Customer Success Specialist

Established in 2018, we're a UK-founded SaaS company with our team based in Islamabad, Pakistan. Our core product is Engage — a well-established donation management system for the nonprofit sector, covering fundraising, marketing, analytics, communications, and more.

We're a small but growing team (11–20 people) looking for an ambitious & motivated Customer Success Specialist to join us — helping our clients get the most out of our product.

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ABOUT THE ROLE

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You will be working with a small but tightly knit Customer Success team to:

▸ Deliver a smooth, high-quality onboarding experience for new clients

▸ Help existing clients continuously maximise their use of and satisfaction with the product

The role requires excellent written and spoken English and an ability to liaise comfortably with both technical and non-technical stakeholders across multiple geographies.

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RESPONSIBILITIES

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▸ Handle the onboarding process for new clients, from requirements capture to go-live

▸ Capture detailed business requirements directly from client stakeholders

▸ Manage data cleansing and migration workstreams safely and securely

▸ Conduct regular check-ins and business reviews to drive product adoption and client satisfaction

▸ Brief senior leadership on project progress and key decisions

▸ Build and maintain strong client relationships as their primary point of contact

▸ Act as the voice of the client internally, feeding back insights to drive product improvements

▸ Monitor client usage and engagement to proactively identify issues or opportunities

▸ Deliver training sessions to ensure clients are effectively using the product

▸ Identify and implement process improvements and best practices

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REQUIREMENTS

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▸ 2+ years of experience in a similar customer success, onboarding or implementation role

▸ Comfortable working with APIs and databases (training provided on our specific systems)

▸ Experience with CRM systems (Salesforce, Dynamics, etc.) preferred

▸ Excellent written and verbal communication skills

▸ Strong stakeholder management and the ability to produce clear, accurate documentation

▸ Experience in the not-for-profit sector is advantageous but not essential — training will be provided

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BENEFITS

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▸ Competitive salary: £650–£950/month (experience dependent), paid in GBP

▸ Professional development budget

▸ A key role at the heart of the company

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WORK MODE

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Hybrid — with an initial period based in our G11 office (Islamabad).

Working hours:

This role requires flexibility in both directions. You may need to join calls outside local hours to work across UK and international time zones, and to respond when priorities demand it. We take work/life balance seriously and will always try to give back what we ask for.

We're a value-led organisation that genuinely cares about the mission behind the work. If you're passionate about helping clients succeed and want to make a real difference in the nonprofit space, we'd love to hear from you.