Customer Success Manager

KnowledgeCity; Pakistan; On-site; PKR 1,800,000 - 3,200,000; Full time

Job summary

KnowledgeCity is seeking an experienced Customer Success Manager to own and grow client relationships from onboarding through renewal. You will be the trusted advisor helping clients derive measurable value from our platform, with a strong blend of product knowledge and commercial instinct.

Responsibilities include end-to-end account management, leading implementations, conducting quarterly business reviews, driving adoption, and securing renewals.

Qualifications

• Bachelor's degree or equivalent in business, marketing, communications, IT or related field.
• 5+ years in customer success, account management, or client services in SaaS, e-learning, or enterprise software.
• Proven track record owning retention and renewal outcomes.
• Strong technical aptitude to learn complex software and explain it clearly to diverse audiences.
• Experience driving product adoption and growth within existing accounts.
• Excellent written and verbal communication; comfortable leading client meetings and executive reviews.
• Hands-on experience with CRM and CS tooling (Salesforce, HubSpot, Zendesk, Gainsight).
• Experience with stakeholder management and cross-functional collaboration.

Responsibilities

• Own and grow a portfolio of mid-market to enterprise accounts from onboarding to renewal.
• Lead implementations and quarterly business reviews, and coordinate renewal planning.
• Resolve technical issues and drive software adoption to maximize value.
• Serve as the voice of the customer to product/content/engineering teams.
• Schedule client check-ins, gather feedback, and identify opportunities for expansion.
• Maintain accurate CRM records and coordinate cross-functional efforts to support clients.

Skills

Customer success

Account management

Communication

Problem solving

Multitasking

Executive-level meetings

Education

Bachelor's degree in Business/Marketing/Communications/IT

Tools

Salesforce

HubSpot

Zendesk

Gainsight

Job description

We are looking for an experienced Customer Success Manager to own and grow our client relationships from onboarding through renewal. This is a strategic, client-facing role for someone who combines deep product knowledge with strong commercial instincts you will be the trusted advisor our clients rely on to get measurable value from our platform.

You will manage a portfolio of accounts end to end: leading implementation, running quarterly business reviews, resolving technical issues, driving adoption, and securing renewals. You will also be the voice of the customer internally, feeding structured feedback to our content and engineering teams to shape what we build next.

Key Responsibilities

• Comprehensive Product Understanding: Fully learn and comprehend the functionalities and features of our software in order to effectively support clients and address their needs.
• Account Management: Take ownership of client accounts from onboarding through software implementation, providing continuous support and guidance throughout their subscription.
• Regular Engagement: Conduct regular quarterly business reviews, technical support sessions, and renewal meetings with clients to review progress, address concerns, and ensure satisfaction.
• Client Lifecycle Management: Manage the entire client lifecycle, from onboarding to renewal, by proactively engaging with clients, understanding their goals, and aligning them with the software's capabilities.
• Client Check-ins: Schedule periodic check-ins with clients to assess satisfaction levels, gather feedback, and identify areas for improvement.
• Issue Resolution: Troubleshoot client inquiries and concerns, identify optimal solutions, and coordinate with the necessary teams to resolve technical issues promptly.
• Cross-functional Collaboration: Act as the liaison between clients and internal teams, conveying client feedback to the content department for enhancements and to the web development team for system improvements.
• Goal Alignment: Identify and understand client goals, and collaborate with them to leverage the software effectively to achieve those objectives.
• Adoption and Growth: Promote software adoption among clients, identify opportunities for growth, and ensure successful subscription renewals.
• CRM Management: Update and maintain accurate client details and interactions within the CRM system to track progress and facilitate effective communication.
• Adaptability: Demonstrate the ability to multitask and thrive in a dynamic, fast-paced environment, prioritizing tasks effectively to meet client needs efficiently.

Requirements

• Bachelor's degree in Business, Marketing, Communications, Information Technology, or a related field.
• 5+ years of experience in customer success, account management, or client services preferably within a SaaS, e-learning, or enterprise software environment.
• Proven track record of managing a portfolio of mid-market or enterprise accounts, and of owning retention and renewal outcomes.
• Strong technical aptitude able to learn a complex software platform in depth and explain it clearly to both technical and non-technical audiences.
• Demonstrated success in driving product adoption and identifying expansion opportunities within existing accounts.
• Excellent written and verbal communication skills, with confidence leading client meetings and executive-level business reviews.
• Hands-on experience with CRM and customer success tooling (e.g. Salesforce, HubSpot, Zendesk, Gainsight or similar).
• Strong problem-solving and troubleshooting skills, with the judgement to know when and how to escalte.
• Highly organized, self-directed, and comfortable managing competing priorities across multiple accounts.

Preferred Qualifications

• Experience in the e-learning, LMS, corporate training, or EdTech space.
• Familiarity with implementation and onboarding of enterprise software, including integrations such as SSO and user provisioning.
• Experience mentoring or coaching junior customer success team members.
• Bilingual (English/Arabic) proficiency.
• Working knowledge of customer health scoring, churn-risk analysis, and success planning frameworks.