Customer Success Manager

4 weeks ago

Lahore, Punjab, Pakistan Cloudelligent Full time

Position Title: Customer Success Manager
Location: Lahore
Job Timings: 9am - 5pm PST (9pm-5am PKT)
About Cloudelligent
Cloudelligent is a Cloud-native consultancy and AWS Advanced consulting partner We specialize in providing bespoke cloud solutions to Startups and SMBs. Being a next-gen cloud service provider, Cloudelligent helps businesses to make the most out of their cloud investment. We have an international footprint with a diverse team of domain experts, and we are customer- obsessed.
Job Objective
A proactive Customer Success Manager who takes full ownership of the post-sales customer journey from onboarding to renewals and upsells. Serves as the primary point of contact for clients, building strong relationships and ensuring they gain maximum value from the product. Responsibilities include providing technical support, managing communication between clients and internal teams, monitoring customer health to prevent churn, and continuously enhancing the customer experience through feedback and resource development. Brings experience in SaaS customer success or account management, ideally with a background in accounting, bookkeeping, or financial technology. Highly organized, tech-savvy, an excellent communicator, and always ahead in identifying opportunities to drive client success.
Responsibilities

  • Own the full customer life cycle post-sales, from onboarding onto our product, providing technical support, relationship management, renewals, and upsells.
  • Own the post-sale relationship with our clients, ensure a smooth onboarding experience, and build trust as their main point of contact.
  • Proactively check in with clients, understand their goals, and guide them on best practices to maximize value.
  • Keep communication streamlined between the client, support and product team; you will be the bridge that keeps everyone aligned.
  • Monitor customer health, identify potential roadblocks or churn risks, and address them before they become problems.
  • Share product feedback and insights with the team to help us continuously improve customer experience.
  • Develop and update onboarding guides, success plans, and other resources to help customers succeed.
Requirements:
  • Bachelor's degree in Business Administration, Computer Science, or a related field.
  • 4+ years of experience in Customer Success Account Management or a similar relationship-focused role for a SaaS company.
  • Hands-on experience using customer support and engagement platforms such as Intercom, Zendesk, or Quest.
  • Understand the difference between reactive and proactive client support, you're always a step ahead, spotting opportunities and preventing issues.
  • Excellent communicator, clear, empathetic, and comfortable working with accounting professionals and business owners.
  • Organized, detail-oriented, and able to juggle multiple clients while keeping communication smooth and expectations clear.
  • Hands-on experience using customer support and engagement platforms such as Intercom, Zendesk, or Quest.
  • Tech-savvy and quick to learn new tools.
Nice to Have:
  • Experience working with accounting, bookkeeping, or financial tech.
  • Experience working with QuickBooks.
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