Head of Customer Success & Implementation - LogTech SaaS - Morocco (On-Site) - French & English Mandatory

The Role

Our client, a Y-Combinator-backed, category-defining startup, is seeking a Head of Customer Success & Implementation to join them.

This is a pivotal role that sits at the intersection of leadership, strategy, and hands-on execution. You will be responsible for overseeing our growing CSM team, building out scalable processes, and working directly with our leadership team to ensure our SaaS clients across the region achieve maximum value.

The Responsibilities

• Team Leadership & Oversight: Lead and mentor a small, high-performing team of Customer Success Managers, fostering a culture of excellence and accountability.
• Process & Tool Optimization: Audit and improve our existing CS infrastructure. You will be responsible for building, automating, and optimizing the tools and workflows that allow us to scale.
• Strategic Planning: Work hand-in-hand with the leadership team to define and execute the long-term CS strategy, focusing on retention, expansion, and client health.
• Direct Client Engagement: Maintain a "boots on the ground" approach by managing a portfolio of key accounts, leading implementations, and conducting high-level QBRs.
• Cross-Functional Collaboration: Act as the bridge between our clients and our Product/Engineering teams to ensure the roadmap aligns with market needs.
• Implementation Excellence: Refine the "Closed-Won" to "Live" transition, ensuring that complex SaaS integrations are seamless and value-driven from day one.

The Skills & Competencies

• Operational Excellence: Ability to design, implement, and manage complex workflows and CRM tools to streamline the customer lifecycle.
• Strategic Thinking: You can zoom out from daily tasks to build a long-term roadmap that aligns customer health with business revenue goals.
• Analytical Prowess: Data-driven mindset with the ability to track, report, and act on key performance indicators like NRR, Churn, and Time-to-Value.
• Exceptional Communication: A master of stakeholder management, capable of navigating difficult client conversations and presenting to C-level executives.
• Project Management: High degree of organizational skill with a proven track record of managing multiple implementation projects simultaneously under tight deadlines.
• Team Development: A natural mentor who can identify skill gaps within a team and provide the coaching necessary to level up junior members.
• Linguistic Mastery: You are professionally fluent (written and spoken) in English, French, and Arabic.

The Differentiators

• Domain Expertise: Experience and network within the Logistics, Supply Chain, or Transport Management Systems (TMS) sector is preferred. We value exceptional commercial builders who can quickly master the domain and accelerate time-to-value for our customers.
• Consulting DNA: A background in Management Consulting or a similar professional services field is a massive plus. We value the structured problem-solving and executive presence that comes with it.
• SaaS Expertise: While deep Customer Success experience is a massive plus, we are primarily looking for a strategic thinker who understands the SaaS lifecycle and how to drive adoption.
• Operational Mindset: You don't just identify problems; you build the systems (HubSpot, CS platforms, etc.) to fix them.

⏳ The Benefits

• High Impact: Direct influence on the growth and operational maturity of a fast-scaling company.
• Leadership Access: Regular, direct collaboration with the founders and leadership team.
• Growth Path: A clear trajectory into Director-level leadership as the regional team expands.
• Dynamic Culture: Join a remote-first, agile team that values results over bureaucracy.
• Competitive Package: A competitive base salary and performance-based incentives.

The Process

Application → HR CV Screening → Hiring Manager Review → First Business Interview → Technical/Case Assessment → Case Presentation → Final Interview → Offer.

The Employer

Our client is a rapidly growing, Y-Combinator-backed logistics technology company. They are dedicated to reimagining how logistics teams plan, execute, and collaborate on transportation. Their connected platform is a powerful Transport Management System (TMS) designed to bring visibility, simplicity, and speed to every shipment.

The client believes modern logistics deserves tools that are easy to use, fast to implement, and built for real-world complexity. By working side-by-side with shippers and carriers, their platform helps turn operational chaos into control, making transportation operations more predictable, transparent, and collaborative.

Department Operations Role Director of Customer Service Locations Casablanca Employment type Full-time