Customer Success Manager - Morning Shift - 10Pearls

Company Overview

10Pearls is a global, purpose-driven AI-Native digital engineering partner helping businesses re-imagine, ‎digitalize, and accelerate. As an end-to-end digital technology partner, 10Pearls helps businesses create future-proof, ‎transformative ‎digital products that leverage emerging technologies. ‎10Pearls' clients ‎include Global 2000 enterprises, high growth mid-size ‎businesses, and some of the most exciting ‎start-ups from industries like healthcare, fintech, ‎energy, education, ‎real estate, retail, and hi-tech. ‎Headquartered in the Washington DC metro area, 10Pearls has product engineering and ‎software development centers in North America, Latin America, Europe, and South Asia. To learn more, visit https://10pearls.com.

About the Role

10Pearls is looking for an experienced Customer Success Manager to support a strategic client engagement in Karachi. The CSM will serve as a trusted advisor and primary point of coordination between the client and internal delivery teams, ensuring strong client relationships, engagement health, and successful project outcomes.

The ideal candidate will have 5-8 years of experience in Customer Success, Account Management, Business Development, or Pre-Sales, with strong client-facing and stakeholder management skills. The role requires someone who is proactive, organized, commercially aware, and comfortable managing multiple priorities while working closely with both business and technical teams. The CSM will be based in Karachi and may be required to occasionally visit the client site as part of the engagement.

Responsibilities

• Own the overall customer engagement and implementation strategy throughout the project lifecycle.
• Build and maintain strong, trusted relationships with key client stakeholders.
• Onboard new customers and proactively manage day-to-day account and engagement health.
• Develop a deep understanding of clients' business challenges, objectives, requirements, priorities, and roadmaps.
• Act as a trusted advisor to client IT and business leaders and identify opportunities to strengthen the partnership.
• Serve as the primary liaison between the client and internal development/delivery teams, ensuring clear and timely communication.
• Conduct regular client check-ins and proactively identify project health concerns, risks, and opportunities.
• Keep internal leadership informed on engagement status, risks, issues, and client feedback.
• Coordinate with internal teams to ensure client requirements and expectations are clearly understood and addressed.
• Provide line management support for assigned team members, including leave planning, attendance, performance reviews, and overall team coordination.
• Manage multiple customer engagements, priorities, and stakeholder expectations effectively.
• Identify opportunities for account growth through upselling and cross-selling of relevant 10Pearls capabilities and services.
• Support presentations, business reviews, and client meetings as required.
• Visit the client site occasionally to support relationship management, project discussions, and engagement requirements.

Requirements

• 5-8 years of experience in Customer Success, Account Management, Business Development, Pre-Sales, or a related client-facing role.
• Bachelor's degree in Business, Marketing, Management, or a related field.
• Proven experience managing relationships with senior business and technical stakeholders.
• Strong client-facing, presentation, negotiation, and communication skills.
• Demonstrated ability to build trust and maintain long-term customer relationships.
• Strong ownership, accountability, and problem-solving skills.
• Ability to manage multiple customer engagements, priorities, and workstreams simultaneously.
• Self-directed and collaborative approach with strong organizational skills.
• Ability to proactively identify client risks, needs, and opportunities.
• Willingness to work from Karachi and occasionally visit the client site.
• Availability to work the required morning shift starting from 9:00 AM onwards.

Nice to Have

• Basic understanding of Agile methodologies and Software Development Life Cycle (SDLC).
• Familiarity with project management and collaboration tools.
• Understanding of common software development and QA terminology.
• Experience working with technology, software development, or digital transformation organizations.
• Experience managing enterprise or large-scale client accounts.
• Exposure to account expansion, upselling, and cross-selling within technology services.