Customer Success Lead

Role Overview

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.