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Director of Global Renewals & Customer Success
Riyadh Customer Success – Customer Success / Full-Time / On-site Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!
Job Overview: The Director of Global Renewals and Customer Success leads the strategy and tactical operations of Rewaa’s Global Renewals team. This individual reports directly to the VP of Global Customer Success. This leader must be passionate about developing teams, coaching, identifying and removing obstacles, in pursuit of exceeding renewals targets and developing a sense of integrity and commitment to customer satisfaction. They should be able to effortlessly move from strategic thinking to overseeing tactical execution. This leader will work extensively with senior leaders across Global Support and other Rewaa organizations.
WHAT YOU WILL BE RESPONSIBLE FOR:
Leadership & Strategy Lead and mentor a team of inside renewal account managers, fostering a culture of excellence, continuous improvement, and a customer-first mindset. Define and establish best practices, workflows, and processes to ensure consistent and world-class customer experience with an eye to a transition towards true customer success managers. Collaborate cross-functionally with Sales, Product, Marketing, and Technical teams to ensure alignment and seamless customer journeys.
Operational Excellence Oversee and ensure that the team's performance metrics and KPIs are met, most importantly a focus on growing on-time and ultimate renewal rates. Working with account management, conduct customer strategic business reviews to identify areas of growth and potential risks.
Customer Advocacy & Growth Work closely with the Account Managers, generating leads and ensuring high net revenue retention. Collaborate with Account Managers to guarantee renewals and achieve high gross revenue retention.
Relationship Management Manage and nurture relationships with high-value enterprise accounts, understanding the intricacies of complex deals. Engage with diverse stakeholders including economic buyers, champions, and daily users to drive adoption and value realization. Engage with and maximize the value of channel partners in the renewal life cycle, particularly for the high-volume, low value market set.
CANDIDATE QUALIFICATIONS & WHY YOU’RE A GREAT FIT FOR THE ROLE:
A minimum of 5 years in a renewals/customer success leadership role, specifically as a Director or above. A minimum of 5 years of experience in SaaS industry A minimum of 5 years of experience with B2B Customer Success Global sales experience preferred, but regional level required. Profound understanding of CRM systems, preferably Zoho, Hubspot, or Salesforce Demonstrated success in managing mid-market and enterprise accounts Exceptional people management skills, with a proven track record of being a 'player-coach.'Ability to create, review, and improve processes to drive operational efficiency. Strong analytical and problem-solving skills, with a data-driven approach to decision-making. Excellent communication and interpersonal skills, with the ability to influence and build strong relationships at all levels. Bi-Lingual in English and Arabic preferred BA/BS in Business/Finance or equivalent / MBA helpful
Benefits: Work with an awesome growing global team, in a fast-growing startup with the opportunity to develop Relocation Allowance if Applicable Competitive Salary Stock Options
