Customer Success Manager

HR Ways - Hiring Tech Talent; Lahore; On-site; PKR 900,000 - 1,300,000; Full time

Benefits offered by this job

Paid Time Off

Health Insurance

Upsell bonuses

Job summary

HR Ways - Hiring Tech Talent in Lahore is seeking an experienced Customer Success professional to own day-to-day communication and delivery tracking for a portfolio of US-based clients. You will ensure updates arrive before clients ask and manage monthly marketing reports with clear storytelling.

You will also perform thorough self-QA, coordinate cross-team delivery, support onboarding, and identify upsell opportunities, backed by a data-driven approach and proactive problem solving.

Qualifications

• 3+ years of experience in Customer Success, including at least 2 years handling U.S.-based clients.
• Understanding of digital marketing, funnels, KPIs, campaign reporting, CRM management, and performance-driven communication.
• Exceptional communication with a clear American accent and interpersonal skills, with the ability to build trust, guide client strategy, and manage priorities.
• Strong problem-solving & analytical skills with a proactive, strategic, and data-oriented mindset.

Responsibilities

• Client communication. Proactive weekly communication for every client in your portfolio, so updates arrive before clients ask for them.
• Reporting calls. Presenting each client's monthly marketing report on video calls: walking through the numbers clearly, answering questions in plain English, and making the data tell the story of the work.
• Self-Review & Quality Check. Perform a comprehensive self-QA on every deliverable before it goes to a client: accurate, complete, and client-ready.
• Delivery tracking/coordination. Coordinating deliverables across our internal teams and keeping every commitment dated, owned, and on schedule.
• Onboarding support. Support onboarding calls by gathering access, requirements, and expectations so new clients start clean.
• Upsell opportunities. Spotting where a client would genuinely benefit from an additional service, raising it with CS leadership, and helping present the opportunity to the client. Successful upsells carry bonuses once you are eligible*.
• Documentation. Logging every client concern, request, and risk signal in our systems the day it happens, so nothing lives only in one person's inbox.
• Task management. Ensure all tasks are accurately created, assigned, updated, and tracked within the project management system.
• Early warning. Keep every client engaged and satisfied between reports. Flag any at-risk account to CS leadership within 24 hours of spotting a signal, with what you observed and one recommended action.

Skills

Customer Success

US client handling

Digital marketing basics

Communication

Data-driven mindset

Education

Bachelor's degree

Tools

CRM software

Job description

Hiring for a Certified US-based Digital Marketing Agency, focused on maximizing your Marketing ROI.

About the Role

You will own day-to-day communication and delivery tracking for a portfolio of US-based clients. Your job is simple to describe and hard to do well: clients should hear from you before they have to ask, and nothing they are promised should slip through untracked.

You should arrive with a working understanding of digital marketing: what paid ads, SEO, and websites do for a local business, and how to read basic performance numbers. We will train you on our specific services, systems, and workflows, and we expect you to learn them fast and take real ownership of your accounts within your first several weeks.

Non-Negotiables

• 3+ years of experience in Customer Success, including at least 2 years handling U.S.-based l clients.
• Understanding of digital marketing, funnels, KPIs, campaign reporting, CRM management, and performance-driven communication.
• Exceptional communication with a clear American accent and interpersonal skills, with the ability to build trust, guide client strategy, and manage priorities.
• Strong problem-solving & analytical skills with a proactive, strategic, and data-oriented mindset.

What You'll Own

• Client communication. Proactive weekly communication for every client in your portfolio, so updates arrive before clients ask for them.
• Reporting calls. Presenting each client's monthly marketing report on video calls: walking through the numbers clearly, answering questions in plain English, and making the data tell the story of the work. Fluency in English and clear data presentation are core skills of this seat.
• Self-Review & Quality Check. Perform a comprehensive self-QA on every deliverable before it goes to a client: accurate, complete, and client-ready. Nothing leaves your hands with errors a client could catch first.
• Delivery tracking/coordination. Coordinating deliverables across our internal teams and keeping every commitment dated, owned, and on schedule.
• Onboarding support. Support onboarding calls by gathering access, requirements, and expectations so new clients start clean.
• Upsell opportunities. Spotting where a client would genuinely benefit from an additional service, raising it with CS leadership, and helping present the opportunity to the client. Successful upsells carry bonuses once you are eligible*.
• Documentation. Logging every client concern, request, and risk signal in our systems the day it happens, so nothing lives only in one person's inbox.
• Task management. Ensure all tasks are accurately created, assigned, updated, and tracked within the project management system
• Early warning. Keep every client engaged and satisfied between reports. Watch for churn signals: slower replies, skipped or rescheduled calls, repeated questions about value or results, and complaints about communication. Flag any at-risk account to CS leadership within 24 hours of spotting a signal, with what you observed and one recommended action.

Your First 90 Days

• Days 1-30: Learn our services, meet your clients through structured handoffs, shadow client calls, and take ownership of routine updates.
• Days 31-60: Run day-to-day communication independently for your full portfolio, with support on anything unusual.
• Days 61-90: Operate your book end to end: updates, tracking, onboarding support, and early risk flags, with a documented record that nothing slipped.

What This Role Is Really Like

Honesty up front: you are the client's voice inside our company. When internal delivery runs late, you are the one who tells the client and manages the conversation, backed by our team but in the room yourself. Client emergencies do not always respect business hours; when something urgent breaks, we expect you to be reachable and to respond. If you need every day to be smooth and every evening to be silent, this is not your seat. If you find satisfaction in being the person clients trust because you always know the status and never hide a problem, you will do very well here.

What We're Looking For

• A working understanding of digital marketing (paid ads, SEO, websites) and comfort discussing performance with clients. You do not need to have run campaigns yourself.
• A fast learner who needs to be told something once.
• Obsessive attention to detail: nothing slips past you twice.
• Excellent written and spoken English; comfortable on video calls with US business owners.
• Reliable availability during US Eastern business hours, plus responsiveness outside hours when something urgent comes up.
• High ownership: you treat your portfolio like your own business.
• A habit of staying current: you follow what is changing in digital marketing and marketing tech, and you bring what you learn back to the team.
• A plus, not a requirement: a valid visa to travel to the USA for occasional client meetings.

Growth Path

Scope here is earned by outcomes, not tenure. Strong performers who keep their portfolio retained, documented, and ahead of problems take on larger accounts, onboarding ownership, and a path toward senior customer success roles as the department grows. We are actively building this team, and the people who prove themselves early will grow with it.

Required Qualifications:

Bachelor's degree in Business Administration, Marketing, Communications, or a related field.

• Paid Time Off.
• Health Insurance
• Upsell bonuses: bonuses are tied to successful upsells in your portfolio. Eligibility begins after you complete your first 6 months.

Other Details:

Work Mode:

Onsite - Full Time

Location

Lahore

Experience

4 + Years

Days:

Monday to Friday

Timing:

5:00 PM - 2:00 AM PKT