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 (1–6 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 you're excited to embark on this journey with us, to be part of an innovative team that's changing the game for small businesses, we encourage you to apply. At mazeed, we don't 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, we'll 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.

About the Company

Are you ready to join a dynamic team that's transforming the way small businesses manage their finances? At mazeed, we're not just offering a service; we're providing a lifeline to micro and small-sized enterprises. Our multi-faceted platform is the key to helping these businesses keep their financial records in check, issuing invoices promptly, and making informed decisions. We're the trusted extension of their team, their Finance & Accounting Department.

Our core values of Integrity, People Growth, Customer Centric, Global Mindset, Innovation, and Adaptability are the foundation upon which we've built our success. We're not just looking for someone who can fill a role, but someone who can align with these values, adding their unique perspective to our team.