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Vacancy
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Job Description
Roles & Responsibilities
The Customer Success Team Leader oversees a team of Customer Success Agents, ensuring high performance across renewals, customer engagement, churn management, and ARR retention. The role combines people leadership, operational execution, and customer success ownership.
What Will You Do
- Lead, coach, and develop a team of Renewals Specialists.
- Ensure renewal targets, churn KPIs, and ARR retention goals are consistently achieved.
- Monitor team performance, quality of customer interactions, and health-check execution.
- Ensure each customer receives at least 4 health-check calls annually.
- Act as an escalation point for high-risk or complex customer cases.
- Drive proactive risk identification and churn-prevention strategies.
- Maintain data accuracy across CRM and support systems.
- Collaborate closely with Sales, Support, Finance, and Product teams.
- Prepare performance reports and insights for management.
What Are We Looking For
- 3 5 years of experience in Customer Success, Renewals, or Account Management.
- Prior experience leading or mentoring teams.
- Strong understanding of SaaS business models and retention metrics.
- Hands-on experience with CRM systems (Salesforce or equivalent).
- Experience with customer support tools such as Zendesk (or similar).
Desired Candidate Profile
What Are We Looking For
- 3 5 years of experience in Customer Success, Renewals, or Account Management.
- Prior experience leading or mentoring teams.
- Strong understanding of SaaS business models and retention metrics.
- Hands-on experience with CRM systems (Salesforce or equivalent).
- Experience with customer support tools such as Zendesk (or similar).
Who Will Excel
- Having a SaaS background is highly recommended.
- Experience managing customer portfolios with ARR and churn ownership.
- Strong analytical, coaching, and stakeholder-management skills.
- Experience supporting the Saudi or GCC market.
Company Industry
- IT - Software Services
Department / Functional Area
- Sales
- Business Development
Keywords
- Renewals Team Leader
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Foodics
Who Are We We Are Foodics! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far! making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region. Also Foodics has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners.