Customer Success Manager

SD Product; Gujranwala Division; On-site; PKR 900,000 - 1,800,000; Full time

Job summary

SD Product in Gujranwala seeks a Customer Success Manager to build durable customer relationships and ensure they gain value from marketing and advertising services. You will own onboarding, drive ongoing engagement, and coordinate across internal teams to resolve issues.

Key requirements include strong English/Urdu communication, CRM experience, and a track record in onboarding and retention. Based in Gujranwala with a fast-moving environment and customer-first mindset.

Qualifications

• Bachelor’s degree in business, marketing, or related field preferred.
• 2–3 years in customer success, account management, or related roles.
• Experience with onboarding, retention, and follow-up.

Responsibilities

• Be the primary contact for customers during onboarding and ongoing engagement.
• Understand goals, provide guidance, monitor satisfaction.
• Follow up regularly, maintain records, track requests to resolution.
• Coordinate with marketing, operations, and support to fix issues.
• Identify retention opportunities and support account growth.
• Prepare updates and address complex concerns professionally.

Skills

Communication

CRM experience

Onboarding

Retention focus

Cross-functional

Education

Bachelor’s degree in business

2–3 years experience

Tools

CRM systems

Spreadsheets

Job description

SD Product is seeking a Customer Success Manager in Gujranwala to build strong, long-term relationships with customers and help them achieve value from the company’s marketing and advertising services. This role involves clear communication, organized follow-ups, and coordination of solutions across internal teams.

Responsibilities

• Serve as the primary point of contact for assigned customers throughout onboarding and ongoing engagement.
• Understand customer objectives, provide product and service guidance, and monitor satisfaction.
• Conduct regular follow-ups, maintain accurate customer records, and track open requests through resolution.
• Coordinate with marketing, operations, and support teams to address issues and improve the customer experience.
• Identify opportunities to strengthen retention, encourage continued usage, and support account growth.
• Prepare customer updates and elevate complex concerns promptly and professionally.

Based in Gujranwala, the role requires dependable communication, ownership of customer outcomes, and consistent follow-through in a fast-moving business environment.

• Strong verbal and written communication skills in English and Urdu.
• Experience with customer relationship management, onboarding, retention, and follow-up.
• Ability to understand customer needs, explain services clearly, and manage expectations.
• Excellent organization, prioritization, and time-management skills.
• Competence with spreadsheets, email, online collaboration tools, and CRM or customer-tracking systems.
• Problem-solving ability with a calm, service-oriented approach to complaints and escalations.
• Accurate documentation of conversations, action items, deadlines, and customer status.
• Ability to work independently while coordinating effectively with marketing and support teams.

Education

Bachelor’s degree in business, marketing, communications, or a related field preferred, with 2–3 years of customer success, account management, client services, or marketing-services experience. Equivalent relevant experience may be considered.

Marketing and Advertising · Gujranwala, Pakistan

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