Head of Customer Success
Location
India (relocate to UAE)
Travel
UAE · KSA · SE Asia
Reports to
CEO
Manages
CSM Team, India
High-Travel Role:
This role does not require continuous presence at a single client location. You will run a regular travel circuit across UAE, Saudi Arabia, and Southeast Asia for on-site MBRs, executive meetings, and key account relationship-building. Candidates must be genuinely comfortable with frequent international travel as a core, sustained part of the job.
About Swan
Swan is a retail-native customer engagement platform — purpose-built for the needs of modern retailers across loyalty, omnichannel campaigns, and customer analytics. We compete with and differentiate from players like MoEngage, CleverTap, Capillary, and Emarsys by going deeper on retail-specific use cases. You will be our most senior client-facing leader across international markets — the person clients call when they want to do more with their customer data, not just keep the lights on.
What You Will Own
Own client health and retention across Swan's UAE, Saudi, and Southeast Asia enterprise portfolio — proactively monitor engagement signals and intervene before churn becomes a risk.
Drive deep product adoption through structured onboarding, value realization frameworks, and ongoing enablement — measured by active feature usage, campaign volume, and retail KPIs like loyalty redemption, repeat purchase rate, and customer LTV.
Travel regularly across UAE, Saudi Arabia, and Southeast Asia for on-site QBRs, executive meetings, and relationship-building — this is a travel circuit, not a desk job.
Build trusted advisor relationships with key stakeholders at client organizations (CMOs, Heads of Loyalty, Digital, and CRM leads) — not just operational contacts.
Run high-quality QBRs grounded in data — show clients what is working, what is not, and what to do next with Swan's platform in the context of their retail calendar.
Partner with clients on engagement strategy — help them plan campaigns, lifecycle flows, and segmentation approaches that deliver measurable outcomes for their end customers.
Support the India CSM team on complex analytics, segmentation, and strategy requests — be the person who raises the ceiling on what the team can deliver.
Lead, mentor, and scale the India-based CSM team — define playbooks, set the quality bar for client communication, and coach the team through difficult accounts.
Be the voice of the customer internally — bring structured feedback to Product and Engineering so Swan keeps getting more useful for retail use cases.
Identify upsell and referral opportunities organically as a result of strong client relationships and demonstrated value — a natural outcome, not the primary KPI.
Must-Have Background
8–12 years in Customer Success, Account Management, or consulting in B2B SaaS — with a clear track record of retaining and growing complex enterprise accounts.
Deep domain knowledge of retail — ideally across fashion, grocery,pharmacy; must genuinely understand how retail marketing teams think, plan, and measure success.
Strong hands-on familiarity with customer engagement and CRM platforms (MoEngage, CleverTap, Capillary, Emarsys, Salesforce Marketing Cloud, or equivalents) — enough to challenge a client's campaign strategy, not just support it.
Experience supporting clients on analytics and engagement strategy — RFM segmentation, lifecycle campaign design, cohort analysis, retention measurement.
Proven ability to manage or mentor a CSM team and lift their performance — not just individual contributor excellence.
Genuinely comfortable with frequent international travel across multiple regions as a sustained part of the role.
Strong executive communication skills; able to present confidently to C-suite stakeholders in English.
Strong Plus
Prior exposure to retail markets in GCC or Southeast Asia — through clients, projects, or regional work (does not require UAE residency or prior UAE experience).
Experience building and running engagement strategy for loyalty programmes in retail.
Exposure to CDPs, loyalty platforms, or POS integrations in a retail context.
Experience building CS playbooks from scratch at a growth-stage SaaS company.
