Director of Customer Success (Pakistan)

About the role

D.Engage, a leading SaaS provider, is looking for a Director of Customer Success to lead its customer success function in Pakistan. You will combine deep customer‑success expertise with a strong sales background to drive satisfaction, retention, and revenue growth.

Key responsibilities

• Develop and execute strategies to increase product adoption, loyalty, and reduce churn.
• Align customer‑success initiatives with overall business goals and revenue targets.
• Recruit, mentor, and manage a high‑performing customer success team.
• Identify and act on upselling and cross‑selling opportunities within the existing client base.
• Collaborate with sales, marketing, and product teams to optimise go‑to‑market strategies.
• Coach the team to build strong relationships with key accounts and ensure exceptional service.
• Leverage data and customer feedback to continuously improve processes and outcomes.
• Design and manage a performance‑based compensation plan for the team.
• Report on success metrics and provide insights to senior leadership.

Required profile

• 9‑12 years of experience in customer success, preferably in SaaS or technology.
• At least 3 years in a managerial or leadership role.
• Proven track record of meeting or exceeding retention and sales targets.
• Strong analytical mindset and data‑driven decision making.
• Excellent interpersonal and communication skills with a customer‑first attitude.

Required skills