Head of Customer Success

About us:

Ronin The Masterless Samurai Agency, is not just a service provider but a guardian of entrepreneurial success.

We empower businesses to dominate the digital landscape, ensuring every step in their journey is secure, profitable, and ahead of the curve.

Our comprehensive suite of services, from premium agency accounts to our innovative Ronin App, is designed to be the fastest and most reliable in the industry. As we build an amazing community of entrepreneurs, we are dedicated to scaling businesses with peace of mind.

Our Mission

To support 10,000 businesses in mastering the art of scaling online, transforming challenges into opportunities for profit and growth. Our commitment extends beyond service. We are the vanguard of digital marketing, ensuring your path to success is unobstructed.

Our Why

We believe every entrepreneur possesses the power to change the world. Ronin exists to nurture this potential, providing the tools and support necessary to overcome digital marketing challenges and scale with confidence.

Position Title: Head of Customer Success

Location: Lebanon, Morocco, Portugal, Serbia, South Africa
Schedule: Full-time, business hours UAE timezone

About You:
You are a customer-centric leader with a proven track record in transforming chaotic processes into a cohesive and effective customer success strategy. You possess strong communication skills and are well-versed in utilizing various platforms to enhance client engagement. Your analytical mindset allows you to dive deep into customer metrics and insights, enabling you to proactively address their needs. You thrive in a lean startup environment, leading teams while fostering a culture of customer obsession and operational excellence.

Top 5 Objectives:

1. Achieve less than 5% churn for Tier 1 and VIP clients.

2. Elevate Net Revenue Retention (NRR) above 110%.

3. Develop and implement a standardized client onboarding process.

4. Enhance cross-functional communication to drive client expansions.

5. Foster a customer-obsessed culture where client success is everyone’s priority.

Main Responsibilities:

• Own the complete client journey from onboarding through long-term expansions to ensure high satisfaction and retention.

• Conduct assessments of current communication channels, identify bottlenecks, and implement a unified communication strategy.

• Create Standard Operating Procedures (SOPs) that guide client management, account health checks, and upselling workflows.

• Deliver regular performance reports analyzing customer satisfaction (NPS) and churn risk to executive leadership.

• Manage key client accounts with a focus on relationship-building and identifying upsell opportunities.

Requirements:

• Extensive experience in a Customer Success leadership role, preferably within a startup environment.

• Strong knowledge of multi-channel communication tools (Trello, ClickUp, Slack, CRM systems).

• Data-driven approach with experience in interpreting customer usage metrics and feedback.

• Exceptional leadership and team management skills with a focus on coaching and accountability.

• Excellent communication skills with the ability to synthesize and communicate key issues and successes effectively.

Opportunities and Benefits:

• Fixed monthly salary and bonus structure based on performance.

• Opportunities for professional development and ongoing training.

• Flexible working arrangements to encourage work-life balance.

• A vibrant and collaborative work culture that promotes innovation and excellence.

Join Us:
If you are a passionate and driven leader ready to take the reins of customer success and make a significant impact at Ronin Global, we want to hear from you. Apply today to join a team dedicated to making a difference for our clients. Not the right fit? We encourage individuals not aligned with a fast-paced, customer-first approach to explore other opportunities.