About Lucidya
Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.
Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.
About the role
At Lucidya, customer success is not a support function - it is a revenue-driving engine.
We’re looking for a director of customer success to lead, unify, and scale our CX organization as Lucidya moves from high-growth into scale-up mode. This role owns the full post-sales journey and plays a critical role in realizing, expanding, and retaining revenue across enterprise and government customers.
You will lead a large, multi-disciplinary CX organization, act as the internal voice of the customer, and set the standard for what “excellent” customer experience looks like - even when it means challenging the status quo.
This role reports into the chief revenue officer (CRO) and works closely with sales, finance, product, and engineering.
What you’ll own
Revenue & growth
Own ARR realization, retention, renewals, and expansion across the customer lifecycle
Ensure deals closed by sales are fully realized and grown through strong execution and relationships
Lead a CX organization that is target-driven, results-oriented, and customer-first
CX leadership & team building
Lead and scale a 35+ person CX organization across:
Customer success
Solutions consulting (pre-sales)
Customer support
Build a strong performance culture without sacrificing team health, engagement, or trust
Hire, mentor, and grow CX leaders - with clear career progression and low attrition
Foster a culture where teams feel ownership, pride, and accountability for outcomes
Customer experience excellence
Define and continuously raise the bar for CX standards across onboarding, adoption, support, renewals, and expansion
Act as the voice of the customer internally - even when it requires pushing back or being constructively controversial
Step into high-impact customer escalations and critical accounts when needed
Ensure CX is proactive, not reactive
Strategy, change & scale
Navigate shifting priorities, and evolving product offerings
Lead CX through inevitable ambiguity while keeping teams focused, motivated, and aligned
Improve foundations while the business is moving, not after
Partner closely with product & engineering to influence roadmap based on real customer needs
Data, metrics & accountability
Own and report on key CX and revenue metrics, including:
ARR, renewals, retention, expansion
NPS / customer satisfaction
eNPS / team engagement
Team performance and turnover
Use data to drive decisions - without losing human judgment and leadership intuition
What success looks like (first 90 - 120 days)
Establish trust and credibility with CX teams and cross-functional leaders
Gain deep understanding of Lucidya’s customers, revenue model, and CX gaps
Begin raising CX standards and sharpening revenue focus
Create momentum around ownership, accountability, and customer-first thinking
Requirements
What we’re looking for
Experience & background
Proven leadership experience in customer experience, customer success, account management, or revenue-facing roles
Experience owning aggressive ARR targets and delivering results in fast-growth environments
Background working with enterprise and government customers
Experience leading large, multi-layered teams with diverse personalities
B2B SaaS experience is a plus, but not mandatory - transferable leadership matters more
We care less about the number of years and more about what you’ve actually built, grown, and delivered. That said, we do expect the right candidate to have spent a number of years leading and scaling CX teams in a B2B environment.
Market & context
Strong familiarity with Saudi Arabia and how enterprise and government customers operate
Arabic-speaking candidates with regional experience are strongly preferred
Non-negotiables
Fluent in Arabic and English
Proven record of delivering large, aggressive revenue targets
Exceptional people leadership and culture-building capability
Deep customer obsession - unwilling to accept “this is how it’s always been done”
Adaptability, humility, and openness to learning
Who you are
A leader who believes if you take care of people, they take care of the business
Results-driven without burning out teams
Comfortable with ambiguity and change
Confident challenging norms in service of the customer
Curious about technology, AI, and how it can elevate CX
Bonus points
Experience using AI tools or automation to improve CX workflows
Demonstrated interest in technology beyond surface-level usage
Track record of building CX organizations that customers and employees love
If you want to own revenue, shape culture, and set the standard for world-class customer experience in a fast-scaling AI company, this role was built for you.