Customer Success Manager (Global)

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 Responsibilities 1. 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 standardise the global onboarding play book for Tookan to reduce implementation friction and accelerate Time-to-Value (TTV). High-Touch Adoption: Ensure clients are fully utilising Tookanu2019s 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 Tookanu2019s roadmap with their evolving business goals.

Desired Candidate Profile

Experience in Customer Success or Account Management within the B2B IT SaaS space , with at least some experience in a leadership/people management role. Previous experience working with logistics software, last-mile delivery tech, field force management, or hyper-local marketplace SaaS (like Tookan) is highly preferred. 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. Exceptional English communication and presentation skills