Assistant Manager – Customer Success (Female)

Navigatorhr; Saddar; On-site; PKR 2,009,000 - 2,232,000; Full time

Benefits offered by this job

Company-provided transport

Job summary

Navigatorhr is seeking an experienced Assistant Manager – Customer Success (Female) for Bahria Town Phase 4, Rawalpindi. The role is full-time onsite with a 6:00 PM - 2:30 AM shift and alternating Saturdays, offering PKR 180,000 - 200,000 per month and company-provided transport.

You will drive customer satisfaction, retention, and operational excellence while leading a Customer Success team. The ideal candidate has 5-7 years in Customer Success, Client Services, Account Management, or

Qualifications

• Bachelor's degree in Business Administration, Management, Communications, or related field.
• 5-7 years of experience in Customer Success, Client Services, Account Management, Operations.
• Proven experience in team leadership and service delivery management.
• Customer satisfaction and retention rates.
• Reduction in service risks and escalations.
• Team performance, accountability, and communication quality.
• Accuracy in reporting, documentation, and tracking systems.
• Contribution to process improvement and operational excellence.

Responsibilities

• Build and maintain strong relationships with clients to ensure customer satisfaction and retention.
• Proactively identify service risks, red flags, and escalation points.
• Handle customer escalations and critical conversations professionally.
• Supervise day-to-day activities of the Customer Success team.
• Ensure team accountability, responsiveness, and service quality.
• Coach and mentor team members on communication, ownership, and professionalism.
• Support performance evaluations, onboarding, and team development.
• Monitor adherence to service standards, processes, and KPIs.
• Drive process improvements to enhance efficiency and consistency.
• Collaborate with internal teams to ensure timely issue resolution.
• Maintain strong follow-up on pending tasks, action items, and commitments.
• Ensure smooth execution of customer-facing operations.
• Strong team management and leadership skills.
• Excellent customer relationship management and communication.
• Ability to handle escalations and high-pressure situations.
• Strong organizational skills and attention to detail.
• Proficiency in reporting, tracking, and process monitoring.
• High level of ownership, accountability, and follow-through.
• Strong command of tools like Zoom, Microsoft Teams, Outlook.

Skills

Customer Success

Team Leadership

Operations Management

Communication

Reporting

Education

Bachelor's degree

Tools

Zoom

Microsoft Teams

Outlook

Job description

Assistant Manager – Customer Success (Female)

About the job Assistant Manager – Customer Success (Female)

Job Title: Assistant Manager – Customer Success

Department: Customer Success
Location: Bahria Town Phase 4, Rawalpindi
Job Type: Full-Time | Onsite
Working Hours: 6:00 PM - 2:30 AM
Schedule: Alternating Saturdays
Salary: PKR 180,000 - 200,000 per month
Transport: Company-Provided
Gender Requirement: Female Candidates Only

Job Overview

We are hiring a results-driven Assistant Manager – Customer Success to lead and support customer operations, team performance, and service delivery excellence. This role is ideal for professionals with strong experience in customer success, client relationship management, team leadership, and operations management.

You will play a key role in ensuring customer satisfaction, retention, and operational efficiency, while driving team accountability, structured processes, and continuous improvement.

Key Responsibilities

Customer Success & Relationship Management

• Build and maintain strong relationships with clients to ensure customer satisfaction and retention
• Proactively identify service risks, red flags, and escalation points
• Handle customer escalations and critical conversations professionally
• Supervise day-to-day activities of the Customer Success team
• Ensure team accountability, responsiveness, and service quality
• Coach and mentor team members on communication, ownership, and professionalism
• Support performance evaluations, onboarding, and team development

Operations & Process Management

• Ensure accurate maintenance of:
  • Customer health updates
  • Meeting minutes
  • Action trackers
  • Internal notes and documentation
• Monitor adherence to service standards, processes, and KPIs
• Drive process improvements to enhance efficiency and consistency

Coordination & Execution

• Collaborate with internal teams to ensure timely issue resolution
• Maintain strong follow-up on pending tasks, action items, and commitments
• Ensure smooth execution of customer-facing operations
• Strong team management and leadership skills
• Excellent customer relationship management and communication
• Ability to handle escalations and high-pressure situations
• Strong organizational skills and attention to detail
• Proficiency in reporting, tracking, and process monitoring
• High level of ownership, accountability, and follow-through
• Strong command of tools like Zoom, Microsoft Teams, Outlook, and collaboration platforms

Qualifications & Experience

• Bachelor's degree in Business Administration, Management, Communications, or related field
• 5-7 years of experience in:
  • Customer Success
  • Client Services
  • Account Management
  • Operations
• Proven experience in team leadership and service delivery management
• Customer satisfaction and retention rates
• Reduction in service risks and escalations
• Team performance, accountability, and communication quality
• Accuracy in reporting, documentation, and tracking systems
• Contribution to process improvement and operational excellence

What We Offer

• Company-provided transport
• Professional and structured work environment
• Leadership role with career growth opportunities
• Exposure to high-impact customer success operations