Customer Success Manager

4 days ago

Lahore, Punjab, Pakistan Instacare Technologies Full time 70,000 - 100,000 per year

We're seeking a Customer Success Manager to lead our Customer Success team, manage post-sale relationships, and ensure our clients (doctors, clinics, hospitals, pharmacies and labs) achieve full value from the platform. This role requires a strategic thinker who can lead onboarding, support retention, mentor team members, and serve as the bridge between customers and product teams.

Key Responsibilities

  • Own the entire customer lifecycle from onboarding to retention and upsell.
  • Coordinate onboarding processes: training, implementation checklists, initial data setup.
  • Act as the main point of contact for key clients, ensuring satisfaction and adoption.
  • Monitor client health (usage data, feedback, issues) and proactively prevent churn.
  • Collaborate with product and support teams to address client needs and improve services.
  • Oversee support tickets, escalations, and ensure resolution SLAs are met
  • Mentor and manage a small team of Customer Success Executives
  • Prepare monthly reports: onboarding progress, churn risks, client feedback, upsell opportunities
  • Drive customer engagement with new features, modules, and services
  • Build long-term relationships with client stakeholders (hospital admin, doctors, etc.)
  • Manage renewal and upgrade conversations in coordination with Sales team

Requirements

  • 5–7 years of experience in Customer Success, Account Management, Implementation, or Client Services (preferably in SaaS, software, or healthcare tech)
  • Excellent verbal and written communication skills in English & Urdu
  • Strong problem-solving, conflict resolution, and relationship-building abilities
  • Familiar with onboarding, training, and usage adoption for software tools
  • Experience with hospitals, clinics, EMR systems, or B2B SaaS is a strong plus
  • Strong leadership and people management skills
  • Tech-savvy and capable of understanding software workflows and configurations
  • Detail-oriented with a data-driven mindset

Education

  • Bachelor's degree required (BBA, MBA, Health Administration, Computer Science, or related)
  • Certification in Customer Success, Project Management, or Healthcare IT is a plus.

Salary & Benefits

Competitive market salary

Monthly performance bonuses (based on retention, onboarding metrics)

Annual performance review with promotion opportunity

Flexible working hours (if needed)

Opportunity to work with a leading healthcare software platform in Pakistan

Job Type: Full-time

Pay: Rs70, Rs100,000.00 per month

Work Location: In person

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