Customer Success Manager

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. SC Labs employs 700 people across engineering hubs in Lahore and three other locations, building ERP software for mid-market manufacturers. Laptops are MacBook Pros, and you pick your own editor.

Overview:

The role is new and comes from growth in our client base. SC Labs is hiring a CSM for the Onboarding segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Remote position. Most of the team is in Lahore, but nobody is required to come in. Few meetings, lots of written updates. Good written English matters here, since most updates are written.

Your responsibilities:

• Build success plans with measurable goals for each account
• Escalate product bugs and feature requests through Jira with clear context
• Coordinate with support on open tickets for your accounts
• Lead kickoff calls and onboarding plans with new customers
• Create help centre articles when the same question keeps coming up
• Report monthly on churn risk and saves
• Monitor usage and health scores in Gainsight and act on red flags

Required qualifications:

• 2+ years in customer success, account management or implementation at a SaaS company
• Able to learn a technical product and explain it in plain terms
• Travel up to 15%
• Organised across many accounts at once
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Working knowledge of Salesforce

Preferred qualifications:

• Certified Customer Success Manager (CCSM) or similar
• Background in healthcare, logistics or financial services customers

Rate: PKR 125,000 to PKR 170,000 pcm

Pay and benefits:

• Medical insurance
• Provident fund
• Paid leave

This posting may close early if we receive enough applications.

Start: Immediately.

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