Customer Success Executive

ABOUT THE COMPANYSavvital is a forward-thinking organization that provides diversified services to small and medium-sized businesses in the international market, enabling them to build their future while benefiting from our customized solutions. Our team of educated experts are motivated individuals excited to handle tasks that add real capacity to a client's workday.

Our mission is to provide affordable solutions to growing companies through strategic task delegation. We envision creating an ecosystem that resonates with the human touch every business needs.

ABOUT THE ROLEAs a Customer Success Executive at Savvital, you will be the operational engine driving client satisfaction, retention, and strategic growth. This is not a passive, standard customer support position—it is a proactive, commercially-minded, hands-on role.

We are looking for an absolute "doer" who can confidently run a portfolio of US-based client accounts, navigate complex business reviews, anticipate operational bottlenecks, and identify upsell or team-expansion opportunities. You must be comfortable operating with minimal handholding in a fast-paced environment.

This is a completely on-site role based at our Islamabad office, operating during US business hours to maintain close, direct collaboration with our international partners.

POSITION DETAILS

• Department: Customer Success
• Reports To: Assistant Manager – Customer Success
• Shift Hours: US Night Shift (6:00 PM – 3:00 AM PKT to align with 6:00 AM – 3:00 PM Pacific Time)
• Location: Fully On-site (Islamabad office)

WHAT YOU’LL BE DOING

• Portfolio Ownership: Serve as the primary, dedicated point of contact for assigned client accounts, building deep trust and maintaining strong executive-level relationships.
• Proactive Client Care: Monitor client usage, engagement, and operational health KPIs to spot and resolve churn risks long before they escalate.
• Business Reviews: Conduct regular check-ins and strategic business reviews to evaluate service quality, resolve friction points, and realign on client goals.
• Account Expansion: Apply a consultative, sales-driven mindset to identify and close upsell, cross-sell, and professional expansion opportunities.
• Cross-Functional Collaboration: Partner directly with Sales, Training, Operations, HR, Compliance, and IT departments to guarantee a seamless, high-quality client experience.
• Onboarding & Adoption: Support the onboarding journey of new clients, driving quick system adoption and demonstrating value in the critical early stages of partnership.
• CRM Integrity: Maintain meticulous, real-time client notes, task tracking, and database records in HubSpot, Monday.com, and internal tracking sheets.

WHAT WE’RE LOOKING FOR

• Experience: Minimum 2-3 years of proven experience in Customer Success, Account Management, or B2B Sales. Prior experience in outsourcing, service-based agencies, or a BPO environment is highly preferred.
• Communication: Exceptional verbal and written English communication skills. You must be completely comfortable leading strategic video calls and managing professional email correspondence.
• Negotiation & Empathy: High emotional intelligence, active listening skills, and the confidence to handle objections and lead strategic business discussions.
• Task Management: A highly organized self-starter who can prioritize overlapping deadlines and run processes independently.
• Technical Proficiency: Experience with modern CRM platforms (HubSpot, Monday.com), G-Suite, MS Office 365, and project tracking tools.

PREFERRED QUALIFICATIONS

• Prior experience collaborating with remote virtual teams.
• Deep familiarity with US business culture, communication standards, and executive expectations.
• A professional background in SaaS or outsourcing industries.

KPIs TO MEASURE SUCCESS

• Client Retention Rate & Churn Mitigation
• Closed Expansion Revenue (Upsell & Team Expansion Goals)
• Client Health & Net Promoter Scores (NPS)
• First Response and Resolution Times
• Onboarding Satisfaction Scores
• Strong Internal Service & Product Knowledge

COMPENSATION & BENEFITS

• Base Salary: Market Competitive (commensurate with experience).
• Allowances: Premium Internet, Electricity, and Wellbeing allowances to support night-shift operations.
• Medical Insurance: Comprehensive health coverage.
• Performance Bonuses: Structured bonuses based on individual targets and account retention metrics.
• Annual Growth: Regular performance-based increments and clear vertical career progression.