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 a Monday to Friday schedule of 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.
• 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.

Required profile

• 3+ years in Customer Success, including at least 2 years with US-based clients (the ad also asks for 4+ years).
• Working understanding of digital marketing, funnels, KPIs, campaign reporting, CRM management and performance-driven communication.
• Exceptional communication with a clear American accent, strong problem-solving and analytical skills.
• Bachelor's degree in Business Administration, Marketing, Communications or a related field.
• Reliable availability during US Eastern business hours and responsiveness outside hours for urgent matters.
• A plus: a valid visa to travel to the USA occasionally.

Required skills

• Fluent written and spoken English, comfortable on video calls with US business owners.
• CRM management and campaign reporting.
• Task management in the project management system used by the agency.

Growth is earned by outcomes: strong performers move to larger accounts, onboarding ownership and senior customer success roles as the team grows.