Customer Success Specialist

5 days ago

Lahore, Punjab, Pakistan Techscale Full time 900,000 - 1,200,000 per year

About The Role
We are looking for a proactive and customer-obsessed
Customer Success Specialist
to join our growing team. In this role, you'll be the key point of contact for our clients, helping them maximize the value of our SaaS platform from onboarding through renewal and expansion.

Key Responsibilities

  • Develop and maintain strong relationships with assigned clients, ensuring high levels of satisfaction and retention.
  • Guide new customers through the onboarding process, including setup, training, and initial adoption.
  • Educate clients on features, new releases, and best practices to help them get the most out of the platform.
  • Monitor usage metrics and proactively reach out to under-engaged customers to improve product utilization.
  • Act as the voice of the customer internally and escalate issues to support or product teams when necessary.
  • Collaborate with Sales and Account Managers to support contract renewals and identify upsell or cross-sell opportunities.
  • Collect customer feedback and work with product teams to inform roadmap and improvements.
  • Contribute to knowledge base articles, FAQs, and customer success playbooks.

Key Requirements

  • Minimum 3 years of experience in Customer Success, Account Management, or Client Support (preferably in a SaaS environment).
  • Excellent communication, interpersonal, and relationship-building skills.
  • Ability to explain complex topics in a simple and clear manner.
  • Strong problem-solving skills with a customer-first mindset.
  • Self-starter who can manage multiple accounts and prioritize effectively.
  • Experience working in a B2B SaaS company.
  • Familiarity with CRM tools and cloud-based platforms.
  • Understanding of the software development lifecycle is a plus.
  • Experience running customer training sessions or webinars.

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