# Head of Customer Success — Dealix (Hire #3)

> **Compensation**: 35,000–55,000 SAR/month + 0.2–1.0% equity (vesting 4yr / 1yr cliff)
> **Location**: Riyadh-primary, bi-weekly travel to Jeddah / Dammam / Dubai
> **Reports to**: Founder
> **Start**: Within 60 days of offer

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## The role

You will own every pilot customer from signature to expansion. You run the 90-day pilot structure, weekly 30-min feedback sessions, golden-path completion measurement, NPS capture, and you translate customer friction into product work.

This is not "account management." It's a product-adjacent role. You are the first person in the room to know when something is not working, and the first to prove it did work once the customer signs for year-2.

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## What you will do in the first 90 days

1. Run the **3 design-partner pilots** (§3 of the Phase 2 Execution Waves).
2. Own the **Friction Log** (`docs/customer_learnings/friction_log.md`) — weekly entries, no exceptions.
3. Maintain each pilot's **Success Criteria** document and drive the Week-12 Phase Gate conversation.
4. Capture and record the **Dealix Case Study** (written + video) with 2+ design partners.
5. Build the **onboarding playbook** so pilot #4 and pilot #5 take half as long as pilot #1.

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## Requirements

- 4+ years customer-facing role at a B2B SaaS company with ≥$30K ACV
- Native Arabic + fluent English. You will run calls in both languages the same day.
- KSA network or demonstrable KSA commercial context (deep enough to understand CFO/COO buying motions in KSA enterprises)
- Structured communicator. You write call notes that a product manager can act on without asking you a question.
- Numerate. You are comfortable with NPS, retention cohorts, adoption metrics, and ROI spreadsheets.

### Nice to have
- Previous founding CS / first-CS-hire experience
- Understanding of PDPL / ZATCA / SDAIA enough to field basic compliance questions from customers
- Background in commercial operations (Sales Ops / RevOps / Deal Desk)

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## Signals we want to see in your application

- 3-sentence description of the toughest pilot you closed (or lost) and what you learned
- Your take on "why most enterprise SaaS customer success is theater" (200 words)
- One KSA CFO/COO you could personally introduce us to in Week 1

## Signals we do NOT want

- "Relationship manager" with no product instincts
- Inability to show quantitative pilot outcomes (retention %, expansion $, NPS)
- Deep slide-deck culture (we use running docs, not slideware)

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## Interview loop (3 stages)

1. **Intro** (45 min) — Founder. Story check, mutual expectations.
2. **Customer simulation** (60 min) — We role-play a skeptical KSA CFO. You lead a 45-min discovery call.
3. **Onboarding plan** (4 hours own time, 2,000 SAR compensation) — Write the 90-day pilot onboarding plan for a hypothetical KSA retail group. Present + defend.

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## Why you might want this

- You become the voice of the customer inside a product-first company — we actually ship what you report.
- Equity stake at the founding stage.
- Direct access to Founder + Design Engineer + Backend Engineer in one-room culture.
- A chance to build the customer-success craft for Arabic enterprise SaaS from scratch.

## Why you might NOT want this

- You must write. Every call, every learning, every decision. No "verbal update" tradition.
- You own the Friction Log and will get called out at Friday retros if it is not current.
- You will be in the product issue tracker alongside engineers. This is a feature, not a bug.

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## Apply

Send to: founder@dealix.sa
Subject: `Head of Customer Success — [Your Name]`
Body: the 3-sentence pilot story + 200-word opinion + 1 KSA exec intro line.