Customer Success Team Lead, KSA
Job details
Location Riyadh, Saudi Arabia About the Job As a Customer Success Team Lead at Lean, you will be at the forefront of driving customer satisfaction and success across the Kingdom of Saudi Arabia (KSA). You will be responsible for ensuring that our customers derive maximum value from Lean solutions. This role will be instrumental in leading strategic discussions with key stakeholders both internally and externally, mentoring a team of Customer Success Managers, and driving the team’s efforts to achieve and exceed broader company objectives. Success in this role hinges on a deep understanding of client needs, the capability to influence company-wide strategies, and the drive to deliver impactful results that fuel long-term business growth. It also requires exceptional relationship-building skills at the C-suite and executive level, coupled with a deep knowledge of KSA’s market dynamics—both from a business and cultural perspective. Who we are Lean enables companies to seamlessly connect to their users’ bank accounts to initiate real-time payments and retrieve their account information. Our products have garnered the trust of leading companies and enabled them to deliver powerful experiences when connected with a user’s bank account, allowing users to perform prudent financial planning, get better rates on loans, transfer money to friends, and more, without compromising on privacy or security. Some of Lean’s clients include the likes of Tas’heel, Tabby, Nayifat, Tamam, Circlys, Tamara, Tawuniya and many more, making it the region’s most valuable Open Banking platform. The company has now processed hundreds of millions of dollars, and its products are also connected with hundreds of thousands of accounts. Lean envisions a fully inclusive financial ecosystem that serves everyone, no matter where they bank or live in the MENAP region. What you’ll do
- Strategic Leadership Lead discussions with clients and internal teams, particularly at the executive/C-suite level. Develop and nurture strategic partnerships, ensuring a deep understanding of client needs and broader market trends. Provide insights to influence company-wide strategy, contributing to commercial and client success initiatives.
- Revenue and Business Growth Track key revenue KPIs (e.g., NRR, churn, upsell/cross-sell pipeline), develop and execute strategies, and ensure the team delivers outstanding results through accountability and focus. Leverage data and analytics to prioritize customer success initiatives that drive revenue growth. Collaborate with Sales and Product teams to identify expansion opportunities and maximize customer lifetime value (CLV).
- Customer Advocacy & Strategic Management Build and maintain executive-level relationships with high-value customers to ensure mutual growth and success. Oversee the success of multiple projects and large accounts, delivering high-quality outcomes for both the company and the customers. Drive customer-centric initiatives that deepen relationships and increase retention. Use customer insights to lead cross-functional initiatives that enhance revenue impact.
- Team Development & Enablement Lead, mentor, and develop a high-performing team of Customer Success Managers with a focus on revenue outcomes. Design training programs and playbooks to empower the team to identify and capitalize on growth opportunities. Foster a performance-driven culture that aligns customer success with company revenue goals. Create and implement scalable processes for onboarding, retention, and revenue expansion.
- Cross-functional Influence Collaborate with Sales to develop joint strategies for account expansion and retention. Partner with Product and Marketing teams to ensure offerings align with market needs and unlock new revenue streams. Represent the voice of the customer in leadership discussions to drive revenue-impacting decisions.
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