Customer Success Manager

About TCP Software

TCP has spent over 30 years helping organizations better engage their workforce through adaptable, mobile timekeeping and workforce management tools. The platform is relied on by tens of thousands of customers and millions of users across public and private sectors for time tracking, employee scheduling, leave management, and related workforce requirements.

The company is expanding and looking for a Customer Success Manager to help strengthen customer relationships, support growth, and contribute to a high-performing team.

Role Overview

This position focuses on working closely with internal stakeholders and both existing and new customers to support renewals, identify expansion opportunities, reduce churn, and clearly communicate the value TCP delivers. The role also involves creating data-driven outputs that highlight customer return on investment and help customers get the most from the product suite.

It is a relationship-heavy role that calls for strong verbal and written communication, a positive attitude, strong organization, and genuine interest in technology and a fast-moving environment. The person in this role will represent TCP and work toward high customer satisfaction standards.

Key Responsibilities

• Use established and newly built customer relationships to support renewals, grow accounts, and improve customer outcomes while maintaining a high level of service.
• Build and execute strategic account plans that work across both technical and business teams.
• Bring strong technical understanding and a clear commitment to customer success.
• Manage time well, prioritize clearly, and communicate ROI in a concise and persuasive way.
• Stay productive while handling several priorities at once in a demanding, fast-paced, and collaborative setting.
• Work to maintain strong renewal rates by continuously evaluating and confirming customer needs.
• Spot opportunities to expand usage through additional users and services.
• Manage current accounts and build trusted relationships with decision-makers at executive and management levels.
• Record and maintain customer and transaction details in a CRM system.
• Coordinate with product support and sales engineering teams throughout the sales cycle to meet performance goals and customer expectations.
• Deliver product demos and provide general support to prospective customers.
• Create and present strategies that support client business growth.
• Keep up with competitors, market changes, and competing products.
• Communicate effectively with managers, customers, and support staff.
• Provide exceptional support and service to the account base.

Requirements

• A bachelor's degree or master's degree is required.
• At least 3-5+ years of experience in customer success, sales, account management, or a related field.
• Prior sales experience is an advantage.
• Strong planning and organizational abilities, with the capacity to manage multiple projects.
• A genuine interest in building lasting customer relationships.
• Experience encouraging adoption of SaaS solutions is a plus.
• Ability to perform well in a fast-paced environment.

Benefits

• Paid time off and sick leave.
• In-patient and out-patient health insurance.
• Provident fund and EOBI.
• An international and diverse workplace.
• A creative, talented, and supportive team.
• A competitive compensation package.
• Work-life balance support.
• A culture built around customer focus, innovation, teamwork, accountability, and open communication.

Working Arrangement

This is an on-site role based in Lahore, Pakistan, with night shift timing aligned to US business hours.