Customer Success Manager

3 days ago

Lahore, Punjab, Pakistan Tekhqs Full time

About the Job

We are seeking a CSM Project Manager (Logistics SaaS) to lead and deliver projects that directly impact our existing and onboarded customers. This role sits at the intersection of Customer Success, Customer Service, Operations, Product, and Engineering, ensuring seamless execution of initiatives that improve customer experience, retention, and operational efficiency.

The ideal candidate has strong experience managing projects in a SaaS environment, particularly those supporting customer-facing teams, process improvements, and system enhancements. A solid understanding of logistics or supply chain operations is highly preferred, along with the ability to translate customer and operational needs into clear, actionable project requirements.

You will be responsible for managing scope, timelines, dependencies, and risks while driving alignment across stakeholders. This role requires excellent communication skills, a customer-first mindset, and hands-on experience with modern project management tools and Agile or hybrid methodologies.

Experience

  • 3+ years of experience in a Project Manager or similar role
  • Experience supporting Customer Service, Customer Success, or Account Management teams in a SaaS environment
  • Experience managing projects impacting existing/onboarded customers, including process improvements and system enhancements
  • Experience working cross-functionally with Customer Service, Operations, Product, and Engineering teams

Preferred Industry Knowledge

  • Working knowledge of logistics, freight, trucking, or supply chain operations
  • Familiarity with logistics SaaS platforms and customer service workflows

Education

  • Bachelors degree in Business, Information Technology, Computer Science, Engineering

Project Management Skills

  • Ability to manage project scope, timelines, priorities, risks, and dependencies
  • Experience with Agile or hybrid project management methodologies
  • Proficiency with project management tools (Jira, Asana, ClickUp, Monday, or similar)
  • Strong documentation and reporting skills

Technical & Systems Knowledge

  • Understanding of SaaS platforms, internal tools, and system integrations
  • Experience with CRM, ticketing, or customer support systems
  • Ability to translate customer service and operational needs into clear project requirements

Communication & Customer Focus

  • Strong written and verbal communication skills
  • Ability to collaborate closely with frontline customer service teams
  • Experience leading meetings, managing stakeholders, and driving alignment
  • Strong customer-first mindset focused on retention and service quality

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