Customer Success Team Lead

2 weeks ago

Lahore, Punjab, Pakistan Instacare Technologies Full time 576,000 - 768,000 per year

Job Description – Customer Success Team Lead (SaaS Program)

The Customer Success Team Lead for the SaaS program will be responsible for leading the customer success team to drive adoption, engagement, and retention of the company's software platform. This role ensures that customers achieve their business outcomes through effective onboarding, proactive support, and ongoing value realization. The Team Lead will manage a group of Customer Success Managers (CSMs) and Support Specialists, oversee customer health metrics, and serve as the primary point of escalation for critical accounts. They will collaborate closely with Product, Sales, and Engineering teams to deliver a seamless customer experience and foster long-term relationships that support customer growth and loyalty.

Key ResponsibilitiesTeam Leadership & Development

  • Manage, coach, and mentor the Customer Success team to ensure high performance and customer satisfaction.
  • Allocate resources effectively to support onboarding, adoption, and retention activities.
  • Conduct regular one-on-ones, team meetings, and training to upskill the team in SaaS best practices.

Customer Lifecycle Management

  • Oversee end-to-end customer lifecycle: onboarding, adoption, retention, expansion, and advocacy.
  • Ensure smooth customer onboarding with structured implementation plans and timelines.
  • Monitor customer engagement through usage analytics, ensuring clients realize maximum value.

Account Management & Escalations

  • Act as the point of escalation for complex or high-value accounts.
  • Develop strong executive-level relationships with strategic customers.
  • Collaborate with Sales to identify upsell/cross-sell opportunities within existing accounts.

Data & Performance Monitoring

  • Track customer health metrics (adoption rate, churn, renewals, NPS, CSAT, product usage).
  • Prepare reports for leadership on customer success performance and risks.
  • Use data insights to predict churn and implement proactive retention strategies.

Cross-functional Collaboration

  • Work with Product teams to relay customer feedback and influence roadmap priorities.
  • Partner with Marketing to create case studies and customer advocacy programs.
  • Align with Sales on customer renewals, expansions, and upsell opportunities.

Process Improvement & Strategy

  • Develop scalable processes and playbooks for SaaS onboarding, customer success, and renewals.
  • Implement customer success tools (e.g., Gainsight, HubSpot, Salesforce, Zendesk) to track KPIs.
  • Drive continuous improvement initiatives to enhance the customer journey and overall SaaS adoption

Job Type: Full-time

Pay: Rs60, Rs80,000.00 per month

Work Location: In person

  • Customer success Team Lead

    5 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...

  • Customer Success Manager

    2 weeks ago

    Lahore, Punjab, Pakistan My Tutor Source (MTS) Full time 900,000 - 1,200,000 per year

    Customer Success Manager ( Night Shift)Are you a seasoned professional with a proven track record in customer success and team leadership? We're looking for an experienced Senior Manager Customer Success to lead our efforts in delivering exceptional client experiencesPosition: Customer Success ManagerLocation: DHA Phase 1, LahoreExperience: 5-7 yearsShift...

  • Customer Success

    2 weeks ago

    Lahore, Punjab, Pakistan Triple Tree Solutions Full time 800,000 - 1,200,000 per year

    Role Summary:As aCustomer Success & Support Specialist, that person will be responsible for ensuring an exceptional customer experience by combining proactive success strategies with responsive support. This role will focus on guiding customers to maximize value from our products/services while efficiently resolving their issues and concerns. You will be the...

  • Customer Success

    4 weeks ago

    Lahore, Punjab, Pakistan Triple Tree Solutions Full time

    OverviewAs a Customer Success & Support Specialist, that person will be responsible for ensuring an exceptional customer experience by combining proactive success strategies with responsive support. This role will focus on guiding customers to maximize value from our products/services while efficiently resolving their issues and concerns. You will be the...

  • Customer Success Manager

    2 weeks ago

    Lahore, Punjab, Pakistan My Tutor Source (MTS) Full time 1,200,000 - 2,400,000 per year

    Company Description:My Tutor Source (MTS) is an international teaching platform providing educational services in regions such as the Middle East, the UK, and the US. MTS offers highly qualified and experienced tutors for one-on-one online tutoring, ensuring sessions are beneficial and enjoyable for students. Our tutors are expert professionals, not...

  • Customer Success Agent

    1 week ago

    Lahore, Punjab, Pakistan Biztek Apps Full time 750,000 - 1,000,000 per year

    Customer Success Agent – Join Our Growing TeamLocation:Defence Moor, Walton Road, LahoreShift:Night Shift (Monday to Friday, 7:00 PM – 5:00 AM)Biztek Apps, a stable and growingmanufacturing company, is looking for aCustomer Success Agentto engage with warm leads, deliver excellent client support, and ensure an exceptional customer journey. This role...

  • Director of Customer Success- Pakistan

    2 weeks ago

    Lahore, Punjab, Pakistan D·engage Full time 1,500,000 - 2,500,000 per year

    D.Engage is a leading SaaS company dedicated to delivering innovative solutions that drive digital engagement and enhance customer experiences. Our team is passionate about technology and committed to fostering an environment where talent can thrive and grow. We are seeking a Customer Success Director in Pakistan.As the Director of Customer Success, you...

  • Customer Success Specialist

    20 hours ago

    Lahore, Punjab, Pakistan Biztekapps Full time 900,000 - 1,200,000 per year

    Job descriptionBiztek Apps is seeking dynamic Customer Success Specialist to join our team in Defence Moor, Walton Road, Lahore If you're passionate about sales, customer service, and have excellent communication skills, this is your chance to thrive in a fast-paced environment.Shift: Night Shift (Monday to Friday, 7:00 PM - 5:00 AM)Salary: PKR 75,000 –...

  • Customer Success Specialist

    2 weeks ago

    Lahore, Punjab, Pakistan Metal Full time 1,200,000 - 3,600,000 per year

    About MetalMetal is an AI-powered operating system for founders raising venture rounds. Our platform brings intelligence and efficiency to the core workflows involved in venture rounds — finding the right investors, mapping relationship intelligence to land introductions, and getting context-rich guidance on key questions around round strategy and...

  • Customer Success Specialist

    1 week ago

    Lahore, Punjab, Pakistan Outsource Tel Full time 1,200,000 - 3,600,000 per year

    As a Customer Success Specialist, you will help municipalities and haulers leverage digital communication and fleet management software, as well as hardware solutions to better their solid waste management operations.Customer Success Management, SAAS and Salesforce background is a must for this postion.Leveraging a best practice model, you will guide...