Customer Success Executive

About the role

Primodialler, founded in 2015 and providing dialer, VoIP and telecom solutions to businesses and contact centers, is growing its Customer Success team in Lahore. As a Customer Success Executive you will look after a portfolio of more than 50 customers worldwide and be their main point of contact, keeping accounts healthy, spotting risks early and helping them get more value from the product. This is a relationship and account role rather than frontline technical support.

Key responsibilities

• Own your portfolio: hold regular check-ins with 50+ global customers on their dialing goals, usage and business plans.
• Keep accounts healthy by performing regular health checks, reviewing traffic and acting quickly when usage drops.
• Protect retention by running recovery and reactivation plans for at-risk and inactive accounts.
• Spot growth opportunities, log them in the CRM and hand them to Account Managers.
• Escalate requests to the right team, proactively raise major issues and keep customers updated with realistic timelines.
• Share account challenges in weekly team case reviews to improve playbooks.

Required profile

• 2-3 years of experience in customer success, account management or another customer-facing role, ideally at a SaaS or telecoms company.
• Excellent written and spoken English; able to present results to customers and follow up internally until issues are resolved.
• Strong relationship skills with people at all levels, good organization and a calm approach under pressure.
• A quick learner who picks up new tools and technical concepts fast.

Required skills

• Confident with Excel, Word and PowerPoint.
• Comfortable working in a CRM.
• Nice to have: knowledge of the telecoms, VoIP or contact-center dialer industry.