Customer Success Team Lead

Responsibilities:

Team Leadership & Supervision 

• Supervise coach and support the Customer Success team in managing active customers. 

• Conduct regular one-on-one meetings performance reviews and coaching sessions. 

• Ensure consistent execution of engagement plans renewals processes and service standards. 

• Support team capacity planning prioritization and development. 

Customer Relationship Management & Retention 

• Own the ongoing success and satisfaction of customers and onboarding in the Financial Services and SaaS products  

• Ensure proactive customer engagement health checks and value delivery. 

• Identify risk accounts early and lead retention and recovery plans. 

• Handle customer escalations and high-impact relationships when needed. 

Renewals Management & Revenue Protection 

• Oversee and drive the end-to-end customer renewal process. 

• Provide regular performance and renewal forecasts to management. 

• Ensure timely renewal outreach follow-ups and contract discussions. 

• Collaborate with Sales and Finance on pricing contracts and payment follow ups. 

Performance Monitoring Reporting & KPI 

• Track and analyze customer success metrics such as NPS score   retention churn and renewal rates. 

• Ensure accurate CRM records for customer activities and account health. 

• Use insights to improve customer engagement and their outcomes. 

Cross-Functional Collaboration 

• Collaborate closely with product operations and support teams to ensure seamless execution and alignment on client needs. 

• Join the commercial team to identify client needs and deliver tailored product demos based on the industry and business model. 

Product Adoption & Engagement 

Monitor and drive the adoption of the product among customers analyze usage data provide insights and suggest strategies to improve engagement and value realization. 

Upselling & Cross-Selling  

Identify opportunities within existing accounts to expand product usage or sell additional solutions in alignment with customer needs and business goals. 

Qualifications :

• 4-to-6-year Experience Customer facing role  

• Proven ability to manage customer relationships drive product adoption and ensure satisfaction. 

• Hands-on experience managing subscription renewals upsells or retention initiatives. 

• Track record of meeting or exceeding renewal or retention of KPIs. 

• Upselling and Cross selling experience  

• Experience supervising mentoring or coaching a small team (16 members preferred). 

• Ability to set goals provide guidance and monitor performance. 

• Experience in SaaS technology or software solutions and Services is highly preferred. 

• Familiarity with CRM tools (HubSpot Salesforce or similar) and data-driven customer management. 

• Experience analyzing customer data usage metrics and health scores to identify risks and opportunities. 

• C1 or above in English level 

• Familiarity with ERP platforms (e.g. Odoo SAP Oracle or Microsoft Dynamics) is a plus 

• Understanding of financial reporting data analysis and ERP workflows. 

• Proficient in Excel and Power Point 

• Basic understanding of data migration processes and ERP configuration steps is a plus 

Additional Information :

If youre excited to embark on this journey with us to be part of an innovative team thats changing the game for small businesses we encourage you to apply. At mazeed we dont just hire employees; we welcome team members who share our values and vision. Join us in making a real impact on the financial well-being of small enterprises while advancing your own career. Your success is our success and together well reach new heights in the world of finance and accounting.

Join our mazeed Family and enjoy a comprehensive benefits package that includes competitive compensation comprehensive health coverage professional development opportunities work-life balance initiatives an inclusive company culture and performance bonuses and incentives. We prioritize the well-being and growth of our employees and strive to create a supportive and rewarding work environment.

Remote Work :

No

Employment Type :

Full-time