Customer Engagement Manager-Karachi

Dengage; Karachi Division; On-site; PKR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Growth opportunities

Collaborative culture

Competitive benefits

Job summary

DEngage is seeking a Customer Engagement Manager in Karachi to retain and grow an existing customer portfolio. You will own client relationships, guide onboarding, monitor health metrics, and collaborate with support, product, and engineering to meet client requirements.

The role involves driving renewals, upselling additional features, and acting as a customer advocate to influence product方向 improvements. A strong SaaS background and excellent communication are essential.

Qualifications

• 3+ years as Customer Success/Account Manager in SaaS.
• Strong SaaS business model understanding.
• Excellent communication and interpersonal skills.
• Ability to analyze customer data and identify trends.
• Experience with CS tools like Gainsight, Zendesk, Salesforce.

Responsibilities

• Onboard new customers and educate them on platform features.
• Manage relationships and act as trusted advisor.
• Monitor customer health and identify retention risks.
• Collaborate with support, product, and engineering to resolve issues.
• Deliver trainings, webinars, and workshops.
• Drive renewals and upsell opportunities.
• Advocate for customers and feed product feedback.
• Track metrics and report to leadership.
• Develop churn prevention strategies.

Skills

Customer Success

SaaS knowledge

Communication

Data analysis

Problem solving

Organization

Education

Bachelor’s degree in Business/Marketing

Tools

Gainsight

Zendesk

Salesforce

Job description

DEngage is a multinational SaaS company dedicated to delivering innovative solutions that drive digital engagement and enhance customer experiences. Our team is passionate about technology and committed to fostering an environment where talent can thrive and grow.

We are looking for a Customer Engagement Manager, who will be responsible for retaining and growing existing customers by building a value based relationship with them. The ideal candidate for this customer-facing role is to assist clients with their digital marketing efforts by owning a portfolio of existing accounts and take full responsibility for their success, retention and growth. The Customer Engagement Manager will provide efficient client liaison and project management abilities to deliver on client requirements and will actively consult clients regarding D-Engage product & services.

Key Responsibilities

• Customer Onboarding: Guide new customers through the onboarding process, ensuring they are successfully set up and educated on our platform’s features and capabilities.
• Relationship Management: Establish and maintain strong, trust-based relationships with customers, becoming a trusted advisor.
• Customer Health Monitoring: Proactively monitor the health of customer accounts, using data and feedback to identify areas for improvement or risks to retention.
• Issue Resolution: Address customer inquiries, concerns, and issues in a timely manner, working cross-functionally with support, product, and engineering teams when necessary.
• Training and Education: Conduct training sessions, webinars, and workshops to help customers fully utilize the software.
• Renewals & Upselling: Drive customer retention through regular check-ins, helping identify opportunities for upselling or cross-selling additional features or services.
• Customer Advocacy: Represent customer feedback internally, collaborating with product teams to ensure customer needs are addressed in future updates or features.
• Metrics and Reporting: Track customer satisfaction, product usage, and overall health metrics, providing actionable insights to the leadership team.
• Churn Prevention: Develop and execute strategies to prevent churn, ensuring customer success and satisfaction remains a priority.

Requirements

Must have qualifications:

• Proven Minimum 3 years of experience as a Customer Success Manager, Account Manager, or similar role in a SaaS environment.
• Strong understanding of SaaS business models and customer success principles.
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal teams.
• Ability to analyze customer data, identify trends, and proactively offer solutions.
• Familiarity with customer success tools (e.g., Gainsight, Zendesk, Salesforce).
• Problem-solving mindset with the ability to navigate complex customer issues.
• Strong organizational and multitasking skills with a focus on details.
• Bachelor's degree in Business, Marketing, or related field (preferred).

Benefits

• Growth Opportunities: Access to professional development and career growth within a rapidly expanding SaaS company.
• Collaborative Culture: Work in a supportive and innovative environment where your contributions are valued.
• Competitive Benefits: Enjoy a comprehensive benefits package.

D.Engage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.