Enterprise Customer Success Manager

Who we are

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.

The role

DPB Data is looking for an Enterprise Customer Success Manager to join a small, steady team. 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. Success in this role is measured on gross retention, product adoption and account health scores. You can work from home anywhere in Pakistan. We have no office requirement. Few meetings, lots of written updates. Communication happens mostly in Slack and short video calls.

Day to day

• Recruit happy customers for references and case studies
• Run quarterly business reviews with customer stakeholders
• Report monthly on churn risk and saves
• Own a portfolio of 30 to 50 accounts and their overall health
• Create help centre articles when the same question keeps coming up
• Document every customer touch in Salesforce

About you

• 5+ years in customer success, account management or implementation at a SaaS company
• Comfortable presenting to directors and VPs
• Calm under pressure when a customer is angry

Pay and benefits

Rate: PKR 165,000 - PKR 195,000 pcm

• Medical insurance
• Provident fund
• Paid leave
• Fuel allowance

Please submit your CV in English.

Candidates must be eligible to work in Pakistan.

Start: Flexible.

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