Associate Customer Success Manager

About the role

This is a hands-on, relationship-first role managing existing accounts across the US and Canada. You will drive product adoption, spot upsell and expansion opportunities, and keep customers renewing and referring. You act as the customer's go-to person, the team's voice of the customer, and a bridge between customers, Sales, Support and Product. The position is onsite in Islamabad, working US business hours.

Key responsibilities

• Account management: manage existing accounts and act as each customer's primary point of contact, run regular check-ins and business reviews with IT leads, administrators and end users, and build relationships with multiple stakeholders per account
• Adoption and onboarding: guide customers from deployment to everyday use of touchscreens and software, spot training and demo needs for OneScreen software and route them to the right team, and track usage and step in early when adoption stalls
• Growth and retention: identify upsell and expansion opportunities such as hardware upgrades and software add-ons, partner with Sales on qualified opportunities and renewals, flag churn risks and lead recovery plans
• Coordination and advocacy: work with Support and Technical teams to resolve escalations, bring customer feedback to Product and gather case studies, references and testimonials
• Data and process: report on portfolio health, adoption and pipeline, and help improve CS playbooks, templates and automation

Required profile

• Bachelor's degree in Engineering, Business Administration or a related field
• Ideally 1-3 years in a customer-facing role; fresh graduates may also apply
• Excellent communication skills
• Confidence running customer calls and check-ins over video
• A genuine interest in technology, enjoying learning how hardware and software work and troubleshooting basic issues
• Storytelling: able to turn a product feature or customer win into a compelling story