Customer Success Specialist - Digital Marketing Services

About the role

iTitans, an IT and digital solutions company with a global presence, is looking for a proactive, client-focused and revenue-driven Customer Success Specialist in Lahore. The role manages existing client relationships, improves client retention and drives account growth through upselling and cross-selling of digital marketing services. The position is on-site during night shifts from 6:00 PM to 3:00 AM, aligned with US business hours.

Key responsibilities

• Serve as the primary point of contact for assigned clients, conduct regular check-ins and keep clients informed on campaign progress, service updates and deliverables.
• Develop retention strategies, monitor satisfaction and account health, handle complaints and manage renewals to reduce churn.
• Identify and pursue upselling and cross-selling opportunities, present service recommendations and meet assigned revenue and account-growth targets.
• Understand the agency's services (SEO, Google Ads/PPC, social media marketing, website development, local SEO) and coordinate with internal teams on client requirements.
• Maintain client records, renewal dates and follow-ups in the CRM, track retention and revenue metrics, and prepare regular updates on account performance.

Required profile

• 3-4 years of experience in customer success, client retention, account management or a similar client-facing role; proven upselling, cross-selling or revenue-growth experience is highly preferred.
• Excellent spoken and written English, with strong relationship-building, negotiation and problem-solving skills.
• Confidence in client calls, handling objections and managing difficult conversations.
• Basic understanding of digital marketing services such as SEO, PPC, social media marketing and website development.
• Experience with US-based or other international clients is preferred.
• Willingness to work on-site during night shifts and to undergo a background check with a previous employer.

Required skills

• Familiarity with CRM systems, client account management and performance reporting.
• Strong organisational skills and ability to manage multiple client accounts at once.

What we offer

• Competitive basic salary and performance-based commission and incentives.
• Earnings growth through successful upselling and account growth.
• Professional training and career development.
• A collaborative, performance-driven work environment.

To apply, send an updated CV to the company's HR team with the subject line Customer Success Specialist ITD.