Devsinc is seeking a Customer Success Manager to join our dynamic team in Lahore. This role is perfect for individuals passionate about ensuring customers receive exceptional service and that their experience aligns with the success of our software solutions. If you have experience in account management, customer success, or business development, and you are driven by customer engagement and relationship building, then this role is for you!

You will work closely with various teams across Devsinc, including sales, marketing, and product, to ensure that our customers not only achieve success with our solutions but also have an experience that drives customer loyalty, retention, and growth.

Key Responsibilities:

Customer Engagement:

Serve as the primary point of contact for 15-20 customers, addressing their inquiries, resolving issues, and offering guidance on software usage and best practices.
Ensure customers achieve their desired outcomes through Devsinc’s products and services, providing ongoing support and proactive solutions.
Collaborate with internal teams such as Sales Operations, Product Development, and Marketing to improve the overall customer experience and streamline operations.

Customer Success Execution:

Develop and execute strategies aimed at increasing Customer Satisfaction (CSAT), reducing churn, and maximizing customer lifetime value (CLV).
Build strong, trusted relationships with customers and advocate for their needs within the company.
Serve as a consultant and thought partner to customers, providing regular check-ins and guidance to foster a deep and lasting partnership.

Software Delivery Coordination:

Work directly with Cluster Heads, Development, QA, and Deployment teams to ensure smooth and successful software delivery to customers.
Ensure project timelines and deliverables align with customer expectations, making adjustments where necessary to guarantee satisfaction.

Market and Customer Insights:

Utilize HubSpot as the core tool for managing customer workflow, maintaining accurate records of interactions, feedback, and project status.
Collect and analyze customer feedback to identify trends and areas for improvement within the product or service offerings.
Deliver actionable insights to the team to inform product development and help refine service delivery.

Service and Product Alignment:

Work closely with internal teams to ensure the offerings meet customer needs and align with company goals.
Provide insight into product development by ensuring client expectations are reflected in deliverables, advocating for the incorporation of customer feedback to improve future iterations of products or services.

Revenue Optimization and Renewals:

Identify upselling and cross-selling opportunities through ongoing customer communication and needs assessment.
Assist in managing the renewal process, working to ensure high rates of customer retention, net dollar retention, and overall client expansion.

Qualifications & Skills:

Experience:
- A minimum of 6 years experience in Account Management, Customer Success, Business Development, Pre-sales, or similar customer-facing roles.
Education:
- Bachelor’s degree in Business Administration, Marketing, or a related field.
Communication & Interpersonal Skills:
- Excellent written and verbal communication skills with the ability to articulate complex ideas clearly and concisely to customers and internal teams.
- Strong presentation skills to engage stakeholders at various levels.
Relationship Building:
- Proven ability to build strong relationships, trust, and rapport with customers and internal teams.
Project Management:
- Highly organized, able to manage multiple projects and customers simultaneously with an emphasis on prioritization and time management.
Collaborative Nature:
- Strong ability to work cross-functionally with Sales, Marketing, Product Development, and Software Development teams, ensuring customer needs are aligned with company goals and initiatives.
Customer-Facing Skills:
- Specialized client-facing skills with a focus on strategic account management and customer advocacy.

Benefits:

Competitive Salary: We offer a salary that reflects your experience and contributions.
Professional Development: Opportunities for continuous growth and learning.
Health Benefits: Comprehensive medical, dental, and vision coverage for employees.
Work Culture: Be part of a supportive and high-energy team that celebrates success together.
Work-life Balance: We prioritize flexibility, helping you maintain balance and focus in both your professional and personal life.

Application Instructions:

Interested candidates should submit their CV along with relevant work experience, qualifications, and certifications to the email address provided or apply directly online through our website. Please make sure your CV highlights relevant experience in customer success and relationship management.

Email for applications: careers@devsinc.com
To apply online or learn more about the role, visit: www.devsinc.com

Author
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Asad Hameed

Asad Hameed is an inspiring professional who advanced from salesman to Managing Director of a renowned print media company with 200 employees in just eight years. His journey reflects his ability to align personal skills and education with career goals, showcasing exceptional dedication and strategic growth. Asad’s expertise lies in helping others unlock their potential, craft impactful job applications, and achieve success. His story serves as a guide for professionals striving to excel in competitive industries.

Customer Success Manager