Pakistan Director of Customer Success

We are looking for a Director of Customer Success who will be responsible for retaining and growing existing customers by building a value based relationship with them.

As the Director of Customer Success you will play a pivotal role in our leadership team combining your expertise in customer success with a strong background in sales. Your primary responsibility will be to ensure customer satisfaction and loyalty while identifying opportunities for growth and sales. You will lead a dynamic team of customer success professionals fostering strong relationships with our clients and contributing to our revenue growth through upselling and crossselling initiatives.

What You ll Be Doing

• Customer Success Management: Develop and implement strategies to increase product adoption customer loyalty and retention and enhance customer satisfaction while actively setting and contributing to churn reduction tactics.
  
• Strategic Planning: Align customer success strategies with overall business goals contributing to revenue growth and customer base expansion.
  
• Team Leadership and Development: Recruit mentor and manage a customer success team promoting a culture of excellence and continuous improvement.
  
• Sales Integration: Utilize your sales experience to identify and capitalize on upselling and crossselling opportunities within the existing customer base.
  
• CrossFunctional Collaboration: Work closely with sales marketing and product to create and optimize the upsell and crosssell strategies deployed by the CS team.
  
• Customer Relationship Management: Coach CS team to establish and maintain strong relationships with key clients understanding their needs and ensuring they receive exceptional service.
  
• Analytics and Feedback: Utilize data and customer feedback to improve service delivery customer engagement and satisfaction levels.
  
• Process Optimization: Continuously review and optimize customer success processes and practices for efficiency and effectiveness.
  
• Compensation: Draft implement and optimize compensation plan for the CS team with the goal of encouraging productivity and performance and rewarding customergoal and businessgoal achievement.
  
• Reporting and Communication: Regularly report on customer success metrics and insights to the leadership team informing strategic decisions.
  

Requirements

• Proven experience in customer success with a background in sales preferably in a SaaS or technologyrelated industry.
  
• Minimum of 5 to 7 years of relevant technical experience with at least 3 years in a managerial / leadership role.
  
• Excellent interpersonal and relationshipbuilding skills with a customerfirst mindset.
  
• Strong analytical abilities and experience using data to inform decisions and strategies.
  
• Proven track record of achieving or exceeding retention and sales targets.
  
• Exceptional communication and team management skills.
  
• Bachelors degree in Business Marketing or a related field; a Masters degree is a plus.
  

Benefits

• Competitive salary package.
  
• Opportunity to work with a talented and dedicated multinational team.
  
• Remote work options.
  
• Professional development opportunities.
  
• Collaborative and inclusive company culture.
  
• Diversity and Inclusive Culture.