Head of Customer Success

About Property Finder

Property Finder is the leading property portal in the Middle East and North Africa (MENA) region. We're dedicated to shaping an inclusive future for real estate while spearheading the region's growing tech ecosystem. Our purpose is simple: to change living for good in the region.

Founded in 2007 on the value of great ambitions, Property Finder connects millions of property seekers with thousands of real estate professionals every day. Our platform offers a seamless, enriching experience that empowers buyers and renters to make informed decisions. Today, we're a trusted partner for developers, brokers, and home seekers alike.

As a lighthouse tech company, we create an environment where people can thrive and contribute meaningfully to the transformation of real estate in MENA.

Our promise to talent

At Property Finder, we believe talent thrives in an environment where you can be your best self, where you're empowered to create, elevate, grow, and care. Our team is made up of the best and brightest, united by a shared ambition to change living for good in the region. We attract top talent who want to make an impact, and we firmly believe that when our people grow, we all succeed.

The Role

Head of Customer Success

Reports to: Director of Sales

The Head of Customer Success is a key role with direct impact on revenue retention and key strategic metrics. You'll own post-sales customer success and engagement, driving adoption and value realisation for our subscription customers. Ultimately, you'll represent our customers' interests in getting real value from Property Finder's digital products and solutions.

You'll build a high-performing team serving clients across all customer segments and regions. With a strong understanding of the sales funnel, you'll build relationships with Sales Segment Directors and Country Managers and support the revenue engine across the region.

Strong relationship-building skills and a passion for helping customers succeed, combined with an affinity for metrics and analytics, are key to success in this role.

Key Responsibilities

• Create and execute a customer success strategy that drives Net Revenue Retention across the Group, managing over $100M in book value and 1,500+ clients across Enterprise and SMB segments.
• Drive key strategic metrics around product adoption and market share, including adoption of SuperAgent, Spotlight, and Quality Score, while strengthening our competitive position through Exclusive Listings and reducing churn.
• Lead a team of 12+ customer success partners across the region, developing and coaching them to exceed targets in every market.
• Hire, develop, and coach your team to take a consultative approach to managing customers.
• Act as the escalation point for all customer account management matters and resolve them promptly.
• Carry out on-ground client visits to support and coach your team while hearing the real voice of the customer.
• Monitor health metrics and run client reviews using established reporting, keeping clients on track to meet their goals and fixing results that fall behind.
• Identify CSQLs during customer check-ins to support revenue growth and upsell opportunities.
• Use technology to increase efficiency and make processes scalable.
• Partner with Sales to provide the support and resources customers need throughout their lifecycle so revenue targets are achieved.
  
  

• Bachelor's degree in Business, Marketing, or a related field.
• 8+ years of experience in B2B SaaS or subscription sales and account management, including 4+ years managing a sales or customer success team of at least five people.
• Proven leadership, with strong communication, public speaking, forecasting, problem-solving, and data-driven decision-making skills.
• A track record of building and scaling a successful retention function, engaging confidently with key internal and external decision makers.
• High proficiency with CRM and productivity tools (Excel, PowerPoint). Salesforce experience is preferred.
• Real estate industry knowledge is an advantage.
• Ability to navigate complex decision-making processes within client organisations.
• Ability to adapt quickly to evolving business strategies and industry dynamics.
  
  

• Think Future First
• Data Beats Opinions, Speed Beats Perfection
• Optimise for Impact
• No Ostriches Allowed
• Our People, Our Power
• The Biggest Risk is Taking No Risk at All