Head of Client Success

Job Summary

Leading the client retention strategy, the full-time Head of Client Success will manage the client lifecycle, coach the Account Management team, and operationalize retention protocols in a hybrid role based in Dubai.

Key responsibilities

• Run the Client Retention Engine by building and enforcing a standardized 0-100 day client journey
• Serve as the primary escalation point for at-risk accounts and design structured save plays to address client issues
• Train and manage Account Managers to enhance retention outcomes and align their performance with churn and satisfaction targets

Required qualifications

• Proven experience in B2B Client Success, particularly in agency or service environments
• Strong ability to handle difficult conversations and provide empathetic solutions
• Experience in developing and implementing operational systems for client retention
• Demonstrated talent for coaching and developing team members' skills in client management
• Deep understanding of metrics such as churn rate, LTV, and NPS, with a focus on data-driven decision-making