AI-Driven SMB Customer Success Manager (Retention & Growth)

WellnessLiving; Zone IV; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

WellnessLiving in Islamabad, Pakistan, invites applications for the SMB Customer Success Manager role. You will own a portfolio of small and mid-sized business accounts, driving retention, value, and satisfaction while coordinating with cross-functional teams.

You will implement AI-generated playbooks, automate workflows, and use data signals to prioritize actions, reduce churn, and identify upsell opportunities within your book of business.

Qualifications

• Minimum 4 years in a call center or similar environment.
• At least 2 years in customer success and retention.
• SaaS industry experience considered assets.
• Strong communication and negotiation skills.

Responsibilities

• Own and resolve complex customer issues end-to-end with professionalism and urgency.
• Drive retention and churn risk management across the portfolio.
• Use AI-assisted escalation triage to prioritise issues and reduce time-to-resolution.
• Maintain accurate CRM records and coordinate with cross-functional teams.

Skills

Customer success

Retention

Escalation management

Data analysis

CRM proficiency

Communication

AI fluency

Portfolio management

Tools

Zoho CRM

Jira

Microsoft Office

Job description

WellnessLiving in Islamabad, Pakistan, invites applications for the SMB Customer Success Manager role. You will own a portfolio of small and mid-sized business accounts, driving retention, value, and satisfaction while coordinating with cross-functional teams.

You will implement AI-generated playbooks, automate workflows, and use data signals to prioritize actions, reduce churn, and identify upsell opportunities within your book of business.