Apply For This Job


Job Description

Department: Sales

Reports To: Supervisor


The Customer Success Manager is a key strategic role within the company, the successful candidate will be a customer focussed individual who is motivated and engaged by providing service excellence to our clients.

The Customer Success Manager will be responsible for providing market-leading service and will ensure that our clients receive maximum value by enabling them to fully leverage products and services on an ongoing basis.

Responsibilities and Duties:

  • Build strong credible relationships with our clients by supporting them to optimise and maximize their return on investment (ROI) from our offering
  •  Act as the “voice of the customer” internally and use this valuable feedback/insights to drive the customer experience 
  •  Actively organize and manage operational and strategic business reviews with management 
  •  Monitor and measure customer satisfaction and take proactive action to remedy any concerns 
  •  Continually improve your knowledge of both the company offerings and the customer’s business/industry to ensure that you are delivering the best possible service 
  •  Liaise with internal teams to ensure client needs are being met; coordinating the service provided by Onboarding, Sales, Marketing, Finance, and Product 
  •  Partner with Sales to manage customer success metrics and expectations 
  •  Analyze and monitor customer data to draw insights and optimizations, communicating those findings to clients and adjusting campaigns for better performance (if required)

Skills, Expertise and Qualifications -


  •  Experience with business process optimization, implementation, and organizational change management efforts.
  •  Demonstrated understanding of the operations business drivers, operational issues, expected and actual benefits, challenges, and solutions.
  •  Demonstrated ability to make data-driven decisions to drive performance through own initiatives and working with others.
  •  Proven experience leading, coaching, and inspiring others.
  •  Openness to travel and desire to go to the field when needed.
  •  Self-motivated, organized, and entrepreneurial; able to prioritize competing initiatives.
  •  Critical-thinking and problem-solving abilities; able to deal with ambiguity.
  •  Relevant Bachelor’s degree from an accredited academic institution. Consideration will be given to candidates without a 4-yr degree that have proven well optimization expertise and leadership experience.
  •  2+ years experience in production operations and/or engineering with an E&P or service provider.
  •  Six Sigma or other process improvement equivalent certification is a plus.

Interpersonal Skills: 

  •   Proactive, positive, self-starter and team player with a skill of continually improving processes 
  •  Ability to work in a team-based, collaborative environment and a passion for contributing to the creation of a world-class customer success function 
  •  Capability to communicate brand/products effectively and clearly both cross-functionally (sales, product, marketing) and to external customers over multiple media 
  •  Track record of working in a customer-facing environment and developing/driving initiatives to ensure or improve upon a customer’s ROI with our services 
  •  Ability to digest complex data and relay it to customers in a manageable, clear and concise way 
  •  Excellent presentation and meeting facilitation skills including small to medium groups 
  •  Demonstrable success in thinking strategically, executing tactically while providing consistent and high-level customer satisfaction and retention in a fast-paced environment 

Key Measures and Targets

  •  Timely escalation and resolution of Customer queries
  •  No. opportunities passed to Business Development and Account Managers
  •  No. of membership and subscription renewals
  •  Completion of bespoke customer engagement plans
  •  No. effective Customer engagements
  •  Positive feedback on any Customer Satisfaction Survey issued
  •  Activity/usage levels over an Accounts Duration

Reasons to consider NOT taking this role:

  •  We are an early-stage company and you will be the first CSM in our company.
  •  Everything will start from scratch!
  •  Although we will be there to assist as much as possible, there are a lot of moving pieces that need attention right now. Sometimes you'll be given a high-level objective and will need to figure out a plan to execute - because we trust that you will do your best without much supervision.
  •  We work long hours and have high expectations.
  •  Our team is small yet, and currently working remotely. There won’t be as much engagement, although everyone is super friendly.
  •  Our training program is currently being redesigned, hence the training process might not be the idol one right now.
  •  You will be expected to start working practically very soon.

Job Details

Total Positions:
1 Post
Job Shift:
Third Shift (Night)
Job Type:
Job Location:
Gulberg 3, Lahore, Pakistan
No Preference
Minimum Education:
Degree Title:
Bachelor’s Degree or equivalent
Career Level:
Experienced Professional
2 Years - 4 Years (Experience with business process optimization, implementation, and organizational change management efforts.)
Apply Before:
Jan 02, 2022
Posting Date:
Dec 01, 2021
Show fewer details Read full job description

What is your Competitive Advantage?

Get quick competitive analysis and professional insights about yourself
Talk to our expert team of counsellors to improve your CV!
Try Rozee Premium

Similar Job Titles

Customer Success Associate

ROZEE.PK, Islamabad, Pakistan
Posted Jan 21, 2022

Customer Success Consultant

Contour Software, Karachi, Pakistan
Posted Dec 29, 2021

Customer Success Analyst

Contour Software, Lahore, Pakistan
Posted Dec 10, 2021

(CSE) Customer Serivce Executive

Mega Success, Islamabad, Pakistan
Posted Jan 13, 2022
View All