Head of Support & Customer Success

About the role

This senior leadership position combines Customer Success and Product Support under one owner, ensuring an exceptional experience from onboarding through renewal for enterprise banking software customers.

Key responsibilities

• Define and strengthen support processes, including triage, SLAs, incident and problem management, root‑cause analysis and knowledge management.
• Build and lead a scalable support model using monitoring, data, AI and automation to shift from reactive to proactive support.
• Establish and run the Customer Success operating model, including segmentation, engagement playbooks, account planning and health scoring.
• Lead onboarding reviews, service reviews, Executive Business Reviews and renewal planning across SBS product lines and regions.
• Own the overall customer experience, manage critical escalations, ensure transparency around incidents and roadmap commitments, and partner with Professional Services for smooth transitions.
• Drive CSAT, NPS, Voice of Customer initiatives, product adoption and identify expansion opportunities with Account Managers.

Required profile

• 10+ years in enterprise software or fintech, with at least 5 years in leadership of Customer Success, Support or Service Delivery.
• Strong background in banking or financial‑services software (digital banking, open banking, payments or lending) and experience with SaaS and on‑premise environments.
• Proven ability to engage senior banking executives and technical stakeholders across the Middle East and Africa.
• Experience in complex, matrixed international organisations and knowledge of GCC banking markets.

Required skills

• AI and automation, Cloud platforms, Knowledge Management, Gainsight, Jira Service Management, ServiceNow, APIs, Mobile applications.
• Incident Management, Problem Management, SLA governance, major incident handling, Customer health scoring, NPS, CSAT, Voice of Customer, SaaS Operations.
• ITIL practices, Customer Success operating model, Customer segmentation, Engagement playbooks, Account planning.