Client Success Manager

About the role

Build informed, dependable client relationships throughout the delivery engagement. The Client Success Manager will understand client priorities, coordinate onboarding and reviews, maintain an accurate account record and help resolve concerns with the appropriate specialists. The role focuses on communication, account health and continuity: making sure clients understand the work, the team understands client context, and issues or changing needs receive a clear response.

What you’ll own

• Coordinate the transition into delivery, confirm client objectives, stakeholders and agreed scope, and make sure relevant context and outstanding questions reach the responsible specialists.
• Guide onboarding requirements and access requests through approved channels, tracking missing information and explaining its purpose without requesting permissions beyond the needs of the engagement.
• Maintain account records of priorities, decisions, feedback and commitments, keeping client context available to delivery colleagues and checking that responsibilities are understood.
• Prepare and facilitate client check-ins and review conversations, assembling accurate updates with specialists and documenting decisions, questions and follow-up actions after each discussion.
• Assess account health through delivery context, client feedback and unresolved concerns, raise risks with the appropriate owner, and coordinate a practical response with clear accountability.
• Handle questions and complaints with care, establish the facts before promising a remedy, and follow through so that clients understand the next action and the person responsible.
• Identify evolving needs and renewal considerations, coordinate any scope discussion with authorised colleagues, and organise orderly handovers or offboarding with clear records and agreed access changes.

What we’re looking for

• Experience managing client relationships in services or technology, with examples of onboarding, review conversations, issue resolution and collaboration with delivery specialists.
• Clear spoken and written English, careful listening and the ability to explain specialist updates in business language while preserving important limitations and unresolved questions.
• Strong account organisation using a CRM, project tool or comparable system, including recording commitments, tracking follow-up and keeping stakeholder information accurate and relevant.
• The judgment to distinguish a client concern, delivery issue and scope change, then involve the right owner without making unsupported promises about timing or results.
• Comfort reading service reports and performance summaries, checking unclear information with specialists and preparing concise review materials that connect activity to the client's stated priorities.

Useful, but not essential

• Experience supporting ecommerce, digital marketing or web-service accounts, with an understanding of common client questions about delivery, measurement and implementation responsibilities.
• Experience improving onboarding, client-feedback or account-review processes, with examples of changes that made responsibilities and next steps easier for clients to understand.

What good work looks like

• Clients and delivery colleagues share a clear understanding of priorities, commitments and the decisions needed to move the engagement forward.
• Account concerns are documented, assigned and followed through, with communication that is accurate, respectful and appropriate to the issue.
• Reviews, transitions and scope discussions preserve useful context, and account records support continuity when responsibilities or client needs change.

Benefits for employees

A benefits package that supports health, learning and life outside work.

• ↗Health insurance
• ↗Provident fund
• ↗Quarterly bonus
• ↗Fuel allowance
• ↗Gym allowance
• ↗Paid courses and certifications
• ↗Monthly work-from-home days
• ↗Yearly company trip

HR can explain eligibility, coverage, allowance amounts and policy details for this role.

Our Lahore office

Make your next move.

Email your CV to [email protected] with Client Success Manager – Your name in the subject. Include your location, available start date and availability for the stated hours.

• Include your CV and an example of a client relationship you managed, explaining the client's needs, your responsibilities and how you handled a significant concern.
• If available, share an existing anonymised onboarding checklist, account-review outline or client communication example. Remove confidential information and explain its context.

Share existing work you have permission to use, with confidential details removed.