Customer Success Professional

6 days ago


Karachi, Sindh, Pakistan Dengage Full time

Karachi, Pakistan | Founded by MarTech SaaS veterans with decades of experience growing multiple SaaS companies from the ground up, D-engage is a leading player in the digital marketing industry.

We are seeking a Customer Success Manager to play a crucial role in our growth strategy. As a key member of our team, you will be responsible for retaining and growing existing customers by building value-based relationships 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 taking full responsibility for their success, retention, and growth. The Account Manager will provide efficient client liaison and project management abilities to deliver on client requirements and actively consult clients regarding D-Engage products & 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 & UPSSELLING: 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.


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