Customer Success Director | B2B SaaS & Onboarding Leader

Oxiliry; Karachi Division; On-site; PKR 1,500,000 - 3,500,000; Full time

Job summary

BlinkSwag is seeking a Customer Success Director to lead the Customer Success team and own the customer experience after the demo and sales handoff. This role ensures smooth onboarding, active account management, rapid issue resolution, and growth opportunities within existing accounts.

You will collaborate with Sales, Operations, Fulfillment, Sourcing, and Finance to deliver customer programs successfully and drive high satisfaction across key accounts in a SaaS environment.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, Operations, or a related field.
• 5+ years of experience in Customer Success, Account Management, Client Services, or Operations.
• 2+ years of experience leading a Customer Success, Account Management, or Client Service team.
• Experience working in a SaaS-based company is required.
• Strong knowledge of ERP and CRM systems.
• Experience managing B2B customer relationships.
• Strong understanding of customer onboarding, account health, retention, and account growth.
• Strong communication, presentation, and stakeholder management skills.
• Comfortable using dashboards, reporting tools, and customer success workflows.

Responsibilities

• Lead and manage the Customer Success team.
• Own customer onboarding after sales handoff.
• Schedule kickoff calls with new customers.
• Ensure customer use cases are clearly understood, including swag stores, gifting, campaigns, inventory, fulfillment, employee onboarding, and events.
• Coordinate dashboard setup, customer requirements, product needs, and launch timelines.
• Monitor account health, customer satisfaction, and adoption.
• Manage customer check-ins, reporting, and QBRs for key accounts.
• Oversee reorders, new requests, quotes, production updates, and delivery communication.
• Act as the escalation point for customer issues, complaints, and order delays.
• Work with internal teams to keep customer programs moving smoothly.
• Identify growth opportunities within existing accounts.
• Build customer success processes, templates, reporting, and team workflows.
• Coach and support team members to improve customer communication and execution.

Skills

Leadership

Communication

Cross-functional collaboration

Problem solving

B2B experience

SaaS familiarity

ERP/CRM knowledge

Customer onboarding

Stakeholder management

Education

Bachelor’s degree in Business, Marketing, Communications, Operations, or related field

Tools

ERP

CRM

Job description

BlinkSwag is seeking a Customer Success Director to lead the Customer Success team and own the customer experience after the demo and sales handoff. This role ensures smooth onboarding, active account management, rapid issue resolution, and growth opportunities within existing accounts.

You will collaborate with Sales, Operations, Fulfillment, Sourcing, and Finance to deliver customer programs successfully and drive high satisfaction across key accounts in a SaaS environment.