Assistant Manager – Customer Success (Female)

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 180,000 – 200,000 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 ResponsibilitiesCustomer 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

• Bachelor's degree in Business Administration, Management, Communications, or related field
• 5–7 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

Job Type: Full-time

Pay: Rs180,000.00 - Rs200,000.00 per month

Work Location: In person