Customer Success Manager

Our engineering group is split into roughly 60 product teams, each owning its services end to end, with on-call shared across time zones. We started in 2004 and have grown to about 540 people. Most engineers work remotely and come into the office one week a quarter for planning.

ABOUT THE ROLE

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. The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Hybrid, with three days a week in our Faisalabad office.

IN THIS ROLE YOU WILL

• Document every customer touch in Salesforce
• Own a portfolio of 30 to 50 accounts and their overall health
• Drive renewals alongside the commercial team, starting 120 days out
• Report monthly on churn risk and saves
• Run quarterly business reviews with customer stakeholders
• Escalate product bugs and feature requests through Jira with clear context
• Monitor usage and health scores in Gainsight and act on red flags

WHAT YOU NEED

• 2+ years in customer success, account management or implementation at a SaaS company
• Organised across many accounts at once
• Calm under pressure when a customer is angry
• Bachelor's degree or equivalent experience

PREFERRED

• SQL or Looker for pulling your own account data
• Zendesk or Intercom experience
• Prior implementation or onboarding role
• Experience with usage-based pricing

Compensation: PKR 120,000 - PKR 145,000 pcm

WHY WORK WITH US

• Medical insurance
• Provident fund
• Paid leave
• Two bonuses a year

Start: Immediately.

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