About Engagesoft
Engagesoft is the Middle East’s leading Employee Engagement and Organizational Health platform. We help enterprises listen to the voice of their employees, uncover insights, and act on them to strengthen culture and performance. Engagesoft is trusted by major enterprises across the region (with primary presence in Saudi, GCC, and Egypt) to turn the voice, feedback, and perspectives of their employees into action.
Role Overview
We are seeking a Director of Customer Success Management to lead our Customer Success team. This leader will be responsible for ensuring Engagesoft’s customers achieve maximum value from our platform, driving utilization, outcomes, and long-term partnerships.
The role carries direct commercial accountability for renewals and upselling while also owning the full customer lifecycle: onboarding, relationship management, proactive guidance, and effective handling of requests.
Key Responsibilities
1. Knowledge & Best Practices
- Build and maintain Engagesoft’s knowledge base of playbooks, guides, and resources for onboarding, survey deployment, results interpretation, and action planning.
- Ensure both customers and CSMs have access to updated, easy-to-use materials that drive consistent, scalable value delivery.
2. Processes, Systems & Standards
- Establish and enforce customer success processes, SLAs, and standards covering onboarding, support responsiveness, training delivery, and renewal/upsell motions.
- Introduce systems and tools for account health monitoring, renewal forecasting, and customer communication (e.g., CRM dashboards, success playbooks, automated health alerts).
- Drive consistency and scalability across accounts by embedding best-practice workflows into daily operations.
3. Customer Value Delivery
- Ensure customers realize measurable impact from Engagesoft by achieving strong survey participation, insightful analytics, and effective action planning.
- Proactively guide customers to increase adoption and deepen usage of the platform’s full capabilities.
- Act as executive sponsor for strategic accounts, ensuring their voice is reflected in product and roadmap decisions.
4. Team Leadership
- Lead, coach, and develop a high-performing Customer Success team.
- Build a culture of accountability, proactivity, and customer-centricity.
- Implement metrics-driven management of team performance (e.g., renewal health, utilization rates, customer satisfaction).
5. Commercial Accountability
- Own retention, renewal, and upsell targets across the customer portfolio.
- Partner with Sales to identify and capture expansion opportunities.
- Maintain clear visibility into pipeline health, renewal risks, and upsell progress, reporting regularly to leadership.
What We’re Looking For
- 8+ years of experience in Customer Success, Account Management, or related fields in SaaS, with at least 2+ years in a customer success leadership role.
- Proven record of driving renewals and upsell growth while maintaining high customer satisfaction.
- Strong background in managing enterprise accounts, ideally in HR Tech, SaaS, or employee engagement-related fields.
- Exceptional leadership, coaching, and team-building skills.
- Ability to operate at both strategic and execution levels—balancing relationship-building with commercial outcomes.
- Analytical mindset with experience using data to manage customer health and drive decisions.
Why Join Us
- Be part of a high-growth SaaS company shaping employee engagement across the Middle East.
- Lead a mission-critical function with direct impact on revenue and customer success.
- Work with a strong portfolio of leading enterprises across multiple industries.
- Competitive compensation, performance incentives, and growth opportunities.
