Head of Customer Success- Software Experience

Company Description Amjaad Technology is a leading corporation in IoT and utility management, delivering smart metering solutions for electricity, water, BTU, and gas. Through its innovative ioMeter System, the company supports utility providers, real estate developers, and smart cities in driving digital transformation, optimizing energy use, and advancing sustainability goals. Amjaad Technology also builds platforms for community and facilities management in smart cities, enhancing operational efficiency and resource utilization. With over 300 projects completed across Egypt, Saudi Arabia, and the UAE, its solutions have positively impacted more than 200,000 people and contributed to the creation of sustainable, well-managed communities.
Role Description The Head of Customer Success is a full-time, on-site role based in Qesm El Maadi, responsible for leading the customer success function and ensuring a high-quality experience across all client engagements. This role oversees customer onboarding, adoption of Amjaad's solutions, and ongoing relationship management, ensuring customers achieve measurable outcomes and long-term value. Key day-to-day tasks include managing a customer success team, monitoring customer satisfaction and retention metrics, resolving escalations, and coordinating with product, sales, and operations to address customer needs. The Head of Customer Success will develop and refine customer success strategies, conduct regular business reviews with key accounts, and implement processes that enhance customer communication, feedback collection, and continuous improvement.
Qualifications

• Strong customer-centric skills, including Customer Satisfaction and Customer Retention, with a track record of building long-term relationships.
• Demonstrated Analytical Skills to interpret customer data, monitor performance metrics, and identify trends and risks.
• Excellent Communication abilities, including clear written and verbal communication, stakeholder management, and presentation skills.
• Proven Account Management experience, overseeing strategic accounts and coordinating cross-functional support for complex customers.
• Prior leadership experience in customer success, account management, or related functions, ideally in technology, SaaS, IoT, or utilities.
• Ability to design and implement scalable customer success processes, including onboarding, training, and lifecycle management.
• Strong problem-solving and decision-making capabilities, with the ability to work on-site and collaborate effectively with internal teams.
• Bachelor's degree in Business, Engineering, Information Technology, or a related field; advanced degrees or relevant certifications are an advantage.