Customer Success Manager
Mammoth-AI
Date: 2 weeks ago
City: Lahore
Contract type: Full time
We're looking for a Customer Success Manager to own the post-sales journey for our enterprise customers — from onboarding through renewal and expansion. You'll be the trusted advisor for stakeholders ranging from QA Engineers to CIOs and CTOs, driving adoption, retention, and growth across a portfolio of strategic accounts.
Key Responsibilities
Client Retention (GRR/NRR), Client Satisfaction, Account Health, Renewal Rate, Expansion Revenue, CSAT/NPS, and Customer/Client Engagement.
Key Responsibilities
- Account Ownership — Manage a portfolio of enterprise customers as their primary point of contact throughout the lifecycle.
- Onboarding — Lead implementation kickoffs, define success milestones, and drive fast time-to-value.
- Adoption & Health — Monitor customer engagement, satisfaction, and account health, run QBRs, and proactively address at-risk accounts to reduce churn.
- Executive Relationships — Build trust with senior stakeholders (CIOs, CTOs, VPs) and communicate ROI through business reviews.
- Renewals & Expansion — Partner with Sales to drive renewals, upsells, and cross-sell opportunities.
- Voice of the Customer — Capture customer feedback and feature requests, feeding relevant insights into internal teams and service offerings.
- Cross-Functional Collaboration — Work closely with Sales, Delivery, Engineering, Product, and Support teams to ensure efficient issue resolution and successful client outcomes.
- Client Advocacy — Develop strong client relationships and secure references, case studies, and testimonials.
- 3–4+ years of experience in Customer Success, Account Management, Client Success, or a related client-facing role.
- Mandatory: Prior experience working in a software services, IT services, technology consulting, staff augmentation, managed services, QA/testing services, or custom software development company.
- Demonstrated experience managing B2B and enterprise-level clients within a services-based business model.
- Experience managing client relationships involving custom software development, software testing/QA, technology consulting, staff augmentation, managed services, or other technology service delivery models.
- Candidates whose experience is exclusively or primarily limited to product-based companies should not be considered unless they have substantial experience in a services-based technology environment.
- Proven experience working with enterprise-level customers/accounts.
- Strong stakeholder management and executive communication skills, with the ability to build relationships with senior decision-makers, including CIOs, CTOs, and VPs.
- Strong understanding of customer lifecycle management, client retention, and account growth within a B2B technology services environment.
- Excellent project management, organizational, and cross-functional coordination skills.
- Bachelor's degree in Business, Computer Science, Engineering, or a related field (preferred).
- Background in AI solutions, software testing/QA, DevOps, custom software development, technology consulting, or enterprise technology services.
- Experience working with enterprise clients and long-term service engagements.
- Familiarity with tools like Salesforce, HubSpot, Gainsight, Jira, or similar CS/CRM and project management platforms.
Client Retention (GRR/NRR), Client Satisfaction, Account Health, Renewal Rate, Expansion Revenue, CSAT/NPS, and Customer/Client Engagement.
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