Director of Customer Success- Pakistan

D.Engage is a leading SaaS company dedicated to delivering innovative solutions that drive digital engagement and enhance customer experiences. Our team is passionate about technology and committed to fostering an environment where talent can thrive and grow.

We are seeking a Customer Success Director  in Pakistan. As the Director of Customer Success, you will play a pivotal role in our leadership team, combining your expertise in customer success with a strong background in sales. Your primary responsibility will be to ensure customer satisfaction and loyalty while identifying opportunities for growth and sales. You will lead a dynamic team of customer success professionals, fostering strong relationships with our clients and contributing to our revenue growth through up-selling and cross-selling initiatives. Responsibilities 

• Customer Success Management: Develop and implement strategies to increase product adoption, customer loyalty and retention and enhance customer satisfaction while actively setting and contributing to churn reduction tactics.
• Strategic Planning: Align customer success strategies with overall business goals, contributing to revenue growth and customer base expansion.
• Team Leadership and Development: Recruit, mentor, and manage a customer success team, promoting a culture of excellence and continuous improvement.
• Sales Integration: Utilize your sales experience to identify and capitalize on upselling and cross-selling opportunities within the existing customer base.
• Cross-Functional Collaboration: Work closely with sales, marketing, and product to create and optimize the upsell and cross-sell strategies deployed by the CS team.
• Customer Relationship Management: Coach CS team to establish and maintain strong relationships with key clients, understanding their needs, and ensuring they receive exceptional service.
• Analytics and Feedback: Utilize data and customer feedback to improve service delivery, customer engagement, and satisfaction levels.
• Process Optimization: Continuously review and optimize customer success processes and practices for efficiency and effectiveness.
• Compensation: Draft, implement and optimize compensation plan for the CS team with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement.
• Reporting and Communication: Regularly report on customer success metrics and insights to the leadership team, informing strategic decisions.

Requirements

• Proven experience in customer success, with a background in sales, preferably in a SaaS or technology-related industry.
• Minimum of 9 to 12 years of relevant technical experience, with at least 3 years in a managerial / leadership role.
• Excellent interpersonal and relationship-building skills, with a customer-first mindset.
• Strong analytical abilities and experience using data to inform decisions and strategies.
• Proven track record of achieving or exceeding retention and sales targets.
• Exceptional communication and team management skills.
• Bachelor's degree in Business, Marketing, or a related field; a Master's degree is a plus

Benefits

• Growth Opportunities: Access to professional development and career growth within a rapidly expanding SaaS company.

• Collaborative Culture: Work in a supportive and innovative environment where your contributions are valued.

• Competitive Benefits: Enjoy a comprehensive benefits package.