About the job Client Success Manager | Lahore| Onsite| PKR Salary
About the job Client Success Manager | Lahore| Onsite| PKR Salary
About the Client:
A leading Company Delivering Innovative Laboratory Automation Solutions.
Job Summary: CSM
The Client Success Manager (CSM) is the primary point of contact between our clients and internal teams. This role is responsible for ensuring clients are successful, satisfied, and fully supported throughout the lifecycle of their software implementation and ongoing use. The CSM proactively manages relationships, translates client needs into actionable internal requests, and owns client escalations through resolution. Success in this role is measured by client satisfaction, retention, and smooth collaboration between clients and internal teams.
Responsibilities:
- Client Relationship Management
- Serve as the primary liaison between assigned clients and internal teams (Product, Engineering, Support, Sales, etc.)
- Build strong, trusted relationships with client stakeholders
- Understand each client's business goals and ensure software solutions align with those needs
- Conduct regular check-ins, status updates, and business reviews
- Ensure clients are successfully onboarded and fully utilizing the software
- Monitor usage, feedback, and overall satisfaction to proactively identify risks or opportunities
- Advocate for client needs internally and help prioritize feature requests or improvements
- Coordinate training, documentation, and ongoing support as needed
- Own client escalations from start to resolution
- Clearly communicate issues, timelines, and expectations to both clients and internal teams
- Coordinate cross-functional efforts to resolve technical or operational challenges
- Ensure clients feel heard, informed, and supported during high-pressure situations
- Translate client feedback and requirements into clear internal action items
- Work closely with Product and Engineering to communicate client priorities and constraints
- Partner with Sales and Support to ensure a seamless client experience
- Maintain accurate client records, notes, and action items in internal systems
- Serve as the primary liaison between assigned clients and internal teams (Product, Engineering, Support, Sales, etc.)
Qualifications:
- 2–5+ years of experience in Client Success, Account Management, Customer Support, or a similar client-facing role in a software or SaaS environment
- Strong communication skills with the ability to explain technical concepts to nontechnical audiences
- Proven ability to manage multiple client relationships and priorities simultaneously Experience handling client escalations with professionalism and empathy
- Comfortable working cross-functionally and navigating ambiguity
- Ability to remain calm and organized in fast-paced or high-stakes situations
- Strong problem-solving and conflict-resolution skills
- 2–5+ years of experience in Client Success, Account Management, Customer Support, or a similar client-facing role in a software or SaaS environment
Preferred Skills
Must have either laboratory experience or software development experience
High level knowledge of HL7 and ASTM
What Success Looks Like
Clients feel supported, heard, and confident in the software and the company
Issues and escalations are resolved efficiently with clear communication
Strong internal collaboration and minimal friction between teams
High client retention and long-term relationship growth
How We Work
Customer outcomes come first
Clear, respectful communication
Reliability and accountability
- Growth & Compensation Philosophy
- Market competitive compensation
- Growth and experience opportunities
- Benefits package
About HR Ways:
HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world. Join our WhatsApp Channel ttps://whatsapp.com/channel/0029VamSiLr5fM5fMtAdCS2M to stay updated or visit www.hrways.co to know more.