Customer Success Manager

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Product, engineering and support teams work out of offices in Karachi, Sindh and two nearshore delivery centres. Founded in 2014, we now have 210 employees.

About the role:

You will be the customer's main contact after the sale and their voice inside DPB Data. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. Fully remote. You can work from anywhere in Pakistan. Few meetings, lots of written updates.

What you'll do:

• Build success plans with measurable goals for each account
• Create help centre articles when the same question keeps coming up
• Escalate product bugs and feature requests through Jira with clear context
• Document every customer touch in Salesforce
• Flag expansion opportunities to the account executive or account manager
• Report monthly on churn risk and saves
• Recruit happy customers for references and case studies

Qualifications:

• 3-5 years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Travel up to 15%
• Organised across many accounts at once
• Working knowledge of Salesforce

Preferred qualifications:

• Prior implementation or onboarding role
• Certified Customer Success Manager (CCSM) or similar
• Zendesk or Intercom experience
• SQL or Looker for pulling your own account data

Pay: PKR 125,000-PKR 155,000 a month

Benefits:

• Medical insurance
• Provident fund
• Paid leave
• Life insurance

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at DPB Data.