Customer Success Manager (C-012459)

Cloudelligent; Islamabad; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A cloud-native consultancy is seeking a proactive Customer Success Manager in Islamabad. You will own the full post-sales customer journey, ensuring clients achieve maximum value from the product. Ideal candidates will have 4+ years in SaaS account management, excellent communication skills, and be adept with support platforms like Intercom or Zendesk. Join a dynamic team to enhance customer experiences and address challenges efficiently.

Qualifications

• 4+ years of experience in Customer Success Account Management or a similar role in a SaaS company.
• Excellent communicator, comfortable with accounting professionals and business owners.
• Tech-savvy and quick to learn new tools.

Responsibilities

• Own the full customer life cycle post-sales, from onboarding to renewals and upsells.
• Proactively check in with clients to understand their goals and maximize value.
• Monitor customer health and address potential roadblocks or churn risks.

Skills

Customer relationship management

Technical support

Communication

Organizational skills

Proactive client support

Education

Bachelor's degree in Business Administration, Computer Science, or related field

Tools

Intercom

Zendesk

Quest

Job description

Position Title: Customer Success Manager
Location: Islamabad
Job Timings: 9am - 5pm PST (9pm-5am PKT)

About Cloudelligent
Cloudelligent is a Cloud-native consultancy and AWS Advanced consulting partner! We specialize in providing bespoke cloud solutions to Startups and SMBs. Being a next-gen cloud service provider, Cloudelligent helps businesses to make the most out of their cloud investment. We have an international footprint with a diverse team of domain experts, and we are customer- obsessed.

Job Objective
A proactive Customer Success Manager who takes full ownership of the post-sales customer journey from onboarding to renewals and upsells. Serves as the primary point of contact for clients, building strong relationships and ensuring they gain maximum value from the product. Responsibilities include providing technical support, managing communication between clients and internal teams, monitoring customer health to prevent churn, and continuously enhancing the customer experience through feedback and resource development. Brings experience in SaaS customer success or account management, ideally with a background in accounting, bookkeeping, or financial technology. Highly organized, tech-savvy, an excellent communicator, and always ahead in identifying opportunities to drive client success.

Responsibilities

• Own the full customer life cycle post-sales, from onboarding onto our product, providing technical support, relationship management, renewals, and upsells.
• Own the post-sale relationship with our clients, ensure a smooth onboarding experience, and build trust as their main point of contact.
• Proactively check in with clients, understand their goals, and guide them on best practices to maximize value.
• Keep communication streamlined between the client, support and product team; you will be the bridge that keeps everyone aligned.
• Monitor customer health, identify potential roadblocks or churn risks, and address them before they become problems.
• Share product feedback and insights with the team to help us continuously improve customer experience.
• Develop and update onboarding guides, success plans, and other resources to help customers succeed.

Requirements:

• Bachelor's degree in Business Administration, Computer Science, or a related field.
• 4+ years of experience in Customer Success Account Management or a similar relationship-focused role for a SaaS company.
• Hands-on experience using customer support and engagement platforms such as Intercom, Zendesk, or Quest.
• Understand the difference between reactive and proactive client support, you’re always a step ahead, spotting opportunities and preventing issues.
• Excellent communicator, clear, empathetic, and comfortable working with accounting professionals and business owners.
• Organized, detail-oriented, and able to juggle multiple clients while keeping communication smooth and expectations clear.
• Hands-on experience using customer support and engagement platforms such as Intercom, Zendesk, or Quest.
• Tech-savvy and quick to learn new tools.

Nice to Have:

• Experience working with accounting, bookkeeping, or financial tech.
• Experience working with QuickBooks.