Who Are We❓
We Are Foodics! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far! making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region. Also Foodics has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners.

The Job in a Nutshell💡

The Customer Success Team Leader oversees a team of Customer Success Agents, ensuring high performance across renewals, customer engagement, churn management, and ARR retention. The role combines people leadership, operational execution, and customer success ownership.

What Will You Do❓

• Lead, coach, and develop a team of Renewals Specialists.
• Ensure renewal targets, churn KPIs, and ARR retention goals are consistently achieved.
• Monitor team performance, quality of customer interactions, and health-check execution.
• Ensure each customer receives at least 4 health-check calls annually.
• Act as an escalation point for high-risk or complex customer cases.
• Drive proactive risk identification and churn-prevention strategies.
• Maintain data accuracy across CRM and support systems.
• Collaborate closely with Sales, Support, Finance, and Product teams.
• Prepare performance reports and insights for management.
  

What Are We Looking For❓

• 3–5 years of experience in Customer Success, Renewals, or Account Management.
• Prior experience leading or mentoring teams.
• Strong understanding of SaaS business models and retention metrics.
• Hands-on experience with CRM systems (Salesforce or equivalent).
• Experience with customer support tools such as Zendesk (or similar).

Who Will Excel❓

• Having a SaaS background is highly recommended.
• Experience managing customer portfolios with ARR and churn ownership.
• Strong analytical, coaching, and stakeholder-management skills.
• Experience supporting the Saudi or GCC market.
  

What We Offer You❗
We believe you will love working at Foodics!

• We have an inclusive and diverse culture that encourages innovation and flexibility.
• We offer highly competitive compensation packages, including bonuses and the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.