Become part of Pemo’s incredible team!

We’re bold, collaborative, and ego-free. We challenge each other positively, encourage courageous decisions, and always aim high. Excited to be part of something big? We’re hiring a Head of Customer Success Manager.

The Role

Customer Success is vital to Pemo's long-term growth and profitability.

As we scale across the MENA region, we need a senior leader to own and drive success for our Pemo customers.

The Head of Customer Success will be responsible for ensuring SMEs across the region receive massive value from Pemo's platform, leading to strong retention, expansion, and advocacy.

This role encompasses all Customer Success activities including onboarding, adoption, and advocacy, with direct accountability for outcomes such as up-sell, churn reduction, and customer lifetime value growth.

Key Responsibilities

Drive Customer Success Outcomes

• Optimise Time to Value for Pemo customers through smooth and fast onboarding

• Monitor, understand and reduce churn across UAE and KSA markets

• Expand revenue in accounts through strategic upsell strategies

• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores

• Drive new business growth through customer advocacy, case studies, and reference-ability

Define and Optimize Customer Lifecycle

• Map the customer journey for SMEs from initial onboarding to power users

• Develop listening points throughout the journey (e.g., card usage, accounting integration adoption, etc.)

• Standardise interventions for each critical point in the customer journey

• Define segmentation of customer base by company size, market, and feature usage or product use cases with tailored success strategies

• Identify opportunities for continuous improvement by learning from best practices across SaaS industry

Manage Customer Success Activities

• Onboarding: Ensure seamless setup of Pemo accounts, card issuance, and team invitations

• Training: Educate customers on expense tracking, approval workflows, accounting integrations, and advanced features

• Professional Services: Support complex implementations and accounting software integrations

• Customer Success Management: Develop proactive CSM function for mid-market and key accounts customers

• Retention: Drive retention through early churn risk identification and intervention

• Upsell: Expand wallet share through additional cards and feature upgrades

• Advocacy: Build a community of Pemo champions who provide testimonials and referrals

Lead a World-Class Customer Success Team

• Develop and elevate our high-potential team through Pemo's growth stages

• Create clear growth pathways across success teams

• Align cross-functionally with Marketing, Product, Sales, and Finance

• Establish feedback loops that influence product roadmap and strategy

Required Experience & Skills

Must-Have Experience

• 7+ years in leading customer-facing organisations, preferably in SaaS or B2B technology

• Proven track record of building and scaling Customer Success functions from early to growth stage

• Deep understanding of SME challenges and needs in the MENA region

• Ideally combined background of post-sale and sales experience with accountability for revenue outcomes

Leadership & Business Acumen

• Ability to manage influence through persuasion, negotiation, and consensus building across cultures

• Strong empathy for customers and passion for revenue and growth

• Deep understanding of value drivers in recurring revenue and SaaS business models

• Experience with churn analysis, cohort analysis, and customer health scoring

Technical & Analytical Skills

• Analytical and process-oriented mindset with data-driven decision making

• Familiarity with expense management, corporate cards, and accounting software

• Proficiency with CS platforms and/or CRM systems

• Experience with financial metrics including CAC, LTV, NRR, and payback period

Personal Attributes

• Demonstrated desire for continuous learning and improvement

• Enthusiastic and creative leader with the ability to inspire others

• Excellent communication and presentation skills in English and Arabic

• Customer-obsessed mindset with genuine passion for SME success

• Startup mentality—comfortable with ambiguity, fast-paced environment, and wearing multiple hats

Education

• Bachelor's degree required; preference for business, finance, technology, or related fields

• MBA or relevant advanced degree is a plus

What We Offer

• Opportunity to shape Customer Success at a fast-growing fintech in one of the world's most dynamic regions

• Work with a passionate, talented team that's bold, ambitious and collaborative

• Competitive compensation package with equity participation

• Be part of the fintech revolution transforming how SMEs in MENA manage their finances

• Professional development and growth opportunities as Pemo scales

Why Pemo?

Work your way with flexible hours and freedom to take time off when you need it. Join a global team of fintech experts, backed by $18M+ from top investors and named in Forbes ME Top 50. At Pemo, you’ll innovate, grow, and help shape the future of spend management in MENA.

A little more about our company

At Pemo, we believe that all business owners deserve to be successful. Business owners deserve to spend their time and money doing what they do best - running their businesses. They deserve to stay in control of their finances, at any point in time, effortlessly! That's why we have built the all-in-one spend management platform that empowers MENA business owners and their teams.

With Pemo, company spending becomes easy, fast and transparent. Teams can spend smarter and autonomously. Business owners can run more efficient workplaces and keep control of their finances. Pemo gives superpowers to businesses so they can be bold and fast.