Director of Global Renewals & Customer Success

Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!

Job Overview:

The Director of Global Renewals and Customer Success leads the strategy and tactical operations of Rewaa’s Global Renewals team. This individual reports directly to the VP of Global Customer Success. This leader must be passionate about developing teams, coaching, identifying and removing obstacles, in pursuit of exceeding renewals targets and developing a sense of integrity and commitment to customer satisfaction. They should be able to effortlessly move from strategic thinking to overseeing tactical execution. This leader will work extensively with senior leaders across Global Support and other Rewaa organizations.

WHAT YOU WILL BE RESPONSIBLE FOR:

Leadership & Strategy

Lead and mentor a team of inside renewal account managers, fostering a culture of excellence, continuous improvement, and a customer-first mindset.

Define and establish best practices, workflows, and processes to ensure consistent and world-class customer experience with an eye to a transition towards true customer success managers.

Collaborate cross-functionally with Sales, Product, Marketing, and Technical teams to ensure alignment and seamless customer journeys.

Operational Excellence

Oversee and ensure that the team's performance metrics and KPIs are met, most importantly a focus on growing on-time and ultimate renewal rates.

Working with account management, conduct customer strategic business reviews to identify areas of growth and potential risks.

Customer Advocacy & Growth

Work closely with the Account Managers, generating leads and ensuring high net revenue retention.

Collaborate with Account Managers to guarantee renewals and achieve high gross revenue retention.

Relationship Management

Manage and nurture relationships with high-value enterprise accounts, understanding the intricacies of complex deals.

Engage with diverse stakeholders including economic buyers, champions, and daily users to drive adoption and value realization.

Engage with and maximize the value of channel partners in the renewal life cycle, particularly for the high-volume, low value market set.

CANDIDATE QUALIFICATIONS & WHY YOU’RE A GREAT FIT FOR THE ROLE:

A minimum of 5 years in a renewals/customer success leadership role, specifically as a Director or above.

A minimum of 5 years of experience in SaaS industry

A minimum of 5 years of experience with B2B Customer Success

Global Sales Experience Preferred, But Regional Level Required.

Profound understanding of CRM systems, preferably Zoho, Hubspot, or Salesforce

Demonstrated success in managing mid-market and enterprise accounts

Exceptional people management skills, with a proven track record of being a 'player-coach.'Ability to create, review, and improve processes to drive operational efficiency.

Strong analytical and problem-solving skills, with a data-driven approach to decision-making.

Excellent communication and interpersonal skills, with the ability to influence and build strong relationships at all levels.

Bi-Lingual in English and Arabic preferred

BA/BS in Business/Finance or equivalent / MBA helpful

Benefits:

Work with an awesome growing global team, in a fast-growing startup with the opportunity to develop

Relocation Allowance if Applicable

Competitive Salary

Stock Options

Alert for Candidates

Please be aware that Rewaa and its subsidiaries do not conduct interviews via email or text and will never request payment as a condition for applying for a position or receiving a job offer. To ensure your safety, apply only through Rewaa’s official channels and avoid sharing personal information (name, address, birthdate, ID number, etc.) with unsolicited contacts. If you encounter anything suspicious, please let us know so we can assist you.

تنبية للمتقدمين

تؤكد شركة رِواء وشركاتها التابعة على أنها لا تجري أي مقابلات عمل عبر البريد الإلكتروني أو الرسائل النصية، ولن تطلب أي مبالغ مادية كشرط للتقديم أو لتلقي عرض عمل على أي وظيفة. التقديم على وظائف شركة رواء يتم فقط عبر القنوات الرسمية للشركة، ونحذر من مشاركة معلوماتك الشخصية (مثل الاسم، العنوان، تاريخ الميلاد، والهوية الوطنية، وغيرها) مع أي طرف خارجي.

Notice to External Recruiters and Staffing Agencies

Rewaa does not accept unsolicited resumes from external recruiters or staffing agencies. Any submission of an unsolicited resume to our resume database, directly to Rewaa hiring managers, or by other means will be considered gratis, and no recruiting fee will be paid if an unsolicited candidate from a third-party recruiter is subsequently hired. Fees will be paid ONLY where an external recruiter has an executed service contract in place with Rewaa and resumes have been solicited by our Talent Acquisition team in connection with a specific job opening.

إشعار للمستقطبين الخارجيين ووكالات التوظيف

تؤكد شركة رِواء أنها لا تقبل أي سيرة ذاتية من المستقطبين الخارجيين أو وكالات التوظيف إلا إذا كانت بموجب عقد مبرم وموقع بين الطرفين. أي سيرة ذاتية تُقدم إلى قاعدة بياناتنا، أو تُرسل مباشرةً إلى مسؤولي التوظيف في شركة رِواء، أو تُرسل عبر أي وسيلة أخرى دون عقد مسبق، ستُعتبر خدمة مجانية، ولن يتم دفع أي رسوم توظيف في حال تعيين المرشح. تُدفع الرسوم فقط إذا تم طلب السيرة الذاتية من قِبَل مسؤولي التوظيف لدى شركة رِواء بموجب العقد.