Customer Success Manager- Pakistan

3 weeks ago

Lahore, Punjab, Pakistan D·engage Limited. Full time

D·engage was founded and is led by MarTech SaaS veterans who have decades of experience growing multiple SaaS companies from the ground up. We are looking for a Customer Success Manager, who will be responsible for retaining and growing existing customers by building a value based relationship with them.

The purpose of this customer-facing role is to assist clients with their digital marketing efforts by owning a portfolio of existing accounts and take full responsibility for their success, retention and growth. The Customer Success Manager will provide efficient client liaison and project management abilities to deliver on client requirements and will actively consult clients regarding D-Engage product & services.

Key Responsibilities :

  • Customer Onboarding : Guide new customers through the onboarding process, ensuring they are successfully set up and educated on our platform's features and capabilities.
  • Relationship Management : Establish and maintain strong, trust-based relationships with customers, becoming a trusted advisor.
  • Customer Health Monitoring : Proactively monitor the health of customer accounts, using data and feedback to identify areas for improvement or risks to retention.
  • Issue Resolution : Address customer inquiries, concerns, and issues in a timely manner, working cross-functionally with support, product, and engineering teams when necessary.
  • Training and Education : Conduct training sessions, webinars, and workshops to help customers fully utilize the software.
  • Renewals & Upselling : Drive customer retention through regular check-ins, helping identify opportunities for upselling or cross-selling additional features or services.
  • Customer Advocacy : Represent customer feedback internally, collaborating with product teams to ensure customer needs are addressed in future updates or features.
  • Metrics and Reporting : Track customer satisfaction, product usage, and overall health metrics, providing actionable insights to the leadership team.
  • Churn Prevention : Develop and execute strategies to prevent churn, ensuring customer success and satisfaction remains a priority.
Requirements
  • Proven Minimum 4 years of experience as a Customer Success Manager, Account Manager, or similar role in a SaaS environment.
  • Strong understanding of SaaS business models and customer success principles.
  • Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal teams.
  • Ability to analyze customer data, identify trends, and proactively offer solutions.
  • Familiarity with customer success tools (e.g., Gainsight, Zendesk, Salesforce).
  • Problem-solving mindset with the ability to navigate complex customer issues.
  • Strong organizational and multitasking skills with a focus on details.
  • Bachelor's degree in Business, Marketing, or related field (preferred).
  • Multi culture organization
  • Competitive salary and benefits
  • Professional growth in an inclusive company culture
D.engage is an equal opportunity employer committed to diversity and creating an inclusive workplace.

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