![Hamid Raza](https://jobicy.com/react/themes/app/images/avatar.jpg) Hamid Raza # Customer Success Lead Open to offers · Member since 4 Aug 2026 [Message](https://jobicy.com/enter4715.php.md) ShareLocationLahore, PakistanDesired salaryConfidentialWork preferenceRemote Only / Full Time, Part Time, Contract, FreelanceExperience levelLead * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a revenue-focused Customer Success and Sales professional with more than six years of experience across the SaaS revenue lifecycle. I support customers from onboarding and product adoption through renewals, retention, expansion, and account growth. I build strong customer relationships through structured onboarding, product walkthroughs, proactive account monitoring, and stakeholder engagement. My work has helped reduce churn, improve time-to-value, and grow net revenue retention through targeted upsell and cross-sell strategies. I also bring hands-on sales development experience, including outbound prospecting, lead qualification, discovery calls, cold calling, email campaigns, and LinkedIn outreach. I have consistently generated qualified pipeline and booked product demos for account executives in SaaS and e-commerce markets. My domain experience includes SaaS platforms for e-commerce sellers operating across Amazon, Walmart, TikTok Shop, Shopify, Etsy, and eBay. I understand multi-channel operations, integrations, and accounting workflows involving QuickBooks and Xero. In addition to customer success and sales, I am an experienced technical copywriter specializing in SaaS and e-commerce content. I create technical blogs, API documentation, landing pages, user guides, email marketing content, and SEO-focused messaging. I have worked remotely for more than six years and reliably collaborate across US and European business hours. I am based in Lahore, Pakistan and work with distributed international teams and customers. Notice period: 14 days ## Skills 27 capabilities[Account Management](https://jobicy.com/talent/account-management.md)[API Documentation](https://jobicy.com/talent/api-documentation.md)[Cold Calling](https://jobicy.com/talent/cold-calling.md)[Content Strategy](https://jobicy.com/talent/content-strategy.md)[CRM Management](https://jobicy.com/talent/crm-management.md)[Cross Selling](https://jobicy.com/talent/cross-selling.md)[Customer Education](https://jobicy.com/talent/customer-education.md)[Customer Onboarding](https://jobicy.com/talent/customer-onboarding.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Discovery Calls](https://jobicy.com/talent/discovery-calls.md)[Email Marketing](https://jobicy.com/talent/email-marketing.md)[Lead Qualification](https://jobicy.com/talent/lead-qualification.md)[Net Revenue Retention](https://jobicy.com/talent/net-revenue-retention.md)[Outbound Prospecting](https://jobicy.com/talent/outbound-prospecting.md)[Pipeline Generation](https://jobicy.com/talent/pipeline-generation.md)[Product Demos](https://jobicy.com/talent/product-demos.md)[Quota Attainment](https://jobicy.com/talent/quota-attainment.md)[Renewals](https://jobicy.com/talent/renewals.md)[SaaS](https://jobicy.com/talent/saas.md)[Sales Development](https://jobicy.com/talent/sales-development.md)[SEO](https://jobicy.com/talent/seo.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Team Management](https://jobicy.com/talent/team-management.md)[Technical Copywriting](https://jobicy.com/talent/technical-copywriting.md)[Technical Writing](https://jobicy.com/talent/technical-writing.md)[Upselling](https://jobicy.com/talent/upselling.md) ## Tech stack & tools Working toolkit ### Application Hosting [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/cloudflare/cloudflare-original.svg) Cloudflare](https://jobicy.com/talent?tool=cloudflare.md) ### Design [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/figma/figma-original.svg) Figma](https://jobicy.com/talent?tool=figma.md) ### Development [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/linkedin/linkedin-original.svg) LinkedIn](https://jobicy.com/talent?tool=linkedin.md) ## Experience Career history ### Customer Success Lead · ConnectBooks Mar 2026 – PresentI own the post-sale customer journey for ConnectBooks, leading onboarding, product walkthroughs, and early adoption activities for new accounts. I help customers realize value from the platform quickly and establish a strong foundation for long-term engagement. I proactively monitor accounts to reduce churn and intervene when customers are at risk. I identify cross-sell and upsell opportunities aligned with customer goals, expand net revenue retention, and run product demos to support sales evaluations and conversions. ### Sales Development Representative (SDR) · Threecolts Sep 2024 – Jan 2026I ran outbound prospecting through cold calls, email, and LinkedIn outreach for SaaS e-commerce accounts. I qualified opportunities with estimated annual recurring revenue potential of $350K to $400K and built a consistent pipeline for Account Executives. I booked 15 to 20 discovery calls and product demos each month and generated approximately $100K in qualified pipeline per quarter. My outbound campaigns achieved 9 to 11% reply rates, while targeted segmentation and messaging converted 40 to 60% of positive replies into booked meetings. ### Customer Success Manager · Threecolts & ChannelReply Jun 2022 – Sep 2024I managed a team of five Customer Success Associates, overseeing onboarding, training, and performance to maintain strong service standards. I led structured onboarding calls and product walkthroughs, configuring platforms to meet individual e-commerce seller requirements. I reduced churn by 30% through proactive retention strategies, recurring stakeholder engagement, and early value demonstration ahead of renewals. I also identified expansion opportunities, partnered with sales on net revenue retention, and shared customer feedback with product, engineering, marketing, and sales teams. ### Customer Success Associate · Threecolts Feb 2021 – Jun 2022I onboarded and supported e-commerce businesses using the Threecolts platform, helping customers implement products successfully and achieve measurable value. I supported customers throughout their early adoption and ongoing usage journeys. I analyzed customer usage patterns to identify upsell opportunities, reduce churn risk, and uncover process improvements. These insights helped improve team efficiency while supporting stronger customer outcomes and account growth. ### Freelance Technical Copywriter · Upwork Aug 2012 – PresentI have completed more than 275 freelance projects for SaaS and e-commerce brands, maintaining a 100% job success score and earning Top Rated Plus recognition. My work includes technical blogs, landing pages, user guides, API documentation, and conversion-focused product messaging. I translate complex product features into clear, accessible content that supports user adoption and business growth. I also produce email marketing, SEO-focused content, and technical documentation for digital products and e-commerce businesses. ## Education Learning history ### Virtual University of Pakistan 2011 – 2016Bachelor of Science, Information Technology Bachelor of Science in Information Technology. This professional hasn’t added portfolio projects yet. 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