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Success Team Lead

KnowledgeCity

HybridHybrid

Original Job Summary

About KnowledgeCity

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 robust Learning Management System (LMS). The company helps organizations worldwide enhance workforce development, compliance training, and professional skills programs while delivering measurable results and strong ROI.

Position Overview

The Success Team Lead is responsible for managing and mentoring a team of Client Success Managers (CSMs) focused on clients in the MENA region. This role oversees the post-sale client journey from onboarding to renewal and expansion, ensuring a world-class onboarding experience, long-term client relationships, and measurable success outcomes.

Responsibilities

  • Lead and develop a high-performing team of CSMs.
  • Oversee the entire post-sale client journey including onboarding and training.
  • Design and implement client success plans aligning with L&D goals.
  • Monitor client KPIs and identify opportunities to improve training engagement and retention.
  • Establish scalable processes for onboarding, check-ins, and renewals.
  • Report on key metrics including adoption, renewal rates, and expansion revenue.
  • Engage with at-risk accounts and develop mitigation strategies.
  • Collaborate with Sales, Marketing, and Product teams to enhance client experience.
  • Support strategic accounts with high-touch onboarding and executive-level guidance.

Required Experience And Qualifications

  • 2+ years in a SaaS Client Success or Account Management role.
  • Proven capability in managing post-sale client relationships in a B2B SaaS environment.
  • Experience with onboarding, product adoption, renewals, and account growth.
  • Strong knowledge of customer lifecycle management and success planning methodologies.
  • Excellent interpersonal and communication skills.
  • Proficiency with CRM and ticketing tools.
  • Strong organizational and project management abilities.
  • Fluency in Arabic and English.

Key skills/competency

  • Client Success
  • SaaS
  • Onboarding
  • Retention
  • Account Growth
  • Leadership
  • CRM
  • Communication
  • Training
  • MENA

How to Get Hired at KnowledgeCity

🎯 Tips for Getting Hired

  • Research KnowledgeCity's culture: Study their mission and industry presence.
  • Customize your resume: Highlight SaaS client success experience.
  • Review key metrics: Understand onboarding and retention metrics.
  • Prepare for behavioral interviews: Demonstrate leadership and communication skills.

📝 Interview Preparation Advice

Technical Preparation

Review CRM and client success tools.
Study SaaS onboarding and retention metrics.
Practice report generation and KPI analysis.
Familiarize with LMS and ticketing systems.

Behavioral Questions

Describe your leadership style.
Give an example of conflict resolution.
Explain decision-making under pressure.
Share team mentoring experiences.