Customer Success Manager (US Clients)

About the role

A certified US-based digital marketing agency is hiring a Customer Success Manager to own day-to-day communication and delivery tracking for a portfolio of US clients. The agency trains you on its services, systems and workflows, and expects you to take ownership of your accounts within the first few weeks. The role is onsite and full time in Lahore, with work hours Monday to Friday, 5:00 PM to 2:00 AM PKT.

Key responsibilities

• Proactive weekly communication with every client, so updates arrive before they are asked for.
• Run monthly marketing report calls on video, presenting the numbers clearly and answering questions in plain English.
• Perform a self-check on every deliverable before it reaches a client.
• Coordinate deliverables across internal teams and keep commitments dated, owned and on schedule.
• Support onboarding calls by gathering access, requirements and expectations.
• Spot genuine upsell opportunities, raise them with CS leadership and help present them to the client; successful upsells earn bonuses after 6 months.
• Log every client concern, request and risk signal in the systems the same day.
• Keep clients engaged between reports and flag at-risk accounts to leadership within 24 hours of noticing a signal.
• Create, assign, update and track all tasks in the project management system.

Required profile

• 3+ years in Customer Success, including at least 2 years with US-based clients.
• Bachelor's degree in Business Administration, Marketing, Communications or a related field.
• Working knowledge of digital marketing (paid ads, SEO, websites) and performance numbers; no need to have run campaigns yourself.
• Excellent written and spoken English, comfortable on video calls with US business owners.
• Reliable availability during US Eastern business hours and responsiveness outside hours for urgent matters.
• High ownership, attention to detail and a habit of staying current on digital marketing trends.
• A plus: a valid visa to travel to the USA occasionally.

Required skills

• Digital marketing basics: paid ads, SEO, websites, funnels, KPIs and campaign reporting.
• CRM management and performance-driven communication.
• Fluency in English and clear data presentation.

What we offer

• Paid time off and health insurance.
• Competitive salary.
• Upsell bonuses, eligibility starting after 6 months.