Assistant Manager – Customer Success

Job Title: Assistant Manager Customer Success

Department: Customer Success
Location: Bahria Town Phase 4 Rawalpindi
Job Type: Full-Time Onsite
Working Hours: 6:00 PM 2:30 AM
Schedule: Alternating Saturdays
Salary: PKR per month
Transport: Company-Provided
Gender Requirement: Female Candidates Only

Job Overview

We are hiring a results-driven Assistant Manager Customer Success to lead and support customer operations team performance and service delivery excellence. This role is ideal for professionals with strong experience in customer success client relationship management team leadership and operations management.

You will play a key role in ensuring customer satisfaction retention and operational efficiency while driving team accountability structured processes and continuous improvement.

Key Responsibilities

Customer Success & Relationship Management

• Build and maintain strong relationships with clients to ensure customer satisfaction and retention
• Proactively identify service risks red flags and escalation points
• Handle customer escalations and critical conversations professionally

Team Management & Leadership

• Supervise day-to-day activities of the Customer Success team
• Ensure team accountability responsiveness and service quality
• Coach and mentor team members on communication ownership and professionalism
• Support performance evaluations onboarding and team development

Operations & Process Management

• Ensure accurate maintenance of:
  • Customer health updates
  • Meeting minutes
  • Action trackers
  • Internal notes and documentation
• Monitor adherence to service standards processes and KPIs
• Drive process improvements to enhance efficiency and consistency

Coordination & Execution

• Collaborate with internal teams to ensure timely issue resolution
• Maintain strong follow-up on pending tasks action items and commitments
• Ensure smooth execution of customer-facing operations

Required Skills & Competencies

• Strong team management and leadership skills
• Excellent customer relationship management and communication
• Ability to handle escalations and high-pressure situations
• Strong organizational skills and attention to detail
• Proficiency in reporting tracking and process monitoring
• High level of ownership accountability and follow-through
• Strong command of tools like Zoom Microsoft Teams Outlook and collaboration platforms

Qualifications & Experience

• Bachelors degree in Business Administration Management Communications or related field
• 57 years of experience in:
  • Customer Success
  • Client Services
  • Account Management
  • Operations
• Proven experience in team leadership and service delivery management

Performance Metrics (KPIs)

• Customer satisfaction and retention rates
• Reduction in service risks and escalations
• Team performance accountability and communication quality
• Accuracy in reporting documentation and tracking systems
• Contribution to process improvement and operational excellence

What We Offer

• Competitive salary: PKR 180K 200K
• Company-provided transport
• Professional and structured work environment
• Leadership role with career growth opportunities
• Exposure to high-impact customer success operations