Assistant Manager – Customer Success (Female)

Job Title: Assistant Manager – Customer Success Department: Customer Success Location: Bahria Town Phase 4, Rawalpindi Job Type: Full-Time | Onsite Working Hours: 6:00 PM – 2:30 AM Schedule: Alternating Saturdays Salary: PKR 180,000 – 200,000 per month Transport: Company-Provided Gender Requirement: Female Candidates Only Job Overview We are hiring a results-driven Assistant Manager – Customer Success to lead and support customer operations, team performance, and service delivery excellence. This role is ideal for professionals with strong experience in customer success, client relationship management, team leadership, and operations management . You will play a key role in ensuring customer satisfaction, retention, and operational efficiency , while driving team accountability, structured processes, and continuous improvement. Key Responsibilities Customer Success & Relationship Management Build and maintain strong relationships with clients to ensure customer satisfaction and retention Proactively identify service risks, red flags, and escalation points Handle customer escalations and critical conversations professionally Team Management & Leadership Supervise day-to-day activities of the Customer Success team Ensure team accountability, responsiveness, and service quality Coach and mentor team members on communication, ownership, and professionalism Support performance evaluations, onboarding, and team development Operations & Process Management Ensure accurate maintenance of: Customer health updates Meeting minutes Action trackers Internal notes and documentation Monitor adherence to service standards, processes, and KPIs Drive process improvements to enhance efficiency and consistency Coordination & Execution Collaborate with internal teams to ensure timely issue resolution Maintain strong follow-up on pending tasks, action items, and commitments Ensure smooth execution of customer-facing operations Required Skills & Competencies Strong team management and leadership skills Excellent customer relationship management and communication Ability to handle escalations and high-pressure situations Strong organizational skills and attention to detail Proficiency in reporting, tracking, and process monitoring High level of ownership, accountability, and follow-through Strong command of tools like Zoom, Microsoft Teams, Outlook, and collaboration platforms Qualifications & Experience Bachelor's degree in Business Administration, Management, Communications, or related field 5–7 years of experience in: Customer Success Client Services Account Management Operations Proven experience in team leadership and service delivery management Performance Metrics (KPIs) Customer satisfaction and retention rates Reduction in service risks and escalations Team performance, accountability, and communication quality Accuracy in reporting, documentation, and tracking systems Contribution to process improvement and operational excellence What We Offer Competitive salary: PKR 180K – 200K Company-provided transport Professional and structured work environment Leadership role with career growth opportunities Exposure to high-impact customer success operations