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.
2. World-Class Onboarding & Time-to-Value (30%)
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.
3. Revenue Generation: Upsell & Cross-sell (40%)
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.
Requirements
Required 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.
Responsibilities
Key Responsibilities
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.
2. World-Class Onboarding & Time-to-Value (30%)
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.
3. Revenue Generation: Upsell & Cross-sell (40%)
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.
Requirements
Required 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.
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