Seesaw is seeking an experienced and adaptable Customer Success Team Lead to join our growing team in Amman, Jordan. In this role, you’ll manage a portfolio of international single-school accounts—primarily across the MENA region—and help advance our digital customer success operations.
We’re looking for someone with a strong customer success background, experience supporting schools in diverse international settings (especially MENA), and building efficient, scalable systems.
This is a great opportunity for someone who enjoys working directly with customers while also shaping processes, team structure, and best practices to support global growth.
This role is based in Jordan and will collaborate closely with U.S.-based team members. While the majority of work can be completed during local business hours, occasional flexibility is required to accommodate meetings with colleagues in the Eastern Time (ET) zone.
Key Responsibilities:
Customer Engagement
- Manage a portfolio of international single-school accounts (primarily in the MENA region), focusing on delivering proactive, personalized support through digital tools and automated workflows.
- Serve as the point of contact for escalated customer inquiries, including contract negotiations and pricing discussions.
- Own renewal and retention efforts, leveraging data and automation to identify and engage at-risk customers.
Team Leadership & Development
- Partner with leadership to lay the foundation for a tech-touch digital team in Jordan, with the potential to support additional colleagues over time.
- Provide ongoing feedback and coaching to team members as the team grows.
- Help localize and implement Seesaw’s global strategies, adapting them to regional needs and workflows.
- Support day-to-day team operations and assist with managing internal escalations.
Process & Workflow Optimization
- Document and maintain internal resources, including team playbooks and customer engagement processes.
- Identify and resolve workflow challenges that impact operational efficiency and customer outcomes.
- Collaborate with cross-functional teams to ensure consistency across tools, systems, and support strategies.
Qualifications:
Education & Experience
- Bachelor’s degree required.
- Minimum 3 years of experience in customer success, ideally in the EdTech sector.
- Experience working directly with K–12 schools in the MENA region is strongly preferred.
Skills & Competencies:
- Strong understanding of customer success principles and best practices, especially in digital-first environments.
- Proven ability to build and refine team processes.
- Strong communicator, collaborator, and problem-solver.
- Proficiency with CRM systems and customer success tools (e.g., Salesforce).
- Highly organized with the ability to prioritize across multiple workstreams.
Fluency in English is required; fluency in Arabic and French is strongly preferred.
Our company participates in E-Verify.
