Customer Success Manager

4 weeks ago

Lahore, Punjab, Pakistan Contour Software Full time
About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started

About Constellation1

Constellation1 is a leading provider of front office, back office, and data services for real estate brokerages. We deliver innovative technology and unmatched support to help real estate professionals operate more efficiently and serve their clients better.

The Role

We're looking for a proactive and people-focused Customer Success Manager to take ownership of customer satisfaction, retention, and growth. You'll be the go-to expert for new and existing customers—guiding them through onboarding, adoption, and continued success with our products. This is a revenue-driven role with monthly targets and performance-based incentives.

What You'll Do

Customer Onboarding & Relationship Management
  • Lead new customer onboarding, ensuring a smooth transition and strong early adoption.
  • Follow a structured onboarding playbook and collaborate with teammates on any issues or cancellations.
  • Build strong, trust-based relationships with your customer base by understanding their goals, challenges, and use cases.
  • Act as a coach and advisor, not just a point of contact.

Account Growth & Retention
  • Manage a portfolio of accounts—driving engagement, product usage, and satisfaction.
  • Identify upsell and cross-sell opportunities and collaborate with sales when appropriate.
  • Monitor customer health metrics and flag potential churn risks early.
  • Own the renewal process and maintain a high retention rate.

Customer Advocacy & Communication
  • Communicate the real-world value of Constellation1 products, especially around lead generation and pipeline management for real estate professionals.
  • Stay aligned with customer priorities and tailor your guidance accordingly.
  • Deliver consistent, proactive touchpoints via calls, demos, and check-ins.

Cross-Team Collaboration
  • Work closely with product, support, and sales to deliver a seamless customer experience.
  • Provide internal feedback based on customer insights to influence product improvements.

Reporting & Feedback
  • Keep detailed records of customer interactions and account activity.
  • Report regularly on account status, usage trends, engagement, and customer sentiment.
  • Gather and share customer feedback to support innovation and iteration.

What You Bring
  • 3+ years of experience in Customer Success, Account Management, or a similar role.
  • Proven ability to manage a high volume of accounts with varying needs.
  • Strong understanding of customer success strategies, SaaS metrics, and retention drivers.
  • Excellent communicator who builds rapport quickly and handles tough conversations gracefully.
  • Organized, detail-oriented, and able to prioritize in a fast-paced environment.
  • Confident using tools like Salesforce, NetSuite, or Team Support.
  • Comfortable analyzing usage data and drawing actionable conclusions.
  • Self-starter with a customer-first mindset and team-player attitude.
  • Real estate industry experience is a plus but not required.

Why Join Us
  • Performance-based incentives
  • Collaborative, mission-driven team
  • Opportunity to make a real impact on the customer experience

Workshift
  • 7 PM to 4 AM Pakistan Time (10 AM to 7 PM Eastern Standard Time)

Exciting Benefits We Offer
  • Market-leading Salary
  • Medical Coverage – Self & Dependents
  • Parents Medical Coverage
  • Provident Fund
  • Employee Performance-based bonuses
  • Home Internet Subsidy
  • Conveyance Allowance
  • Profit Sharing Plan [Tenured Employees Only]
  • Life Benefit
  • Child Care Facility
  • Company Provided Lunch/Dinner
  • Professional Development Budget
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We're committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we've adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.
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