Customer Success Team Lead

Job Description

Seesaw is looking for a Customer Success Team Lead to join their team in Amman, Jordan. The candidate will manage a portfolio of international single-school accounts, primarily in the MENA region, and advance digital customer success operations. The role involves working directly with customers and shaping processes to support global growth.

The Customer Success Team Lead will collaborate with U.S.-based team members and may need occasional flexibility to accommodate meetings in the Eastern Time zone.

Responsibilities include:

• Managing a portfolio of international single-school accounts.
• Serving as the point of contact for escalated customer inquiries.
• Owning renewal and retention efforts.
• Partnering with leadership to build a tech-touch digital team in Jordan.
• Providing feedback and coaching to team members.
• Localizing and implementing Seesaw’s global strategies.
• Supporting day-to-day team operations and assisting with internal escalations.
• Documenting and maintaining internal resources.
• Identifying and resolving workflow challenges.
• Collaborating with cross-functional teams.

Requirements:

• Bachelor’s degree required.
• Minimum 3 years of experience in customer success, ideally in the EdTech sector.
• Experience working directly with K–12 schools in the MENA region is strongly preferred.
• Strong understanding of customer success principles and best practices.
• Proven ability to build and refine team processes.
• Strong communicator, collaborator, and problem-solver.
• Proficiency with CRM systems and customer success tools (e.g., Salesforce).
• Highly organized with the ability to prioritize across multiple workstreams.
• Fluency in English is required; fluency in Arabic and French is strongly preferred.