Customer Success Lead

Faaz Tech; Karachi Division; On-site; PKR 250,000 - 420,000; Full time

Job summary

FAAZ TECH is seeking a Customer Success Lead to drive onboarding, renewals, and long-term client growth. You will be the primary advocate for clients, turning outcomes into partnerships and evangelism.

In this role you will monitor health scores, conduct Success Reviews, and collaborate with Project Management to exceed expectations while enabling feature adoption and business value for clients.

Qualifications

• 3+ years in a Customer Success or Account Management role in a B2B tech environment.
• High emotional intelligence with the ability to navigate difficult conversations.
• Experience using customer success software or advanced CRM workflows.

Responsibilities

• Lead the onboarding process for new clients, ensuring a smooth transition from the sales phase to the development phase.
• Conduct regular “Success Reviews” to identify challenges, gather feedback, and suggest technical improvements.
• Monitor client health scores and proactively intervene when a project or relationship needs extra attention.
• Act as a strategic advisor, helping clients understand how new features or services can solve their evolving business needs.
• Collaborate with the Project Management team to ensure client expectations are consistently met or exceeded.
• Build and maintain a library of customer success stories and case studies based on successful project outcomes.

Skills

Customer Success experience

Emotional intelligence

Technical literacy

Account management skills

Tools

Gainsight

ChurnZero

CRM workflows

Job description

At FAAZ TECH, our relationship with a client doesn’t end when the code is shipped—it’s just the beginning. We are looking for a Customer Success Lead who is obsessed with client satisfaction and long-term growth. You will be the primary advocate for our clients, ensuring they achieve their business goals using our solutions. Your mission is to transform every client into a lifelong partner and a brand evangelist.

Key Responsibilities

• Lead the onboarding process for new clients, ensuring a smooth transition from the sales phase to the development phase.
• Conduct regular “Success Reviews” to identify challenges, gather feedback, and suggest technical improvements.
• Monitor client health scores and proactively intervene when a project or relationship needs extra attention.
• Act as a strategic advisor, helping clients understand how new features or services can solve their evolving business needs.
• Collaborate with the Project Management team to ensure client expectations are consistently met or exceeded.
• Build and maintain a library of customer success stories and case studies based on successful project outcomes.

Requirements

• 3+ years of experience in a Customer Success or Account Management role, specifically within a B2B tech environment.
• High emotional intelligence (EQ) with the ability to navigate difficult conversations and turn them into positive outcomes.
• Strong technical literacy—you should be able to explain complex digital concepts to non-technical stakeholders clearly.
• Experience using customer success software (like Gainsight or ChurnZero) or advanced CRM workflows.
• Exceptional organizational skills with the ability to manage multiple high-value accounts simultaneously without losing focus.