Customer success Team Lead

4 days ago

Lahore, Punjab, Pakistan Instacare Technologies Full time 7,200,000 - 9,600,000 per year

Job Summary:

The Customer Success Team Lead is responsible for ensuring customer satisfaction, retention, and growth by managing a team of customer success representatives. This role focuses on driving excellent customer experiences, building long-term relationships, and ensuring clients achieve maximum value from the company's products or services.

Key Responsibilities:1. Team Leadership & Management

  • Lead, mentor, and support the customer success team to ensure high performance and engagement.
  • Set clear goals and KPIs for team members and regularly review performance.
  • Conduct training sessions and provide coaching to enhance communication, product knowledge, and problem-solving skills.

2. Customer Relationship Management

  • Build and maintain strong relationships with key customers to ensure satisfaction and loyalty.
  • Act as an escalation point for complex customer issues and ensure timely resolution.
  • Regularly check in with clients to understand their needs, pain points, and expectations.

3. Process Improvement & Service Quality

  • Develop and implement customer success processes to improve efficiency and customer experience.
  • Monitor customer feedback and suggest actionable improvements to internal teams.
  • Ensure that support requests and inquiries are handled promptly and professionally.

4. Retention & Growth

  • Work closely with the sales and account management teams to identify upsell and cross-sell opportunities.
  • Track customer health scores, renewal rates, and churn metrics.
  • Develop retention strategies to reduce customer churn and increase satisfaction.

5. Reporting & Analytics

  • Prepare weekly and monthly reports on customer satisfaction, team performance, and key metrics.
  • Analyze customer data to identify trends, risks, and opportunities for improvement.
  • Present insights and recommendations to senior management.

6. Collaboration with Other Departments

  • Coordinate with product, technical, and support teams to ensure smooth client onboarding and issue resolution.
  • Share customer feedback with relevant departments to enhance product features and service quality.

Key Skills & Competencies:

  • Strong leadership and team management skills
  • Excellent communication and interpersonal abilities
  • Problem-solving and conflict-resolution expertise
  • Customer-centric mindset with strategic thinking
  • Strong organizational and analytical skills

Education & Experience:

  • Bachelor's degree in Business Administration, Marketing, or a related field
  • 3–5 years of experience in customer success, client relations, or account management.
  • Prior experience in SaaS or technology-based products is an advantage.

Job Type: Full-time

Pay: Rs70, Rs80,000.00 per month

Work Location: In person

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