Customer Success Manager

Arpatech (Pvt) Ltd is looking for an experienced Customer Success Manager to build strong client relationships, ensure high levels of customer satisfaction, and drive account growth. The ideal candidate will work closely with clients, engineering teams, finance, and senior management to ensure seamless service delivery, identify growth opportunities, and support long-term partnerships.

Key Responsibilities:

• Develop a strong understanding of the company’s service offerings for each client and proactively assist in developing Statements of Work (SOWs) covering all aspects of contracts.
• Manage and execute client success strategies to nurture and grow existing customer accounts.
• Lead customer success initiatives to ensure high levels of client satisfaction, loyalty, and long-term partnerships.
• Coordinate with engineering and technical teams to ensure a smooth client onboarding experience.
• Act as the primary point of contact between clients and internal teams, ensuring clear communication and timely updates on issues or escalations.
• Resolve customer issues or concerns by coordinating with relevant internal teams.
• Conduct NPS (Net Promoter Score) surveys and customer feedback programs periodically as defined in company SOPs.
• Lead Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) to identify operational improvements and strengthen client relationships.
• Prepare weekly and monthly reports on client satisfaction, risks, concerns, opportunities, and achievements.
• Work closely with the finance team on monthly invoicing and resolve billing-related concerns.
• Advocate for customers during support incidents and ensure timely communication and resolution.
• Collaborate with senior management to align customer success initiatives with sales strategies and company-wide growth objectives.

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field; MBA preferred.
• Minimum 6+ years of experience in client success, account management, or customer relationship management.
• Proven track record of cross-selling, upselling, and managing long-term client relationships.
• Strong understanding of sales engineering practices and experience supporting technical sales teams.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical, problem-solving, and strategic thinking abilities.
• Demonstrated commitment to ethical business practices, integrity, and collaboration.

Location: Karachi - Onsite

Job Type: Full-time

Work Location: In person