SaaS Business Unit Manager

SaaS Business Unit Manager

Sales, Growth, Customer Success & Operations

About the Company

We are an established technology company in Kuwait with several years of market experience, a growing base of more than 600 business customers, and strong relationships with leading local and international partners.

The company operates in the business technology sector, providing software, SaaS, payment-related solutions, hardware, and digital business tools for SMEs and enterprise clients. The SaaS business unit is already active in the market and is now entering a new growth stage that requires stronger structure, leadership, sales execution, customer success, and scalable operations.

This is not a role to build something from zero. It is an opportunity to lead and scale an existing business line with real customers, proven demand, market credibility, and strong growth potential.

Role Overview

We are looking for a strong, hands-on SaaS Business Unit Manager to lead the growth and daily operations of our SaaS product in Kuwait.

This is a key leadership role for someone who can combine B2B sales, growth execution, customer onboarding, customer success, technical support operations, team building, and process management.

The right candidate will take ownership of the SaaS business unit and help build it into a scalable, well-organized, and high-growth operation.

Why Join Us

This is not a narrow sales or operations role. It is an opportunity to lead and grow a complete SaaS business unit with direct impact on revenue, customer experience, team structure, and market expansion.

You will work closely with senior management, have clear ownership, and play a central role in building the company’s SaaS growth engine in Kuwait.

1. Role Objective

Lead the full commercial and operational performance of the SaaS business unit, including sales, growth, marketing coordination, onboarding, customer success, technical support, team management, and daily execution.

The goal is to build a scalable SaaS operation with clear ownership, structure, and measurable performance, allowing senior management to focus on strategic partnerships, major deals, and product development.

2. Sales & Revenue

Own sales targets, pipeline management, lead follow-up, demos, closing activities, renewals, and revenue growth.

Build and manage a structured sales process, improve conversion rates, train the sales team, and ensure full CRM discipline.

3. Growth & Marketing

Coordinate with marketing to generate qualified leads through campaigns, offers, content, landing pages, WhatsApp messages, and sector-specific promotions.

Measure marketing impact based on lead quality, conversion rate, customer acquisition, and revenue generated.

4. Customer Onboarding

Manage the full onboarding journey from contract signing to go-live.

Create clear onboarding checklists, assign responsibilities, reduce activation delays, and ensure customers start using the system properly.

5. Customer Success & Retention

Ensure customer satisfaction, product adoption, renewals, upselling, and churn reduction.

Monitor customer issues and usage patterns, identify at-risk customers early, and build proactive follow-up processes.

6. Technical Support Operations

Organize daily technical support operations, ticket handling, issue classification, escalation rules, response time, and resolution follow-up.

Coordinate between customers, support staff, technical teams, and management to ensure fast and professional support.

7. Team Management

Plan, hire, train, and manage the required sales, onboarding, customer success, and support teams.

Set KPIs, monitor performance, improve discipline, and build a culture of accountability, teamwork, and customer service quality.

8. Operations & Processes

Build and improve SOPs for sales, onboarding, support, reporting, internal coordination, and customer follow-up.

Reduce operational chaos, dependency on individuals, and create a scalable operating system for the SaaS business.

9. Product & Market Feedback

Collect feedback from customers, sales, onboarding, and support teams.

Organize product improvement requests and coordinate with the development/product team based on business impact, customer value, and scalability.

10. Reporting & KPIs

Prepare weekly and monthly reports covering sales, MRR, pipeline, onboarding, support, churn, renewals, complaints, team productivity, and operational risks.

Track key KPIs including leads, demos, closed deals, conversion rate, onboarding time, support tickets, response time, resolution time, customer satisfaction, and churn.

11. Authority & Execution

The manager has the authority to prepare business plans, growth plans, sales plans, operational plans, hiring needs, tools, systems, and required resources.

Once approved by senior management, the manager has full authority and responsibility to execute the approved plan and manage daily operations within the approved scope.

12. Required Experience

Strong experience in B2B sales, preferably in SaaS, software, POS, fintech, payments, or business technology.

Minimum 5 years of experience in the Kuwaiti market is required, with strong understanding of SMEs, restaurants, retail, and local customer behavior.

13. Language Requirement

Fluency in both Arabic and English is mandatory.

The candidate must communicate professionally in both languages with customers, teams, partners, vendors, and senior management.

14. Required Skills

Strong sales leadership, operational discipline, customer success mindset, problem-solving, follow-up, reporting, and team management skills.

The ideal candidate is organized, data-driven, commercially strong, customer-focused, and able to build processes and teams from scratch.