Customer Success Manager

Brickstech; Lahore; On-site; PKR 2,400,000 - 3,200,000; Full time

Job summary

Brickstech seeks a Customer Success Manager to own the post-sales journey for enterprise customers, from onboarding to renewal and expansion. You will be the trusted advisor to stakeholders from QA Engineers to CIOs/CTOs, driving adoption, retention, and growth across a strategic portfolio.

You will manage onboarding KPIs, run executive reviews, and collaborate with Sales, Product, and Engineering to reduce churn and maximize value.

Qualifications

• 3–4+ years in Customer Success, Account Management, or related client-facing role.
• Experience with enterprise-level customers/accounts.
• Strong stakeholder management and executive communication skills.
• Solid understanding of SaaS business models and customer lifecycle management.
• Excellent project management and organizational skills.
• Bachelor's degree in Business, CS, Engineering, or related field.

Responsibilities

• Own a portfolio of enterprise customers from onboarding through renewal and expansion.
• Lead onboarding kickoffs, define success milestones, and drive time-to-value.
• Monitor usage and health scores, run QBRs, and address at-risk accounts to reduce churn.
• Build executive relationships with CIOs, CTOs, and VPs and communicate ROI via business reviews.
• Collaborate with Sales to drive renewals, upsells, and cross-sell opportunities.
• Capture feedback and feed insights into the product roadmap.

Skills

Enterprise accounts

Executive communication

SaaS lifecycle

Project management

Education

Bachelor's degree

Tools

Salesforce

HubSpot

Gainsight

Jira

Job description

Job Description

About the Role We're looking for a Customer Success Manager to own the post-sales journey for our enterprise customers — from onboarding through renewal and expansion. You'll be the trusted advisor for stakeholders ranging from QA Engineers to CIOs and CTOs, driving adoption, retention, and growth across a portfolio of strategic accounts.

Key Responsibilities

• Account Ownership — Manage a portfolio of enterprise customers as their primary point of contact throughout the lifecycle.
• Onboarding — Lead implementation kickoffs, define success milestones, and drive fast time-to-value.
• Adoption & Health — Monitor usage and health scores, run QBRs, and proactively address at-risk accounts to reduce churn.
• Executive Relationships — Build trust with senior stakeholders (CIOs, CTOs, VPs) and communicate ROI through business reviews.
• Renewals & Expansion — Partner with Sales to drive renewals, upsells, and cross-sell opportunities.
• Voice of the Customer — Capture feedback and feature requests, feeding insights into the product roadmap.
• Cross-Functional Collaboration — Work closely with Sales, Product, Engineering, and Support to resolve issues efficiently.
• Advocacy — Develop customer champions and secure references, case studies, and testimonials.

Required Qualifications

• 3–4+ years of experience in Customer Success, Account Management, or a related client-facing role.
• Proven experience working with enterprise-level customers/accounts.
• Strong stakeholder management and executive communication skills.
• Solid understanding of SaaS business models and customer lifecycle management.
• Excellent project management and organizational skills.
• Bachelor's degree in Business, Computer Science, Engineering, or related field (preferred).

Preferred Experience

• Background in AI platforms, software testing/QA, DevOps, or enterprise software.
• Familiarity with tools like Salesforce, HubSpot, Gainsight, Jira, or similar CS/CRM platforms.

Key Metrics You'll Own

Retention (GRR/NRR), Product Adoption, Renewal Rate, Expansion Revenue, CSAT/NPS.

Why Join Us

Work with leading enterprise organizations, directly influence product direction through customer insight, and grow with a fast-scaling, high-performing team.