About Our Company

KnowledgeCity has been a leader in the E-Learning industry for over 15 years, offering a vast library of studio-produced online training courses and a powerful Learning Management System (LMS). We provide measurable results and strong ROI for organizations looking to enhance workforce development, compliance training, and professional skills programs. Our mission is to help companies worldwide meet their training goals efficiently while fostering a culture of continuous learning.

We are seeking an experienced Success Team Lead to lead a team of Client Success Managers (CSMs) serving our clients in the MENA region. This role is essential to ensuring a world-class onboarding experience, fostering long-term client relationships, and maximizing retention and renewals. The ideal candidate will bring strong leadership, SaaS expertise, and a deep commitment to driving outcomes for our clients.

Position Overview

As the Success Team Lead, you will be responsible for leading, mentoring, and scaling a team of CSMs who manage ongoing relationships with existing clients. You will oversee the end-to-end client journey, from onboarding and training to product adoption, renewal, and expansion. Your focus will be on aligning client goals with our training solutions, tracking success metrics, and developing scalable processes that drive client satisfaction, value realization, and long-term partnerships.

This role requires a client-centric leader with experience managing post-sale teams in the SaaS space, a strong understanding of client lifecycle management, and a proven ability to drive retention, account growth, and measurable client success outcomes.

Responsibilities

• Lead and develop a high-performing team of Client Success Managers responsible for onboarding, launching, and supporting corporate clients across multiple regions.
• Own the post-sale client journey, ensuring seamless transitions from Sales and smooth onboarding experiences that drive early product adoption.
• Design and implement success plans and training strategies that align with client goals in L&D and workforce development.
• Oversee client KPIs and usage metrics, identifying areas of risk and opportunity to improve training engagement and retention.
• Establish scalable processes and documentation to ensure consistent onboarding, check-ins, QBRs, and renewal workflows.
• Track and report on key client success KPIs, including adoption, renewal rates, and expansion revenue.
• Proactively engage with at-risk accounts, developing mitigation strategies to address challenges and reduce churn.
• Collaborate cross-functionally with Sales, Marketing, and Product teams to share client insights, support product adoption, and improve the overall client experience.
• Support strategic accounts directly as needed, guiding high-touch onboarding and providing executive-level visibility into success initiatives.
  
  

Required Experience And Qualifications

للتقديم الان

• 2+ years of experience in a SaaS Client Success or Account Management role.
• Proven success in managing post-sale client relationships in a B2B SaaS environment.
• Experience overseeing client onboarding, product adoption, renewals, and account growth in a SaaS business model.
• Strong understanding of customer lifecycle management, retention metrics, and success planning methodologies.
• Excellent interpersonal and communication skills, with the ability to guide both internal teams and external stakeholders.
• Skilled in using CRM and ticketing tools to manage workflows and reporting.
• Strong organizational and project management skills, with a track record of implementing scalable client success processes.
• Passion for building lasting client relationships and empowering organizations to achieve measurable training success.
• Fluency in Arabic and English.