Customer Success Manager (SMB) – Cybersecurity
Trillium Information Security Systems Customer Success Manager (SMB) – Cybersecurity
Summary
A client-facing Customer Success Manager role in Lahore managing SMB cybersecurity accounts. The person drives renewals, retention, and upselling through regular in-person meetings and relationship building, requiring 3-5 years of experience in telecom, IT, cybersecurity, or technology sales.
About the Role:
We are looking for a motivated, client-focused, and results-oriented Customer Success Manager to join our growing SMB team in Lahore. The ideal candidate will have 3–5 years of relevant experience in Telecom, IT, Cybersecurity, or technology sales, with a strong background in key account management and face-to-face client engagement.
This is a highly client-facing role that requires a strong understanding of the local SME market, excellent relationship-building skills, and the ability to identify opportunities for customer retention, renewal, and business growth.
Key Responsibilities:
- Achieve assigned revenue and sales targets through effective account management and business development.
- Build and maintain strong, long-term relationships with SMB clients.
- Conduct regular online and in-person meetings with clients to understand their business needs, address concerns, and ensure customer satisfaction.
- Drive customer retention, renewals, and upselling opportunities within existing accounts.
- Identify opportunities to expand existing customer accounts and recommend relevant solutions based on client requirements.
- Develop a strong understanding of the SME sector and local business landscape in Lahore and the Central region.
- Build and maintain professional relationships within key business hubs and commercial areas across the Central region.
- Act as the primary point of contact for assigned clients and ensure a positive customer experience throughout the relationship.
- Understand customer requirements and coordinate with internal teams to ensure timely resolution of client concerns and service-related issues.
- Conduct face-to-face client engagements, presentations, and business discussions to strengthen relationships and support business growth.
- Maintain accurate records of client interactions, opportunities, renewals, and account activities.
- Monitor customer satisfaction and proactively address potential risks to customer retention.
- Collaborate with sales, technical, and other internal teams to deliver effective solutions to customers.
Requirements
- Bachelor's degree in Business Administration, Marketing, IT, Telecom, Cybersecurity, or a related field.
- 3–5+ years of relevant experience in Telecom, IT, Cybersecurity, or technology sales.
- Proven experience in Key Account Management and client relationship management.
- Strong experience in face-to-face client engagement and business meetings.
- Good understanding of the SME market and business landscape in Lahore and the Central region.
- Demonstrated track record of achieving revenue and sales targets.
- Excellent communication, negotiation, presentation, and interpersonal skills.
- Strong business development and relationship-building capabilities.
- Ability to work independently as well as collaboratively with cross-functional teams.
- Willingness to travel for client meetings and business engagements.