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.
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.
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 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.
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.
RequirementsRequired 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 centralised 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
Benefits
What We Offer
A competitive tax-free 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.
Skills Required
- Experience in Customer Success or Account Management within the B2B IT SaaS space
- Some experience in leadership or people management
- Demonstrated success driving account expansion, cross-selling, and renewal negotiations
- Experience managing a global customer base across time zones and cultural environments
- Strong analytical skills, including interpreting data, building customer health scores, and using usage analytics
- Exceptional English communication and presentation skills
- Experience with logistics software, last-mile delivery technology, field force management, or hyper-local marketplace SaaS
What We Do
JungleWorks is a SaaS technology company providing a no-code hyperlocal commerce and delivery platform for on-demand businesses. Its software supports online ordering, storefront creation, delivery management, route optimization, customer engagement, marketing automation, and sales operations. The platform serves entrepreneurs and enterprises across sectors such as food, grocery, home services, telemedicine, and mobility, helping them build and manage omnichannel commerce experiences.
