Assistant Manager Customer Success - Navigator HR

taraki-search; Lahore; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

Navigator HR in Lahore is seeking an Assistant Manager Customer Success to lead day-to-day operations of the customer success team and ensure high-quality client interactions.

You will coach colleagues, manage escalations, track performance, and collaborate with internal stakeholders to drive service standards and retention.

Qualifications

• Proven ability to lead teams and drive performance.
• Strong client relationship management skills.
• Excellent verbal and written communication.
• Sound judgment and maturity in people management.

Responsibilities

• Lead day-to-day supervision of the Customer Success team.
• Monitor accountability, responsiveness, and documentation quality.
• Maintain customer health updates and action trackers.
• Build strong relationships and identify service risks.
• Coach on communication standards and professionalism.
• Support onboarding, probation reviews, and capability development.
• Coordinate with internal stakeholders on commitments and issue resolution.
• Suggest process improvements for reporting and efficiency.

Skills

Team leadership

Customer relationship management

Communication skills

Problem solving

Emotional intelligence

Tools

Zoom

Microsoft Teams

Outlook

Job description

Our client Navigator HRis lookingAssistant Manager Customer SuccessinLahore.

Job Description

Key Responsibilities

• Support day-to-day supervision of the Customer Success team and ensure smooth execution of customer- facing operations.
• Monitor team accountability, responsiveness, documentation quality, meeting follow-ups, and adherence to service standards.
• Ensure customer health updates, red flags, internal notes, meeting minutes, and action trackers are maintained accurately and on time.
• Build and sustain strong customer relationships while proactively identifying service risks, escalation points, and retention concerns.
• Coach team members on communication standards, professionalism, ownership, and structured customer handling.
• Support onboarding, probation reviews, performance conversations, and capability development of team members.
• Coordinate with internal stakeholders to align on commitments, priorities, and issue resolution for assigned customers.
• Recommend and implement process improvements that strengthen reporting discipline, service consistency, and operational efficiency.
• Selection Criteria / Required Competencies
• Proven ability to manage teams, enforce accountability, and create a disciplined yet supportive working environment.
• Strong customer relationship management skills with the ability to handle critical conversations and service- sensitive situations professionally.
• Excellent verbal and written communication skills, including the ability to draft clear updates, meeting minutes, and performance feedback.
• Sound judgment, emotional intelligence, and maturity in balancing people management with organizational requirements.
• Strong problem-solving and escalation-handling capability with a proactive and solution-oriented approach.
• High ownership, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
• Comfort with performance tracking, reporting, process monitoring, and structured follow-through on action items.
• Digital literacy and working proficiency in tools such as Zoom, Microsoft Teams, Outlook, and other collaboration platforms.
• Strong follow-up and follow-through skills to ensure timely execution, coordination, and closure of tasks.