Customer Success Manager

Brickstech; Lahore; On-site; PKR 1,500,000 - 2,700,000; Full time

Job summary

Brickstech is seeking a Customer Success Manager to own the post-sales journey for enterprise customers in Lahore. You will guide onboarding, drive adoption and retention, and partner with Sales for renewals and expansions. You will build executive relationships with CIOs/CTOs and ensure client success across a portfolio of strategic accounts.

You will coordinate with Delivery, Engineering, Product, and Support to resolve issues and capture Voice of the Customer to inform service offerings.

Qualifications

• 3–4+ years in Customer Success, Account Management, or related client-facing roles.
• Experience with enterprise-level B2B clients in a services-based model.
• Strong stakeholder management and executive communication with senior decision-makers (CIOs, CTOs, VPs).
• Experience with client lifecycle management, retention, and account growth in a B2B tech services environment.
• Bachelor's degree in business, CS, engineering, or related field preferred.

Responsibilities

• Own a portfolio of enterprise customers throughout the lifecycle.
• Lead onboarding, define success milestones, and drive time-to-value.
• Monitor adoption, health, and churn risk; conduct QBRs.
• Build executive relationships and communicate ROI through business reviews.
• Partner with Sales to drive renewals, upsells, and cross-sells.
• Capture customer feedback and feed insights to product and delivery teams.
• Collaborate with Sales, Delivery, Engineering, Product, and Support to ensure successful outcomes.
• Develop client references, case studies, and testimonials.

Skills

Customer Success

Account Management

Stakeholder Management

Executive Communication

Project Management

B2B Technology Services

Education

Bachelor's degree

Tools

Salesforce

HubSpot

Gainsight

Jira

Job description

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 customer engagement, satisfaction, and account health, 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 customer feedback and feature requests, feeding relevant insights into internal teams and service offerings.
  
• Cross-Functional Collaboration — Work closely with Sales, Delivery, Engineering, Product, and Support teams to ensure efficient issue resolution and successful client outcomes.
  
• Client Advocacy — Develop strong client relationships and secure references, case studies, and testimonials.
  

Required Qualifications

• 3–4+ years of experience in Customer Success, Account Management, Client Success, or a related client-facing role.
  
• Mandatory: Prior experience working in a software services, IT services, technology consulting, staff augmentation, managed services, QA/testing services, or custom software development company.
  
• Demonstrated experience managing B2B and enterprise-level clients within a services-based business model.
  
• Experience managing client relationships involving custom software development, software testing/QA, technology consulting, staff augmentation, managed services, or other technology service delivery models.
  
• Candidates whose experience is exclusively or primarily limited to product-based companies should not be considered unless they have substantial experience in a services-based technology environment.
  
• Proven experience working with enterprise-level customers/accounts.
  
• Strong stakeholder management and executive communication skills, with the ability to build relationships with senior decision-makers, including CIOs, CTOs, and VPs.
  
• Strong understanding of customer lifecycle management, client retention, and account growth within a B2B technology services environment.
  
• Excellent project management, organizational, and cross-functional coordination skills.
  
• Bachelor's degree in Business, Computer Science, Engineering, or a related field (preferred).
  

Preferred Experience

• Background in AI solutions, software testing/QA, DevOps, custom software development, technology consulting, or enterprise technology services.
  
• Experience working with enterprise clients and long-term service engagements.
  
• Familiarity with tools like Salesforce, HubSpot, Gainsight, Jira, or similar CS/CRM and project management platforms.
  

Key Metrics You'll Own

Client Retention (GRR/NRR), Client Satisfaction, Account Health, Renewal Rate, Expansion Revenue, CSAT/NPS, and Customer/Client Engagement.