Head of Customer Success

Maqsam is the leading Arabic AI-powered Contact Center Solution in the MENA region designed to revolutionize customer experience. Leveraging groundbreaking advancements in AI technology, Maqsam has spearheaded accurate Arabic Call Transcription, advanced analytics, and insights, along with unique AI modeling utilizing its in-house designed LLM. With Maqsam, support and sales teams can automate repetitive tasks, increase efficiency, and drive revenue growth across multiple communication channels including voice calls, WhatsApp and more. We enable companies to expand market reach and establish local presence with access to local numbers in more than 200 cities. Companies can integrate Maqsam with their preferred CRM system to optimize data management and deliver customer service that exceeds expectations. We are seeking a dedicated and enthusiastic Head of Customer Success to join our team at Maqsam. The ideal candidate will lead the strategic direction and execution of our customer success initiatives, ensuring maximum value delivery, retention, and growth across our SaaS and CCaaS solutions portfolio. This role will be instrumental in building and scaling customer success operations while driving customer satisfaction, adoption, and expansion Your Key Responsibilities Establish and maintain best practices for customer onboarding, implementation, adoption, and expansion. Build, lead, and mentor a high-performing customer success team, including Customer Success Managers. Implement and optimize customer health scoring systems to predict and prevent churn Drive customer retention and expansion through proactive engagement and value-based conversations Monitor and analyze customer success metrics, creating actionable insights and regular reporting for executive leadership Identify and execute opportunities for upsell and cross-sell within the existing customer base Develop scalable processes to support business growth while maintaining high customer satisfaction Create and optimize customer journey maps, success playbooks, and engagement models for different customer segments Partner with Sales, Product, and Engineering teams to drive product adoption and ensure customer feedback influences product development. What We Expect from You Proven track record of building and scaling customer success teams in high-growth environments Deep understanding of CCaaS/contact center technology and enterprise software solutions Experience with customer success platforms (e.g., Planhat, Gainsight, Totango, or similar) Strong analytical skills with experience in data-driven decision making Excellence in strategic planning and cross-functional collaboration. What We Provide Join a world-class team at Maqsam, where your growth is our priority. Here's what you can expect A Collaborative and Friendly Environment. Personal and Professional Growth: Opportunities to learn and become a world-class professional. Competitive Compensation: We value your contribution. Transparency: A culture that thrives on open communication. Benefits: First-class health insurance, and more. Part of Something Big: Work with seasoned professionals and be proud of being part of the exciting world of SaaS business. Ready to join Maqsam's team? Apply now!