Customer Success Manager

Job Title: Customer Success Manager

Timings: 5PM-2AM PKT

Location: Arfa Technology Park, Model Town Lahore.

Reports To: Director – Operations & Service Delivery

Role Overview

We are seeking a Customer Success to lead and oversee client relationship management across our MSP partnerships. This individual will serve as the strategic link between our service delivery teams and client stakeholders — ensuring satisfaction, retention, and growth. The ideal candidate will have a strong background in MSP client management, workforce delivery models, and customer success strategy within the HR or staffing industry.

Key Responsibilities

• Lead the Customer Success function, ensuring strong relationships and consistent engagement with client organizations, primarily within the MSP ecosystem.
• Act as the primary point of escalation for client issues, ensuring timely resolution and proactive communication.
• Partner with MSP Program Managers and client stakeholders to optimize workforce performance, service levels, and delivery efficiency.
• Collaborate with internal recruitment, operations, and delivery teams to ensure aligned client delivery outcomes.
• Analyze client feedback, performance metrics, and SLA adherence to identify improvement areas and drive strategic initiatives.
• Develop and execute customer success strategies to enhance satisfaction, renewal, and account expansion.
• Support commercial teams in identifying upsell or cross-sell opportunities within existing client portfolios.
• Build, mentor, and manage a Customer Success team, promoting a culture of ownership, responsiveness, and relationship excellence.
• Represent Prime in client business reviews and strategic meetings to communicate performance insights and value delivery.

Requirements

• Bachelor’s degree in business administration, Management, or a related field (MBA preferred).
• 5+ years of experience in Customer Success, Account Management, or Service Delivery, preferably in staff augmentation, recruitment outsourcing, or MSP environments.
• Proven ability to manage enterprise-level client relationships with a focus on service excellence and long-term partnership.
• Strong understanding of MSP programs, and workforce delivery processes.
• Excellent communication, negotiation, and relationship management skills.
• Demonstrated leadership experience with the ability to guide cross-functional teams.
• Analytical mindset with proficiency in client data analysis and performance reporting.