Customer Success Manager (Digital Health /SaaS)

We’re seeking a Customer Success Manager to lead our Customer Success team, manage post-sale relationships, and ensure our clients (doctors, clinics, hospitals, pharmacies and labs) achieve full value from the platform. This role requires a strategic thinker who can lead onboarding, support retention, mentor team members, and serve as the bridge between customers and product teams.

Key Responsibilities

• Own the entire customer lifecycle from onboarding to retention and upsell.
• Coordinate onboarding processes: training, implementation checklists, initial data setup.
• Act as the main point of contact for key clients, ensuring satisfaction and adoption.
• Monitor client health (usage data, feedback, issues) and proactively prevent churn.
• Collaborate with product and support teams to address client needs and improve services.
• Oversee support tickets, escalations, and ensure resolution SLAs are met
• Mentor and manage a small team of Customer Success Executives
• Prepare monthly reports: onboarding progress, churn risks, client feedback, upsell opportunities
• Drive customer engagement with new features, modules, and services
• Build long-term relationships with client stakeholders (hospital admin, doctors, etc.)
• Manage renewal and upgrade conversations in coordination with Sales team

Requirements

• 5–7 years of experience in Customer Success, Account Management, Implementation, or Client Services (preferably in SaaS, software, or healthcare tech)
• Excellent verbal and written communication skills in English & Urdu
• Strong problem-solving, conflict resolution, and relationship-building abilities
• Familiar with onboarding, training, and usage adoption for software tools
• Experience with hospitals, clinics, EMR systems, or B2B SaaS is a strong plus
• Strong leadership and people management skills
• Tech-savvy and capable of understanding software workflows and configurations
• Detail-oriented with a data-driven mindset

Education

• Bachelor’s degree required (BBA, MBA, Health Administration, Computer Science, or related)
• Certification in Customer Success, Project Management, or Healthcare IT is a plus.

Salary & Benefits

Competitive market salary

Monthly performance bonuses (based on retention, onboarding metrics)

Annual performance review with promotion opportunity

Flexible working hours (if needed)

Opportunity to work with a leading healthcare software platform in Pakistan

Job Type: Full-time

Pay: Rs70,000.00 - Rs100,000.00 per month

Work Location: In person