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Head of Support & Customer Success
Full-time
This is a leadership role bringing together
Customer Success and Product Support under one owner
. The successful candidate will be responsible for ensuring our customers receive an exceptional experience from onboarding and go-live through adoption, support, satisfaction, retention and renewal.
The role will have direct leadership responsibility across Customer Success and Product Support while coordinating with shared support and maintenance teams.
What you'll be responsible for
Lead Product Support
Define and strengthen support processes across triage, prioritisation, SLAs, incident and problem management, root-cause analysis and knowledge management.
Improve incident resolution, service quality and overall customer satisfaction.
Work closely with SaaS Operations and Engineering.
Use monitoring, data, AI and automation to move support from reactive to proactive.
Build a scalable support model as the customer base grows.
Build and lead Customer Success
Establish and run the Customer Success operating model.
Define customer segmentation, engagement playbooks, account planning and customer health scoring.
Lead onboarding reviews, service reviews, Executive Business Reviews and renewal planning.
Build strong Customer Success collaboration across SBS product lines and regions.
Own the customer experience
Act as a key point of accountability for customer experience across Support, Customer Success and delivery teams.
Lead critical customer escalations through resolution.
Ensure transparency and predictability around incidents, releases and roadmap commitments.
Partner with Professional Services to ensure smooth transition from implementation to ongoing support.
Drive customer satisfaction, retention and adoption
Run proactive customer health reviews and identify risks early.
Drive CSAT, NPS and structured Voice of Customer initiatives.
Improve product and feature adoption.
Demonstrate measurable value and ROI to senior customer stakeholders.
Work with Account Managers to support renewals and identify expansion opportunities.
What we're looking for
10+ years of experience
in enterprise software or fintech.
At least
5 years of leadership experience
across Customer Success, Support or Service Delivery.
Strong experience within
banking or financial-services software
, ideally covering areas such as digital banking, open banking, payments or lending.
Experience supporting both
SaaS and customer-managed/on-premise environments
.
Strong knowledge of SLA governance, major incident management and customer escalation management.
Ability to engage credibly with senior banking executives as well as technical stakeholders.
Experience working across the
Middle East and Africa
; knowledge of the GCC banking market would be highly valuable.
Experience working successfully within complex, matrixed international organisations.
Skills that will help you succeed
Strong operational and data-driven approach to customer management.
Working knowledge of ITIL practices and support platforms such as
Jira Service Management or ServiceNow
.
Exposure to Customer Success platforms such as
Gainsight or equivalent
.
Enough technical depth to work effectively with Engineering teams on issues involving
APIs, cloud platforms and mobile applications
.
Strong understanding of banking operations and regulated financial-services environments.
Clear and confident communication skills.
Fluent English; French or Arabic would be an advantage.
