Client Success Manager - Digital Payments

About the role

A 12-month on-site contract for a Shared Client Success Manager in Karachi, Pakistan. The role delivers scalable, high-quality support to a long-tail client portfolio through a one-to-many engagement model, managing client inquiries, supporting onboarding and implementation readiness, promoting adoption of solutions and self-service tools, handling escalations and helping optimise client performance.

Key responsibilities

• Support pre-sales, new deals and RFPs, and provide onboarding assistance from the first sales engagement through implementation, validating operational readiness and acting as an escalation point for implementation issues.
• Support adoption campaigns, promote self-service and AI support tools, identify client pain points and partner with regional teams on targeted outreach.
• Manage client queries through a shared mailbox or case queue, resolve them end to end, and escalate complex matters or major incidents to the right teams.
• Deliver client orientation, training and regional webinars, track operational waivers, expiring certificates and opt-outs, and support outreach for clients with recurring operational incidents.
• Oversee standardised behavioural fee reporting, run health checks and optimisation campaigns, and generate interest in paid optimisation engagements.

Required profile

• Bachelor's degree in Finance, Economics, Business Administration, Computer Science, Information Technology or a related field (Master's preferred).
• Previous experience in Banking, Digital Payment and Card solutions or the FinTech industry.
• Regional experience in a fast-paced matrix organisation.
• Excellent written, verbal and presentation English.

Required skills

• Client success, issue resolution and stakeholder coordination across Sales, product, technical and operational teams.
• Ability to manage multiple clients and cases in a high-volume shared-service environment.
• Preferred: client success, account management, payments, banking, fintech or consulting experience; CRM or case-management tool use; client onboarding and service optimisation experience.