SMB Customer Success Lead — Retention & Growth

Wellnessliving; Islamabad; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

WellnessLiving in Islamabad is seeking an SMB Customer Success Manager to own a portfolio of small and mid-sized accounts. You will drive retention, growth, and overall customer health using AI-driven playbooks and scalable engagement programs.

Collaborate with Support, Product, Engineering and Sales to deliver durable solutions, monitor NPS, and ensure high levels of customer satisfaction while pursuing strong retention and expansion across your book.

Qualifications

• Minimum 4 years of experience in a call center or similar environment.
• At least 2 years of experience with customer success and retention.
• SaaS industry experience considered assets.
• Strong communication, selling, and negotiation skills.

Responsibilities

• Own and resolve complex or high-priority customer issues end-to-end with professionalism and urgency.
• Manage cancellation and churn-risk requests end-to-end and negotiate outcomes to retain accounts.
• Drive strong save-rate by executing retention playbooks and addressing churn risks.
• Use AI-assisted escalation triage to prioritise issues and reduce time-to-resolution.
• De-escalate situations with empathy and rebuild customer trust when issues arise.
• Coordinate with Support, Product, Engineering and other teams to implement durable solutions.

Skills

Communication

Account management

Analytical thinking

Empathy

Tools

Zoho CRM

Jira

Microsoft Office Suite

Job description

WellnessLiving in Islamabad is seeking an SMB Customer Success Manager to own a portfolio of small and mid-sized accounts. You will drive retention, growth, and overall customer health using AI-driven playbooks and scalable engagement programs.

Collaborate with Support, Product, Engineering and Sales to deliver durable solutions, monitor NPS, and ensure high levels of customer satisfaction while pursuing strong retention and expansion across your book.