Customer Success Specialist

iTitans is looking for a dedicated and results-oriented Customer Success Specialist to join their Lahore team. This full-time, on-site position requires working night shifts aligned with US business hours. The role focuses on managing and nurturing existing client relationships to ensure retention and drive revenue growth through upselling and cross-selling digital marketing services. The ideal candidate will have strong communication skills, a commercial mindset, and the ability to collaborate effectively with internal teams to deliver ongoing value across services such as SEO, PPC, social media marketing, and website development.

Key Responsibilities

- Act as the primary point of contact for assigned clients, fostering strong, long-term relationships through regular communication to understand their business goals and satisfaction.
- Provide proactive updates on campaign progress, service deliverables, and promptly address any client concerns.
- Develop and execute strategies aimed at client retention, reducing churn, and managing renewal discussions.
- Handle client complaints professionally by coordinating with internal teams to ensure timely and effective resolution.
- Identify opportunities for upselling and cross-selling additional services that align with clients’ evolving business needs.
- Conduct client calls and follow-ups to present service upgrades and campaign expansion options persuasively.
- Collaborate closely with internal teams including SEO, PPC, web development, and content to meet client requirements and track project progress.
- Maintain accurate client records and communications within the CRM system, monitor retention metrics, and prepare regular reports on client satisfaction and account growth.
- Consistently meet assigned KPIs related to client retention, upselling revenue, and overall account growth.

Required Qualifications

- 3-4 years of experience in Customer Success, Client Retention, Account Management, or similar client-facing roles.
- Demonstrated success in upselling, cross-selling, client retention, or revenue growth.
- Excellent spoken and written English communication skills.
- Strong relationship-building, negotiation, persuasion, and problem-solving abilities.
- Confidence in managing client calls, handling objections, and navigating difficult conversations.
- Basic understanding of digital marketing services including SEO, PPC, social media marketing, and website development.
- Experience working with US-based or other international clients is preferred.
- Familiarity with CRM systems and client account management tools.
- Strong organizational skills with the ability to manage multiple accounts simultaneously.
- Proactive, target-oriented mindset focused on client satisfaction and business growth.
- Willingness to work on-site during night shifts aligned with US business hours.
- Candidates must be comfortable with background checks conducted with previous employers.

Preferred Qualifications and Benefits

- Experience working with international clients, especially US-based, is an advantage.
- Competitive base salary ranging from PKR 150,000 to 220,000 per month.
- Attractive performance-based commissions and incentives.
- Opportunities for increased earnings through successful upselling and account growth.
- Professional training and career development support.
- Collaborative and performance-driven work environment.

Join iTitans to build lasting client relationships and contribute to sustainable business growth within a dynamic digital marketing agency. This role offers a unique opportunity to work closely with international clients while advancing your career in customer success.