Customer Success Team Lead

Job: Customer Success Team Lead
Duration: full-time job Hybrid
Start date: ASAP
Location: Dubai
Apply: CV and Cover Letter to together@democrance.com

About Democrance
Democrance is an insurance technology company working to make insurance accessible and
affordable to consumers via mobile and digital channels.

We have automated the entire value chain of insurance sales from marketing to claims
processing, resulting in a substantial increase in sales efficiency of insurance campaigns,
allowing insurers to reach new market segments at no upfront cost.

Our digital platform brings together key industries, including insurance and
telecommunications companies as well as organizations which have large and previously
untapped customer bases, allowing low-income, uninsured or under-insured populations to
buy, pay for, use and claim for insurance simply using their mobile phone.

We work alongside leading global insurance providers to support their product and process
innovation, in a bid to increase and complement their sales channel performance, enable
them to capture their digital-savvy customers, while at the same time making insurance
accessible and affordable for those who need it most but can afford it least.

 

The Role

The Customer Success Lead is responsible for leading and scaling the Customer Success function at Democrance, ensuring long-term client satisfaction, retention, and growth. This role demands strategic vision, strong leadership, and seamless collaboration with Sales, Product, and Technology teams to implement customer-centric initiatives. As a key contributor to revenue retention and expansion, the Customer Success Lead will foster lasting client partnerships by enhancing satisfaction, driving account growth, and ensuring commercial success.

 

Responsibilities include:

Leadership & Strategy

• Develop and execute the Customer Success strategy, aligning it with company goals.
• Lead, mentor, and grow the Customer Success team to ensure high performance and
• professional development.
• Establish and refine best practices, processes, and tools to enhance customer experience and engagement.
• Own key Customer Success KPIs, including retention, expansion, and satisfaction metrics.

Customer Relationship Management

• Build and nurture relationships with key customers, including executive sponsors and stakeholders.
• Serve as the executive point of contact for escalations, ensuring swift and effective resolution of issues.
• Drive customer advocacy by fostering trust, loyalty, and long-term partnerships.

Revenue Growth & Expansion

• Identify upsell and cross-sell opportunities, collaborating with Sales to drive account expansion.
• Align customer needs with Democrance’s product roadmap, influencing feature development and prioritization.
• Work closely with business teams to ensure seamless onboarding, engagement, and renewal processes.

Operational Excellence & Collaboration

• Oversee customer project implementations, ensuring timely and high-quality delivery.
• Partner with Product and Technology teams to enhance the customer experience and service offerings.
• Establish and track key performance metrics, providing data-driven insights to inform business decisions.
• Analyze customer usage data to develop success plans that drive product adoption and retention.
• Conduct utilization workshops to educate customers on best practices and maximize engagement.

Customer Insights & Market Research

• Stay informed on industry trends, competitor offerings, and evolving customer needs.
• Implement and optimize customer feedback loops to drive continuous improvement.
• Lead Democrance’s Customer Satisfaction Program and ensure KPIs are consistently met.

 

Who should apply?

• A strategic leader with 5 years minimum of experience in Customer Success, Account Management in a SaaS Insurtech Company.
• Proven ability to manage and scale Customer Success teams in a high-growth, fast-paced environment.
• Strong experience engaging with enterprise customers, including C-level executives and multi-stakeholder environments.
• Exceptional communication, stakeholder management, and negotiation skills.
• Entrepreneurial mindset with a passion for customer engagement, problem-solving, and business growth.
• Experience working across geographic and cultural boundaries.
• Fluent in English (additional languages are a plus).

 

What we offer

● A dynamic and exciting start-up environment.
● The opportunity to work for a meaningful cause.
● The potential to grow in one of the most promising social startups in the region
● A degree of freedom and flexibility to shape the role and experience all sides of a growing business.
● Flexible working hours and locations.