Customer Success Manager (Global)

As the Head of Global Customer Success for Tookan, you will own the post-sale customer journey worldwide. You will lead, mentor, and scale a high-performing team of 8 Customer Success Managers (CSMs) and Account Managers (AMs) based in the UAE. Your mission is two-fold: ensure seamless, high-touch onboarding that drives immediate product adoption, and systematically unlock revenue growth through proactive upselling and cross-selling. This is a strategic leadership role requiring a blend of deep empathy for the customer, strong people management skills, and a sharp commercial mindset. 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: Opt...