SMB Customer Success Manager (Internal Candidates)

WellnessLiving; Zone IV; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

WellnessLiving in Islamabad, Pakistan, invites applications for the SMB Customer Success Manager role. You will own a portfolio of small and mid-sized business accounts, driving retention, value, and satisfaction while coordinating with cross-functional teams.

You will implement AI-generated playbooks, automate workflows, and use data signals to prioritize actions, reduce churn, and identify upsell opportunities within your book of business.

Qualifications

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

Responsibilities

• Own and resolve complex customer issues end-to-end with professionalism and urgency.
• Drive retention and churn risk management across the portfolio.
• Use AI-assisted escalation triage to prioritise issues and reduce time-to-resolution.
• Maintain accurate CRM records and coordinate with cross-functional teams.

Skills

Customer success

Retention

Escalation management

Data analysis

CRM proficiency

Communication

AI fluency

Portfolio management

Tools

Zoho CRM

Jira

Microsoft Office

Job description

Road GLC-04, Business Park IBECHS (Zone-IV)

SMB Customer Success Manager (Internal Candidates) at WellnessLiving

Location: Plot No. 4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, Islamabad, Pakistan
Employment Type: Full-time, Permanent | Reporting To: Senior Manager, Customer Success
Compensation: Competitive

About the Role

The SMB Customer Success Manager is a high-velocity role built for scale. You will own a portfolio of small and mid-sized business accounts and are expected to drive consistent customer value, retention, growth, account health, and customer satisfaction while managing escalations with professionalism and urgency.

You will own defined NRR and GRR targets and be accountable for improving save rates, NPS, overall portfolio health, product adoption, and appropriate upsell and cross-sell opportunities.

This role requires the ability to implement and execute established Customer Success processes, AI-generated playbooks, automated workflows, and scalable engagement programs while stepping in directly when customers require personalized support. You are expected to use available data, predictive AI signals, and established playbooks to prioritize your portfolio, proactively address customer needs, and ensure consistent execution across your book of business.

What You Will Own

• Own and resolve complex or high-priority customer issues end-to-end, from first contact through resolution, with professionalism, urgency, and clear communication.
• Manage cancellation and churn-risk requests end-to-end by understanding customer concerns, identifying root causes, presenting appropriate solutions, and negotiating outcomes designed to retain and strengthen the relationship.
• Drive strong save-rate performance by consistently executing established retention playbooks and taking timely action on churn risks.
• Use AI-assisted escalation triage to prioritize issues and take appropriate action quickly, reducing time-to-resolution across your portfolio.
• De-escalate challenging situations with empathy and confidence and work to rebuild customer trust when issues arise.
• Partner cross-functionally with Support, Product, Engineering, and other teams to implement durable solutions and prevent repeat escalations.
• Identify recurring patterns across escalations and retention cases and provide actionable customer feedback to leadership and relevant internal teams.
• Maintain clear ownership and follow-through until the customer issue or retention case has been fully addressed.
• Own the overall health, retention, engagement, and customer experience of your assigned portfolio of accounts.
• Use predictive AI signals, health scores, customer sentiment, platform usage, NPS, and lifecycle indicators to prioritize accounts requiring attention.
• Proactively identify at-risk accounts and take appropriate action before customer concerns develop into cancellation or churn.
• Conduct root cause analysis to understand underlying customer concerns and execute the appropriate retention, adoption, or engagement playbook.
• Implement established AI-generated playbooks and automated workflows to improve account health, product adoption, engagement, and retention.
• Monitor portfolio health consistently and ensure appropriate tasks, follow-ups, and customer actions are completed within established timelines.
• Coordinate with Support, Product, Sales, and other internal teams to ensure appropriate visibility and action on high-risk or high-value accounts.

NPS & Customer Satisfaction

• Monitor NPS across your portfolio and proactively engage detractors and passives to understand the reasons behind their feedback.
• Conduct appropriate follow-up with customers, identify root causes of dissatisfaction, and implement the relevant engagement or recovery playbook.
• Take proactive actions designed to improve customer satisfaction, strengthen relationships, and positively influence NPS over time.
• Ensure NPS follow-up tasks and required customer outreach are completed within established timelines.
• Capture customer feedback accurately and share recurring themes or product concerns with the appropriate internal teams.

Scalable Engagement & AI-Generated Playbooks

• Implement and execute established customer engagement programs, including digital check-ins, lifecycle communications, automated customer journeys, and other scalable engagement initiatives.
• Use generative AI and approved AI-generated playbooks to deliver relevant and personalized customer communications, including check-ins, usage-based recommendations, retention outreach, and renewal engagement.
• Implement established account review processes and reports using approved templates, data, and automation.
• Monitor platform usage and engagement signals to identify customers who are underutilizing features that could improve their outcomes and execute the appropriate adoption playbook.
• Actively use the team's established AI prompt library, AI-generated playbooks, and recommended actions to prepare customer communications, analyze account situations, and determine appropriate next steps.
• Follow established automation and engagement processes consistently while providing feedback to leadership when operational improvements are identified.

Retention, Adoption & Growth

• Own defined NRR and GRR targets within your portfolio and remain accountable for retention and expansion outcomes.
• Drive product adoption by identifying underutilized functionality and connecting relevant WellnessLiving capabilities to the customer's business needs and desired outcomes.
• Implement AI-generated and automated plays designed to improve platform adoption, engagement, retention, and product stickiness.
• Identify upsell and cross-sell opportunities based on customer needs, platform usage, business requirements, and opportunities to deliver additional value.
• Initiate appropriate upsell and cross-sell conversations by connecting relevant products, features, or add-ons to demonstrated customer needs and business outcomes.
• Clearly communicate the value of WellnessLiving in terms that matter to each customer's business.
• Build strong customer relationships by understanding customer needs, addressing underlying concerns, and consistently demonstrating value throughout the customer lifecycle.

Data, CRM & Task Hygiene

• Maintain accurate, complete, and up-to-date account records in Zoho CRM to ensure full visibility into customer health, activity, risks, opportunities, and outcomes.
• Maintain strong task hygiene by reviewing, prioritizing, updating, and completing assigned tasks within established timelines.
• Ensure customer interactions, escalations, NPS follow-ups, retention efforts, account reviews, upsell and cross-sell opportunities, and key outcomes are documented accurately.
• Use account data, customer sentiment, health indicators, predictive AI signals, and AI-generated insights to determine appropriate actions and execute established playbooks.
• Ensure no required customer follow-up or account action is missed and maintain clear next steps across the portfolio.
• Follow established Customer Success documentation and CRM processes consistently to support accurate reporting and cross-functional visibility.

What Success Looks Like

• Strong save-rate performance is achieved through consistent retention execution, timely intervention, and effective negotiation.
• Escalations and retention cases are handled quickly, professionally, and completely, with clear ownership and follow-through.
• NRR and GRR targets are met or exceeded within your portfolio.
• At-risk accounts are identified early through predictive signals, health indicators, and established playbooks rather than becoming unexpected cancellations.
• Your portfolio demonstrates improving overall account health, customer engagement, product adoption, and satisfaction.
• NPS trends improve through consistent follow-up, root cause identification, and effective customer engagement.
• Upsell and cross-sell opportunities are identified and pursued where additional WellnessLiving solutions can provide meaningful customer value.
• Established AI-generated playbooks, workflows, and engagement programs are implemented consistently across the portfolio.
• CRM records and tasks are complete, current, and accurately reflect account activity, health, risks, opportunities, and next steps.

Qualifications

• Minimum 4 years of experience working in a call center or similar environment.
• At least 2 years of experience with customer success and retention.
• Proven success in a fast-paced, customer-focused environment.
• A passion for building customer loyalty through consultative relationship building.
• Solution-oriented approach to problem solving.
• Highly organized and detail oriented.
• Strong communication, selling, and negotiation skills.
• Active listening skills to quickly decipher customer needs and offer solutions.
• Ability to build rapport with customers.
• Proficient with Microsoft Office Suite, Zoho CRM, and Jira.
• SaaS industry experience and relevant certifications considered assets.

Hard Skills

• Retention: Proven ability to manage churn risk, execute retention strategies, negotiate outcomes, and drive strong save-rate performance.
• Escalation management: Skilled at de-escalation, end-to-end issue ownership, root cause identification, and driving fast, durable resolution while maintaining professionalism under pressure.
• Customer Success execution: Experience executing structured customer engagement programs, lifecycle communications, account reviews, retention initiatives, and established playbooks.
• Data analysis and insight generation: Comfortable interpreting health scores, NPS, usage patterns, customer sentiment, and churn signals to prioritize action.
• Technical proficiency: Comfortable using CRM systems, analytics dashboards, AI-powered Customer Success tools, and established automation.
• Commercial awareness: Able to identify retention, upsell, and cross-sell opportunities and connect relevant solutions to customer needs and business outcomes.
• Business acumen: Understands SMB customer business models and can connect platform value to the outcomes that matter most to small and mid-sized operators.
• Communication excellence: Clear, confident communicator who can tailor messaging to the customer and communicate effectively across written and live interactions.

Soft Skills

• Resilience under pressure: Stays calm, solution-oriented, and consistent in a high-velocity and high-escalation environment.
• Portfolio management: Effectively prioritizes customer needs, tasks, escalations, and opportunities across a portfolio of accounts.
• Process orientation: Consistently follows established playbooks, workflows, processes, and documentation requirements.
• Accountability: Takes ownership of customer outcomes, assigned tasks, follow-ups, and commitments through completion.
• Relationship building: Builds trust across a diverse customer base and understands when direct personal engagement is required.
• Empathy and emotional intelligence: Reads customer sentiment accurately and responds appropriately, particularly in de-escalation, retention, and customer recovery situations.
• Growth mindset: Continuously learns, adapts to new tools and processes, incorporates customer feedback, and shares relevant insights with the team.

AI Fluency

• Actively uses AI tools to manage account workload, including portfolio prioritization, communication drafting, account summaries, customer research, and churn-risk analysis.
• Uses predictive AI signals and AI-assisted triage to identify accounts and customer situations requiring attention.
• Effectively implements and executes approved AI-generated playbooks, prompts, workflows, and recommended actions established by the Customer Success organization.
• Uses approved generative AI tools and prompt libraries to improve the quality, personalization, and efficiency of customer engagement.
• Comfortable adopting and executing new AI-enabled tools, workflows, and playbooks as they are introduced into Customer Success operations.
  

Please note that those who meet the qualifications for the position will be contacted directly.

We appreciate you taking the time and look forward to reviewing your application.

WellnessLiving is an equal-opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate's qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.