Director of Customer Success

Lucidya
Riyadh
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Customer focus","Results orientation","Stakeholder management","Comfortable with ambiguity"]

Lead and scale a 35+ person customer experience (CX) organization while driving end-to-end post-sales outcomes. Own ARR realization, retention, renewals, and expansion (including NRR/GRR), and ensure sales handoffs fully translate into customer growth. Set and raise the standard for customer success across onboarding, adoption, health scoring, QBRs, and lifecycle management. Partner with Sales, Finance, Product, and Engineering to influence roadmap and manage risks across enterprise and government accounts.

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FursaFursa
Lucidya
Lucidya
4 months ago

Director of Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Lead and scale a 35+ person customer experience (CX) organization while driving end-to-end post-sales outcomes. Own ARR realization, retention, renewals, and expansion (including NRR/GRR), and ensure sales handoffs fully translate into customer growth. Set and raise the standard for customer success across onboarding, adoption, health scoring, QBRs, and lifecycle management. Partner with Sales, Finance, Product, and Engineering to influence roadmap and manage risks across enterprise and government accounts.
Location: Riyadh
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Own ARR realization, retention, renewals, and expansion across the customer lifecycle, ensuring sales-closed deals are fully realized through strong execution and relationships.
  • •Lead and scale a 35+ person CX organization across Customer Success and Customer Support, building a performance culture and reducing attrition.
  • •Define and continuously raise customer success standards across onboarding, adoption, customer health, renewals, retention, and expansion.
  • •Build and scale a structured customer success operating model (segmentation, engagement cadences, success plans, QBRs, risk management, and health scoring).
  • •Act as the voice of the customer internally by advocating for customer needs, driving continuous improvement, and handling escalations and strategic accounts as needed.

Key Requirements

  • •Proven leadership experience building, scaling, and operating B2B SaaS customer success organizations, including ownership of NRR, GRR, renewals, retention, and expansion.
  • •Strong understanding of customer success operating models: segmentation, engagement frameworks, QBRs, customer health scoring, and lifecycle management.
  • •Experience leading large, multi-layered teams across customer success and customer support in complex, relationship-driven enterprise sales environments.
  • •Significant experience leading customer success in a B2B SaaS environment with direct retention, renewals, and expansion responsibility.
  • •Fluent in Arabic and English, with strong familiarity with Saudi Arabia and enterprise/government customer operations.
Experience:B2B SaaSCustomer successCustomer experienceEnterpriseGovernment
Skills:LeadershipCustomer focusResults orientationStakeholder managementComfortable with ambiguity
Languages:ArabicEnglish
Tech Stack:AINLU

Company Brief

Lucidya
Provides an Arabic-first customer experience and social listening platform that helps brands monitor conversations, analyze sentiment, and manage customer interactions across digital channels using AI-driven insights.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Riyadh, Saudi Arabia
Founded: 2016
WebsiteLinkedIn