customer success lead

MC Ledger

<div><b>Company Description</b><p><br>
Are you ready to join a dynamic team that's transforming the way small businesses manage their finances? At mazeed, we're not just offering a service; we're providing a lifeline to micro and small-sized enterprises. Our multi-faceted platform is the key to helping these businesses keep their financial records in check, issuing invoices promptly, and making informed decisions. We're the trusted extension of their team, their Finance &amp; Accounting Department.</p><p>
Our core values of Integrity, People Growth, Customer Centric, Global Mindset, Innovation, and Adaptability are the foundation upon which we've built our success. We're not just looking for someone who can fill a role, but someone who can align with these values, adding their unique perspective to our team.</p><b><br>
Job Description</b><p><b><br>
Responsibilities:</b></p><p><b>
Team Leadership &amp; Supervision</b></p><ul><li><p>
Supervise, coach, and support the Customer Success team in managing active customers.</p></li><li><p>
Conduct regular one-on-one meetings, performance reviews, and coaching sessions.</p></li><li><p>
Ensure consistent execution of engagement plans, renewals processes, and service standards.</p></li><li><p>
Support team capacity planning, prioritization, and development.</p></li></ul><p><b>
Customer Relationship Management &amp; Retention</b></p><ul><li><p>
Own the ongoing success and satisfaction of customers and onboarding in the Financial Services and SaaS products</p></li><li><p>
Ensure proactive customer engagement, health checks, and value delivery.</p></li><li><p>
Identify risk accounts early and lead retention and recovery plans.</p></li><li><p>
Handle customer escalations and high-impact relationships when needed.</p></li></ul><p><b>
Renewals Management &amp; Revenue Protection</b></p><ul><li><p>
Oversee and drive the end-to-end customer renewal process.</p></li><li><p>
Provide regular performance and renewal forecasts to management.</p></li><li><p>
Ensure timely renewal outreach, follow-ups, and contract discussions.</p></li><li><p>
Collaborate with Sales and Finance on pricing, contracts, and payment follow ups.</p></li></ul><p><b>
Performance Monitoring, Reporting &amp; KPI</b></p><ul><li><p>
Track and analyze customer success metrics such as NPS score, retention, churn, and renewal rates.</p></li><li><p>
Ensure accurate CRM records for customer activities and account health.</p></li><li><p>
Use insights to improve customer engagement and their outcomes.</p></li></ul><p><b>
Cross-Functional Collaboration</b></p><ul><li><p>
Collaborate closely with product, operations, and support teams to ensure seamless execution and alignment on client needs.</p></li><li><p>
Join the commercial team to identify client needs and deliver tailored product demos based on the industry and business model.</p></li></ul><p><b>
Product Adoption &amp; Engagement</b></p><p>
Monitor and drive the adoption of the product among customers, analyze usage data, provide insights, and suggest strategies to improve engagement and value realization.</p><p><b>
Upselling &amp; Cross-Selling</b></p><p><br>
Identify opportunities within existing accounts to expand product usage or sell additional solutions, in alignment with customer needs and business goals.</p><b><br>
Qualifications</b><ul><li><p><br>
4-to-6-year Experience Customer facing role</p></li><li><p>
Proven ability to manage customer relationships, drive product adoption, and ensure satisfaction.</p></li><li><p>
Hands-on experience managing subscription renewals, upsells, or retention initiatives.</p></li><li><p>
Track record of meeting or exceeding renewal or retention of KPIs.</p></li><li><p>
Upselling and Cross selling experience</p></li><li><p>
Experience supervising, mentoring, or coaching a small team (1&ndash;6 members preferred).</p></li><li><p>
Ability to set goals, provide guidance, and monitor performance.</p></li><li><p>
Experience in SaaS, technology, or software solutions and Services is highly preferred.</p></li><li><p>
Familiarity with CRM tools (HubSpot, Salesforce, or similar) and data-driven customer management.</p></li></ul><ul><li><p>
Experience analyzing customer data, usage metrics, and health scores to identify risks and opportunities.</p></li><li><p>
C1 or above in English level</p></li><li><p>
Familiarity with ERP platforms (e.g., Odoo, SAP, Oracle, or Microsoft Dynamics) is a plus</p></li><li><p>
Understanding of financial reporting, data analysis, and ERP workflows.</p></li><li><p>
Proficient in Excel and Power Point</p></li><li><p>
Basic understanding of data migration processes and ERP configuration steps is a plus</p></li></ul><b><br>
Additional Information</b><p><br>
If you're excited to embark on this journey with us, to be part of an innovative team that's changing the game for small businesses, we encourage you to apply. At mazeed, we don't just hire employees; we welcome team members who share our values and vision. Join us in making a real impact on the financial well-being of small enterprises while advancing your own career. Your success is our success, and together, we'll reach new heights in the world of finance and accounting.</p><p>
Join our mazeed Family and enjoy a comprehensive benefits package that includes competitive compensation, comprehensive health coverage, professional development opportunities, work-life balance initiatives, an inclusive company culture, and performance bonuses and incentives. We prioritize the well-being and growth of our employees and strive to create a supportive and rewarding work environment.</p></div>

Customer Success Team Lead

Track24

Overview <p>Build Something Extraordinary</p><p>Are you ready to lead customer success at one of the most exciting moments in a company's growth? At Track24 and through AtasNXT, we're transforming how organisations fulfil their duty of care. As our Customer Experience Manager, you'll own the complete customer journey during a pivotal scaling phase, combining strategic vision with hands-on impact.</p> Why This Role is Different <ul><li><p>Build, Don't Just Manage: Shape our customer success function from its foundations - designing scalable processes, driving team culture, and creating frameworks for rapid expansion. You'll architect the future, not maintain the status quo.</p></li><li><p>Strategic + Hands-On: Lead a growing team (currently 2 reports) while personally stewarding our most strategic accounts. Present to C-suite clients one day, solve complex challenges the next. You'll have real variety and genuine impact.</p></li><li><p>Voice at the Table: Your insights will directly influence product development and business strategy. Join us at the sweet spot-established enough to have momentum, early enough for you to make your mark.</p></li></ul> What You'll Do <ul><li><p>Build and mentor a high-performing team, establishing the processes and culture that will define our customer success function.</p></li><li><p>Personally manage strategic customer relationships, conducting business reviews and identifying expansion opportunities.</p></li><li><p>Own the complete renewal cycle-from planning through negotiation to completion-targeting 95%+ renewal rates.</p></li><li><p>Develop relationships with key technology and channel partners, creating joint initiatives that amplify customer success.</p></li><li><p>Champion AI transformation initiatives, implementing health scoring systems and digitising onboarding processes.</p></li><li><p>Translate customer insights into actionable strategies that shape our product roadmap.</p></li></ul> Requirements What You Bring <ul><li><p>Experience in customer success or account management within B2B SaaS/technology, with experience leading teams.</p></li><li><p>Track record managing portfolios worth £500K+ ARR in scaling environments.</p></li></ul><p>Skills: You're equally comfortable presenting to executives and mentoring team members. You see patterns in data, build genuine customer relationships, and thrive in the controlled chaos of growth. You're resilient, strategic, and energised by solving complex problems.</p><p>Education: Bachelor's degree in Business, Marketing or related field required.</p> Benefits What's In It For You <ul><li><p>Financial: Competitive base salary + commission + comprehensive travel expenses</p></li><li><p>Impact: Your fingerprints on everything we build at a critical inflection point</p></li><li><p>Variety: Travel to customer and partner sites (up to 25%)-including international destinations</p></li><li><p>Autonomy: Own your domain with the resources and trust to execute your vision</p></li><li><p>Growth: Be part of an AI transformation journey</p></li></ul> Ready to Make Your Mark? <p>If you're excited by building something meaningful and creating customer experiences that set the standard, we want to hear from you. This isn't just another customer success role - it's an opportunity to define what exceptional looks like.</p><p>Track24/AtlasNXT is committed to building diverse teams and creating an inclusive workplace.</p><p>Please note: We are not accepting applications via recruitment agencies for this role.</p>

Customer Experience Manager

Microsoft

<div>
 <strong>
  Overview
  <br/>
  <br/>
 </strong>
 With over 17,000 employees worldwide, the mission of the Customer Experience &amp; Success (CE&amp;S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft&rsquo;s products and services, ignited by our people and culture. Come join CE&amp;S and help us build a future where customers achieve their business outcomes faster with technology that does more.
 <br/>
 <br/>
 Are you the tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?
 <br/>
 <br/>
 As a CSAM, you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes. Check out the CSAM role in the Customer Success Unit at Microsoft! Be ready to make impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.
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  This role is flexible in that you can work up to (25%) from home.
  <br/>
  <br/>
 </em>
 <strong>
  Responsibilities
  <br/>
  <br/>
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 <ul>
  <li>
   Customer Relationship Management: You will support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and with guidance from more experienced colleagues.
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   Customer Success Leadership and Customer Strategy and Growth: You will listen to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account.
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   You will align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
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   Customer Success leadership - Delivery and program Management: You will support the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
  </li>
  <li>
   You will initiate conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account. Adopts the organizational and customer success strategy and ensure you align Microsoft technology and services with the customer goals and objectives.
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   You will meet consumption milestones as you track adoption and usage of Microsoft products and services, work with customers to identify areas where adoption could be improved and takes action to drive usage while you develop and leverage an
  </li>
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   understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue.
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  </li>
 </ul>
 <strong>
  Qualifications
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  <br/>
 </strong>
 <ul>
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   Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  </li>
  <ul>
   <li>
    OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
   </li>
   <li>
    OR equivalent experience
    <br/>
    <br/>
   </li>
  </ul>
 </ul>
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  <li>
   Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  </li>
  <ul>
   <li>
    OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
   </li>
   <li>
    OR equivalent experience
   </li>
  </ul>
  <li>
   5+ years relevant work experience within customer industry
  </li>
  <li>
   Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365)
  </li>
  <li>
   Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification
  </li>
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   <li>
    Project Management Institute (PMI) or equivalent Project Management certification
   </li>
   <li>
    Prosci or equivalent certification
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   </li>
  </ul>
 </ul>
 This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
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 <br/>
 Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about
 <strong>
  requesting accommodations.
 </strong>
</div>


Customer Success Account Mgmt

Amazon

Team Lead, Customer Success US, RBS Strategic Account Services <p>The Strategic Account Services (SAS) team within the Retail Business Services (RBS) India organization is seeking a Team Lead for Customer Success to lead a team of Customer Success Managers (CSMs) responsible for the growth and development of Third-Party (3P) marketplace Sellers in the Amazon US Store.<br><br>In this role, you'll be responsible for all business and operational objectives of your CSM team. You'll drive the creation and execution of strategies to achieve business goals, as well as collaborate across your team to explore innovative ways to identify and optimize growth levers such as selection expansion, merchandising strategy, brand positioning, and catalog quality.<br><br>The ideal candidate thrives in an ambiguous environment where they must develop, implement, and iterate on business strategies to deliver growth and a positive experience for Sellers. This person has relentlessly high standards and operates as a business owner who understand key levers to achieve results through their team. They have a passion for people management and are at their best when they're building, developing and guiding high-performing teams.<br><br>Key job responsibilities<br>• Coach, mentor, and develop a team of CSMs<br><br>• Contribute to goal setting for your team to align with organizational goals and contribute to business strategy development and identify the correct input metrics that drive growth and improve the end customer experience.<br><br>• Build and cultivate strong relationships with Sellers in your team's portfolio along with internal stakeholders; be a trusted advisor and a business advocate while monitoring Seller satisfaction.<br><br>• Contribute or lead projects across the team and broader organization that help drive process improvements, increased efficiency, and/or unlock growth for the team and Sellers.<br><br>• Identify, optimize, and scale improvements that can benefit a large set of customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, partnering with external teams to align programs etc.<br><br>• Manage recruiting and hiring efforts across direct team and broader organization.<br><br>Shift timing is 4 PM to 1 AM.</p> BASIC QUALIFICATIONS <p>- 3+ years of team management experience<br>- 3+ years of mentoring, leading and coaching experience<br>- Bachelor's degree<br>- 3+ years professional experience in Corporate Retail, Buying, Merchandising, Planning and/or relevant experience within Customer Success, Account Management, Management Consulting, Sales, Marketing, and/or E-Commerce.<br>- Experience building customer relationships, identifying business opportunities for clients and increasing adoption and utilization of company products.<br>- Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems.<br>- Track record of developing business plans with a demonstrated ability to navigate ambiguous situations while effectively managing multiple projects and priorities across teams.</p> PREFERRED QUALIFICATIONS <p>- Experience in E-Commerce, Corporate Retail, Consulting and/or B2B<br>- Superior communication and presentation skills<br>- Effective account management.<br>- Adept at stakeholder and executive communication, data analysis, partner engagement and negotiation.<br>- Understanding of retail math and formulas for the purpose of making business decisions.<br>- Experience using analytical, account management and productivity tools like SalesForce and Microsoft Office Suite.<br><br>Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.</p><p>Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability or other legally protected status.</p>

Team Lead, Customer Success US, RBS Strategic Account Services

black.ai

Location <p>Australia - Sydney/Melbourne/remote, Brisbane</p> Employment Type <p>Full time</p> Location Type <p>Hybrid</p> Department <p>Customer Success</p> <b>Who are Heidi</b> <p>Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care.</p> <p>We exist to double healthcare's capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages.</p> <p>Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare.</p> <p>Backed by nearly $100 million in total funding, Heidi is expanding across ANZ, the USA, UK, Canada, and Europe, partnering with major health systems</p> <p>We move quickly where it matters and stay grounded in what's proven, shaping healthcare's next era. Ready for the challenge?</p> <b>The Role</b> <p>As a Customer Success Manager at Heidi, you'll own the end to end customer experience across diverse customer segments, helping clinicians adopt and love Heidi.</p> <b>What you'll do:</b> <p><b>As an Enterprise Customer Success Manager for Hospitals at Heidi,</b> you'll be the strategic partner for a portfolio of public and private health networks, accountable for their long-term success with Heidi.</p> <p>You'll shape the customer journey from success design through implementation to ongoing value realisation, building trusted relationships with executives and clinical leaders to ensure Heidi delivers measurable outcomes, sustained adoption, and lasting impact across hospitals, departments, and care teams.</p> <b>Lead enterprise deployments:</b> <ul> <li><p>Engage early in the customer journey to shape rollout and pilot strategies, ensuring every program is set up for success.</p></li> <li><p>Lead cross-functional collaboration within Heidi and with key customer stakeholders from executives to clinical and technical leaders to deliver smooth implementations, strong clinician adoption, and measurable outcomes.</p></li> <li><p>Translate strategy into execution, guiding teams to achieve results quickly and sustain them at scale.</p> <p><b>Drive change management:</b></p></li> <li><p>Support hospitals through significant workflow transformation by leading planning, communication, training, and reinforcement that give clinicians and executives confidence in adopting new ways of working.</p> <p><b>Partner for ongoing success:</b></p></li> <li><p>Build trusted, long-term relationships with executives, clinicians, and operational leaders to ensure sustained value well beyond go-live.</p></li> <li><p>Engage with intention to demonstrate impact and expand Heidi's value across the health system, contributing to our mission of doubling healthcare's capacity.</p> <p><b>Use data to drive decisions:</b></p></li> <li><p>Interpret and operationalise customer insights to design and execute initiatives that improve clinician engagement and satisfaction.</p></li> <li><p>Use data to proactively manage risk and identify opportunities for expansion and advocacy.</p> <p><b>Communicate and collaborate:</b></p></li> <li><p>Communicate, present, and influence effectively at all levels, from executives to frontline clinicians, showing a genuine commitment to improving healthcare outcomes and supporting those who deliver care.</p> <p><b>Champion customer success:</b></p></li> <li><p>Focus on what truly matters to clinicians and health leaders - improving care, enhancing patient outcomes, and making clinicians' working lives easier.</p></li> <li><p>Combine deep product expertise with empathy to solve relentlessly for their success, knowing that when they thrive, healthcare does too.</p> <p><b>Stay ahead of health-system trends:</b></p></li> <li><p>Be relentlessly curious about how healthcare is changing. Anticipate what's next, from digital health innovation to hospital operations and clinician workflows, and turn that insight into strategies that drive adoption and deliver measurable outcomes.</p> <p><b>Scale success:</b></p></li> <li><p>Bring expertise, curiosity, and good judgement to how we grow. Shape the frameworks, tools, and ways of working that turn complex, multi-hospital programs into scalable, high-impact rollouts.</p></li> <li><p>Earn trust, prove value, and embed Heidi as a critical partner in every health system's long-term success.</p></li> </ul> <b>What we will look for</b> <ul> <li><p><b>Experience:</b> 5+ years in digital health transformation, including 3+ years in Customer Success or client-facing roles with large hospital or health network customers.</p></li> <li><p><b>Mission-driven:</b> Motivated by reducing clinician burden and improving patient outcomes through thoughtful, intelligent design and technology.<br/><b>Influential and credible:</b> Able to align executives, clinicians, and IT leaders around shared goals, turning competing priorities into collective momentum and measurable outcomes.</p></li> <li><p><b>Proven impact:</b> Experienced in driving genuine adoption and lasting behaviour change, not just managing projects, but ensuring technology becomes part of daily clinical workflows.</p></li> <li><p><b>Commercial mindset:</b> Understands the connection between customer outcomes and business success, contributing to retention, net renewals, and growth across a portfolio of enterprise customers.</p></li> <li><p><b>Builder mindset:</b> Collaborative, curious, and proactive - you spot challenges early, move fast to solve them, and continuously raise the bar for yourself and the team.</p></li> <li><p><b>Tech fluency:</b> Confident using modern tools to collaborate, track outcomes, and share insights across teams; experience with platforms such as HubSpot, Gong, Figma, Omni, or similar is a bonus.</p></li> </ul> <p>At Heidi, we look for people who care deeply about improving healthcare and who bring curiosity, drive, and heart to what they do. If you're passionate about our mission and believe you can contribute meaningfully, even if you don't tick every single box, we'd still love to hear from you.</p> <b>What do we believe in?</b> <ul> <li><p>Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world's health demands it. We believe in progress built through precision, pace, and ownership.</p></li> <li><p>Live Forever- Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters.</p></li> <li><p>Practice Ownership- Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character.</p></li> <li><p>Small Cuts Heal Faster- Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on.</p></li> <li><p>Make others better- Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output.</p></li> </ul> <p>Our mission is clear: expand the world's capacity to care, and do it without losing the humanity that makes care worth delivering.</p> <b>Why you will flourish with us ?</b> <ul> <li><p>Flexible hybrid working environment, with 3 days in the office.</p></li> <li><p>Additional paid day off for your birthday and wellness days.</p></li> <li><p>Special corporate rates at Anytime Fitness in Melbourne, Sydney tbc.</p></li> <li><p>A generous personal development budget of $500 per annum.</p></li> <li><p>Learn from some of the best engineers and creatives, joining a diverse team.</p></li> <li><p>Become an owner, with shares (equity) in the company, if Heidi wins, we all win.</p></li> <li><p>The rare chance to create a global impact as you immerse yourself in one of Australia's leading healthtech startups.</p></li> <li><p>If you have an impact quickly, the opportunity to fast track your startup career!</p></li> </ul> <p>Help us reimagine primary care and change the face of healthcare in Australia and then around the world.</p>

Customer Success Manager

Iberdrola

<div><div>Product and Customer Center of Excellence Lead</div><div></div><div>
Department: Product<br>
Reports To: Chief Product Officer<br>
Location: Doha</div><div></div><div>
Position Description:</div><div></div><div>
We&rsquo;re seeking an empathetic, tech-savvy leader to supercharge our Product and Customer Center of Excellence. As the bridge between our AI-powered tools and real-world users, your north star is customer success. You&rsquo;ll own all product knowledge flows&mdash;using Confluence, rich asynchronous content, and multimedia&mdash;and turn them into impactful, self-serve experiences. But you&rsquo;ll also be in the trenches with customers: listening, guiding, and ensuring every partner and user achieves their business KPIs.</div><div>
You&rsquo;ll make sure our customers are never alone. From onboarding to mastery, your proactive outreach, responsive guidance, and open feedback channels guarantee every voice is heard, every challenge met, and every &ldquo;aha&rdquo; moment delivered.</div><div></div><div>
Jobs to Be Done:</div><ul><li><div>
Build a Center of Excellence that is both a digital knowledge hub (Confluence, multimedia, async learning) and a real-time connection point for customers to ask, share, and succeed</div></li><li><div>
Design and deliver asynchronous enablement (training videos, guides, FAQs)-but also lead live sessions and office hours for direct customer engagement</div></li><li><div>
Personally connect with customers and partners to understand needs, champion adoption, and help troubleshoot blockers</div></li><li><div>
Gather customer feedback through forums, surveys, and interactive sessions; close the loop fast by driving real product improvements</div></li><li><div>
Hold regular customer success check-ins to track progress, surface insights, and celebrate KPI wins</div></li><li><div>
Launch and nurture a vibrant customer community (forums, webinars, async Q&amp;A), spark peer-to-peer learning, and promote best practice sharing</div></li><li><div>
Act as an ambassador for empathy and customer-first communication-making every interaction supportive, clear, and genuinely valuable</div></li></ul><div></div><div>
Requirements:</div><div></div><div>
Education:</div><div></div><ul><li><div>
Bachelor's or Master's in Communication, Learning for Adults, Knowledge and documentation Management, Digital Media, or related field</div></li><li><div>
Certifications in Customer Success, SaaS Product Management, or Learning Experience Design are a strong plus</div></li></ul><div></div><div>
Experience:</div><ul><li><div>
Bachelor's or Master's in Communication, Customer Success, Knowledge Management, Digital Media, or related field</div></li><li><div>
Certifications in Customer Success, SaaS Product Management, or Learning Experience Design are a strong plus</div></li></ul><div></div><div>
Skills and Competencies</div><div></div><ul><li><div>
Deep Confluence expertise: structures content for maximum self-service and discoverability. Using advanced features to create templates that are easy to use across the organization</div></li><li><div>
Advanced in asynchronous and multimedia content: makes learning on-demand, engaging, and accessible</div></li><li><div>
Natural communicator and facilitator-connects personally with users from onboarding to power usage</div></li><li><div>
Expert in relationship building, empathy, and problem-solving for customer success</div></li><li><div>
Skilled in running feedback loops, interactive forums, community events, and live webinars</div></li><li><div>
Data- and outcome-focused: tracks and improves customer satisfaction, engagement, and self-serve metrics</div></li><li><div>
Thrives when combining tech, storytelling, and human connection to create customer delight</div></li></ul><div></div><div>
Key Performance Indicators (KPIs):</div><div></div><ul><li><div>
Rates of customer-reported business KPI achievement and product adoption</div></li><li><div>
Rates of customer-reported business KPI achievement and product adoption</div></li><li><div>
Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence</div></li><li><div>
Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence</div></li><li><div>
Rates of customer-reported business KPI achievement and product adoption</div></li><li><div>
Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence</div></li><li><div>
Engagement rates with Confluence, multimedia content, and live customer-facing activities</div></li><li><div>
Customer satisfaction (NPS, CSAT) with enablement, training, and ongoing success interactions</div></li><li><div>
Onboarding time and customer time-to-value achieved through combined knowledge and personal support</div></li><li><div>
Community participation and customer-driven best practice sharing</div></li><li><div>
Continuous improvement score: percentage of product or process changes driven by direct customer feedback</div></li></ul><div></div><div>
Why Join Us?</div><div></div><div>
As the Product and Customer Center of Excellence Lead, you will have the unique opportunity to shape the future of AI for sustainability and drive meaningful impact on a global scale. You will work alongside a passionate, mission-driven team and play a pivotal role in building a technology-led organization that delivers innovative solutions to some of the world&rsquo;s most pressing challenges.</div><div></div><div>
Mobility Information</div><div>
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.</div><div></div><div>
Job Posting End Date:</div>
January-31-2026</div>

Product and Customer Center of Excellence Lead

<div>
 <strong>
  Department:
 </strong>
 Product
 <br/>
 <br/>
 <strong>
  Reports To:
 </strong>
 Chief Product Officer
 <br/>
 <br/>
 <strong>
  Location:
 </strong>
 Doha
 <br/>
 <br/>
 <strong>
  Position Description
  <br/>
  <br/>
 </strong>
 We&rsquo;re seeking an empathetic, tech-savvy leader to supercharge our Product and Customer Center of Excellence. As the bridge between our AI-powered tools and real-world users, your north star is customer success. You&rsquo;ll own all product knowledge flows&mdash;using Confluence, rich asynchronous content, and multimedia&mdash;and turn them into impactful, self-serve experiences. But you&rsquo;ll also be in the trenches with customers: listening, guiding, and ensuring every partner and user achieves their business KPIs.
 <br/>
 <br/>
 You&rsquo;ll make sure our customers are never alone. From onboarding to mastery, your proactive outreach, responsive guidance, and open feedback channels guarantee every voice is heard, every challenge met, and every &ldquo;aha&rdquo; moment delivered.
 <br/>
 <br/>
 <strong>
  Jobs To Be Done
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Build a Center of Excellence that is both a digital knowledge hub (Confluence, multimedia, async learning) and a real-time connection point for customers to ask, share, and succeed
  </li>
  <li>
   Design and deliver asynchronous enablement (training videos, guides, FAQs)-but also lead live sessions and office hours for direct customer engagement
  </li>
  <li>
   Personally connect with customers and partners to understand needs, champion adoption, and help troubleshoot blockers
  </li>
  <li>
   Gather customer feedback through forums, surveys, and interactive sessions; close the loop fast by driving real product improvements
  </li>
  <li>
   Hold regular customer success check-ins to track progress, surface insights, and celebrate KPI wins
  </li>
  <li>
   Launch and nurture a vibrant customer community (forums, webinars, async Q&amp;A), spark peer-to-peer learning, and promote best practice sharing
  </li>
  <li>
   Act as an ambassador for empathy and customer-first communication-making every interaction supportive, clear, and genuinely valuable
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <strong>
  Education:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's or Master's in Communication, Learning for Adults, Knowledge and documentation Management, Digital Media, or related field
  </li>
  <li>
   Certifications in Customer Success, SaaS Product Management, or Learning Experience Design are a strong plus
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's or Master's in Communication, Customer Success, Knowledge Management, Digital Media, or related field
  </li>
  <li>
   Certifications in Customer Success, SaaS Product Management, or Learning Experience Design are a strong plus
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Skills And Competencies
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Deep Confluence expertise: structures content for maximum self-service and discoverability. Using advanced features to create templates that are easy to use across the organization
  </li>
  <li>
   Advanced in asynchronous and multimedia content: makes learning on-demand, engaging, and accessible
  </li>
  <li>
   Natural communicator and facilitator-connects personally with users from onboarding to power usage
  </li>
  <li>
   Expert in relationship building, empathy, and problem-solving for customer success
  </li>
  <li>
   Skilled in running feedback loops, interactive forums, community events, and live webinars
  </li>
  <li>
   Data- and outcome-focused: tracks and improves customer satisfaction, engagement, and self-serve metrics
  </li>
  <li>
   Thrives when combining tech, storytelling, and human connection to create customer delight
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Key Performance Indicators (KPIs)
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Rates of customer-reported business KPI achievement and product adoption
  </li>
  <li>
   Rates of customer-reported business KPI achievement and product adoption
  </li>
  <li>
   Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence
  </li>
  <li>
   Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence
  </li>
  <li>
   Rates of customer-reported business KPI achievement and product adoption
  </li>
  <li>
   Frequency and resolution time of customer issues directly handled or enabled by the Center of Excellence
  </li>
  <li>
   Engagement rates with Confluence, multimedia content, and live customer-facing activities
  </li>
  <li>
   Customer satisfaction (NPS, CSAT) with enablement, training, and ongoing success interactions
  </li>
  <li>
   Onboarding time and customer time-to-value achieved through combined knowledge and personal support
  </li>
  <li>
   Community participation and customer-driven best practice sharing
  </li>
  <li>
   Continuous improvement score: percentage of product or process changes driven by direct customer feedback
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Why Join Us?
  <br/>
  <br/>
 </strong>
 As the Product and Customer Center of Excellence Lead, you will have the unique opportunity to shape the future of AI for sustainability and drive meaningful impact on a global scale. You will work alongside a passionate, mission-driven team and play a pivotal role in building a technology-led organization that delivers innovative solutions to some of the world&rsquo;s most pressing challenges.
 <br/>
 <br/>
 <strong>
  Informaci&oacute;n Movilidad
  <br/>
  <br/>
 </strong>
 Tenga en cuenta que cualquier solicitante que no sea ciudadano del pa&iacute;s de la vacante estar&aacute; sujeto al cumplimiento de los requisitos de inmigraci&oacute;n aplicables para trabajar legalmente en ese pa&iacute;s.
 <br/>
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 January-31-2026
</div>


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