Manager - Customer Success

CureMD; Pakistan; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading healthcare technology company in Pakistan is seeking a Manager - Customer Success to lead the EMR/Oncology Support team. This role requires a dynamic leader passionate about coaching teams, optimizing support operations, and enhancing customer experience. The ideal candidate should have over 6 years of experience in customer success, with at least 2 years in a leadership role. This opportunity offers competitive compensation, bi-annual bonuses, and extensive career growth potential.

Benefits

Competitive salary

Bi-annual bonus

Company-sponsored vehicle financing

Interest-free loans

Provident Fund

Fuel Card

Cellular Allowance

In-house clinic

Comprehensive health coverage

Pick-up and drop-off services

In-house daycare facility

In-house gym

Company-sponsored trainings

Paid certifications

Qualifications

• 6+ years of experience in customer success with at least 2 years in a leadership role.
• Strong skills in customer success methodologies, performance metrics, and team coaching.
• Excellent communication, negotiation, and stakeholder management abilities.

Responsibilities

• Re-establish role clarity and RACI within 30 days.
• Conduct weekly one-on-one meetings with individual performance development plans.
• Launch 'Deep Dive Friday' knowledge-sharing sessions with technical staff.
• Publicly recognize team wins to reduce negative escalations by 40% within 6 months.
• Implement dashboards to reduce repeat tickets by 25% within 180 days.
• Mentor the Assistant Manager on empathetic leadership.
• Hold monthly health checks with Product and Development teams.

Skills

Customer success methodologies

Performance metrics

Team coaching

Communication

Negotiation

Stakeholder management

Education

Bachelor’s degree

Job description

Job Overview

Manager - Customer Success will lead the EMR/Oncology Support team by shifting from reactive service to proactive customer partnership. This role serves as a catalyst to enhance team performance, strengthen operational structure, and foster a culture of accountability and growth. The manager will build a high-performing, customer-centric environment by mentoring team members, clarifying processes, and supporting skill development. The role also involves leading strategic initiatives to improve customer experience, streamline workflows, and ensure timely resolution of complex escalations. The ideal candidate is a dynamic leader passionate about coaching teams, optimizing support operations, and delivering consistent value to both customers and the organization.

Job Responsibilities

• Re-establish role clarity and RACI within 30 days.
• Conduct weekly one-on-one meetings and publish individual performance development plans (PDPs) with quarterly targets.
• Launch “Deep Dive Friday” knowledge-sharing sessions with 100% of technical staff presenting within 90 days.
• Publicly recognize team wins and reduce negative escalations by 40% within 6 months.
• Implement early warning dashboards for the top 10 issues to reduce repeat tickets by 25% within 180 days.
• Mentor the Assistant Manager on empathetic leadership and change management, co-leading two retrospectives per month.
• Hold monthly health checks with Product and Development teams, providing insights to influence the product roadmap.

Qualifications

• Bachelor’s degree (foreign education is a plus).
• 6+ years of experience in customer success with at least 2 years in a leadership role.
• Strong skills in customer success methodologies, performance metrics, and team coaching.
• Excellent communication, negotiation, and stakeholder management abilities.

Compensation and Benefits

💰 Financial:

• Competitive salary and bi-annual bonus.
• Fast track and uncapped career growth for high performers.
• Company-sponsored vehicle financing (car and bike).
• Interest-free loans.
• Provident Fund: CureMD matches up to 8% of your base salary.
• Fuel Card.
• Cellular Allowance.

Health and Wellness

• In-house clinic with a team of certified male and female doctors with 24/7 telemedicine service.
• Hospital treatment monitoring by company doctors.
• Comprehensive health coverage for your immediate family (outpatient, inpatient, maternity, and parents' inpatient).
• Exclusive health benefits and discounts at top class clinics and labs.

Supportive Workplace

• Pick-up and drop-off services for female employees.
• In-house daycare facility.
• In-house gym and recreational area to unwind.

Continued Learning

• Company-sponsored trainings, workshops, development programs and retreats.
• Paid specialized trainings/certifications.

The Difference You’ll Make

At CureMD, every role, whether senior or junior, plays a pivotal part in transforming healthcare. By joining our innovative team, you’ll contribute to groundbreaking technology that directly impacts patient care, enhances healthcare efficiency, and saves lives globally. Your skills and passion will drive meaningful change, helping us deliver solutions that support healthcare professionals in critical, real-time settings. Together, we’re not just advancing technology — we’re making a tangible difference in people’s lives. Together, let’s save lives.