** Ensure clients are fully utilizing Tookan’s core functionalities (routing, dispatching, tracking) tailored to their specific industry needs.
- **Churn Prevention:** Identify early warning signs of low adoption or friction during onboarding and implement swift intervention strategies.
3. Revenue Generation: Upsell & Cross-sell (40%)
- **Commercial Strategy:** Build and execute a structured account expansion framework to systematically identify upsell (higher tiers, more tasks/agents) and cross-sell (add-on modules, integrations) opportunities.
- **Revenue Accountability:** Partner with the sales and product teams to hit net-revenue retention targets, turning the CS department into a major revenue-driving engine.
- **QBRs & Executive Engagement:** Lead Strategic Quarterly Business Reviews (QBRs) with key enterprise global accounts to align Tookan’s roadmap with their evolving business goals.
Required Experience & Skills
- **Experience:** Experience in Customer Success or Account Management within the **B2B IT SaaS space**, with at least some experience in a leadership/people management role.
- **Domain Knowledge:** Previous experience working with logistics software, last-mile delivery tech, field force management, or hyper-local marketplace SaaS (like Tookan) is highly preferred.
- **Proven Revenue Track Record:** Demonstrated success in owning commercial targets, specifically driving account expansion, cross-selling, and renewal negotiations.
- **Global Mindset:** Experience managing a global customer base across different time zones and cultural nuances from a centralized hub (UAE).
- **Analytical Skills:** Strong ability to interpret data, build customer health scores, and turn usage analytics into actionable retention plans.
- **Communication:** Exceptional English communication and presentation skills **What We Offer**
- A competitive salary and performance-based bonuses tied to global NRR targets.
- Opportunity to lead a core product division for a globally recognized SaaS brand.
- Dynamic, multicultural work environment in the heart of Dubai.
- Pay: AED4,000.00 - AED5,000.00 per month
Your resume, rewritten
for this exact role.
Sign up free — Base Career tailors your CV to this job description in 60 seconds.
01 / 05
Resume Tailored to This Job
Your keywords, structure, and story — rewritten to match this exact role and pass ATS filters.
Free · No card · 60 seconds
02 / 05
Cover Letter for This Role, Done
Job-specific cover letters written in Gulf professional tone — ready in seconds, not hours.
Free · No card · 60 seconds
03 / 05
See How Well You Fit This Role
AI match score with clear reasons — know your fit before investing time in the application.
Free · No card · 60 seconds
04 / 05
Apply in One Click
Autofill any application form on Workday, LinkedIn, Bayt, Greenhouse — with your tailored content.
Free · No card · 60 seconds
05 / 05
Track It. Follow Up at the Right Time.
Visual pipeline for every application with AI-timed follow-up reminders so nothing slips.
Free · No card · 60 seconds
Similar Jobs
Customer Support (Arabic) | Remote
RecruitLytics Hire · Abu Dhabi
Customer Support Specialist (Arabic) | Remote We are seeking a Customer Support Specialist (Arabic-speaking) to join our remote team and provide high-quality support to our Arabic-speaking customers. This fully remote ro
Skills
Arabic-Speaking Customer Support Officer
XM · Dubai
Arabic - Speaking Customer Experience Officer The Role: We are looking for passionate and self-motivated professionals to join our Customer Experience team. The main responsibilities of the position include: Deal with c
Skills
Remote Customer Support Specialist
PULSEMEDIA (APAC) · Sharjah
We are seeking a proactive and customer-focused Remote Customer Support Specialist to join our growing remote team. In this role, you will be responsible for delivering outstanding customer experiences by assisting custo
Skills
Yesterday
Apply Now↗Apply Now ↗Customer Support Executive Sales (Female)
CREDITCARE CREDIT MANAGEMENT LLC · Dubai
Job description: Company: CreditCare Credit Management LLC – Dubai Salary: Up to AED 3000 (Depends on Experience) Benefits: Visa, Medical, and other benefits as per UAE Labour Law Job Description CreditCare Credit Manage
Skills
Yesterday
Apply Now↗Apply Now ↗Customer Support Specialist
Grovy Developers · Dubai
Company Description Grovy Developers is a pioneering real estate company in the UAE, known for its commitment to quality, transparency, and innovation. Recognized among the nation’s Top 10 Most Promising Real Estate Bran
Skills
2 days ago
Apply Now↗Apply Now ↗Customer Support Assistant - Remote
YO IT Consulting · Abu Dhabi
Job Title: Customer Support Assistant Job Type: Contractor Location: Remote As a Customer Support Assistant, you'll apply your expertise to help train next-generation AI systems. Your work will shape how models learn, re
Skills
2 days ago
Apply Now↗Apply Now ↗Customer Support Executive EMEA
Skyways Technics · Dubai
Manage customer orders, logistics, and post-sales support while ensuring compliance and effective communication in a fast-paced aviation environment.
Skills
3 days ago
Apply Now↗Apply Now ↗Customer Support Specialist - Remote
Client of Pulse Media NL · Abu Dhabi
Provide customer support through various channels, resolve issues, maintain records, and enhance customer experience while utilizing CRM tools.
Skills
3 days ago
Apply Now↗Apply Now ↗Customer Support Specialist - Remote
Client of Pulse Media NL · United Arab Emirates
Provide professional customer support through various channels, resolve issues, and maintain accurate records while fostering strong customer relationships.
Skills
3 days ago
Apply Now↗Apply Now ↗2.2K+
Cover Letters & Follow-ups
1.8K+
Resumes Tailored
190.5K+
Jobs Tracked
Trusted by professionals at
Stop applying blindly.
Start getting hired.
Base Career automates the hardest parts of job searching — apply smarter, not harder.
AI Resume in 60s
Your resume rewritten for this exact role using the job description as the brief.
ATS-Optimized
Get past automated screening filters with the right keywords matched to each job.
Application Tracker
Track every job, follow-up, and interview in one visual kanban board.
Free plan · No credit card required