Senior Customer Success Manager

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Karachi Software employs 480 people across engineering hubs in Karachi and three other locations, building ERP software for mid-market manufacturers.

Job summary

Success in this role is measured on gross retention, product adoption and account health scores. The Senior Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Fully remote. You can work from anywhere in Pakistan.

Main duties

• Recruit happy customers for references and case studies.
• Lead kickoff calls and onboarding plans with new customers.
• Document every customer touch in Salesforce.
• Create help centre articles when the same question keeps coming up.
• Run quarterly business reviews with customer stakeholders.
• Escalate product bugs and feature requests through Jira with clear context.

Required qualifications

• Able to learn a technical product and explain it in plain terms.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Experience managing renewals or retention targets.
• Calm under pressure when a customer is angry.
• Organised across many accounts at once.
• Travel up to 15%.

Nice to have

• SQL or Looker for pulling your own account data.
• Background in healthcare, logistics or financial services customers.
• Zendesk or Intercom experience.
• Prior implementation or onboarding role.

Benefits

• Medical insurance.
• Provident fund.
• Paid leave.

We may close the role early, so do not wait too long to apply.

Candidates must be eligible to work in Pakistan.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Karachi Software (Pvt.) Ltd..