Director of Customer Success

Our commercial banking group lends to manufacturers, health systems and real estate developers. Cash audits are unannounced, and balancing to the penny is expected.

Overview

First Margalla Bank is hiring a Director of Customer Success to work remotely from Pakistan. Success in this role is measured on gross retention, product adoption and account health scores. Remote, open to candidates across Pakistan. Monday to Friday, regular working hours, flexible start and finish. We use Slack, Notion and Google Meet. Cameras on for team calls.

Main duties

• Drive renewals alongside the commercial team, starting 120 days out
• Run quarterly business reviews with customer stakeholders
• Report monthly on churn risk and saves
• Document every customer touch in Salesforce
• Coordinate with support on open tickets for your accounts
• Create help centre articles when the same question keeps coming up
• Recruit happy customers for references and case studies
• Build success plans with measurable goals for each account

About you

• 8+ years in customer success, account management or implementation at a SaaS company
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Organised across many accounts at once
• Working knowledge of Salesforce

Pay and benefits

Salary range: PKR 250,000 - PKR 310,000 per month

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

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at First Margalla Bank.