Customer Success Manager (SMB) - Cybersecurity

Trilliuminfosec · Lahore, Lahore District; Punjab, Pakistan

Trillium Information Security Systems (TISS) | Full time

Customer Success Manager (SMB) – Cybersecurity

Founded in 2005, Trillium Information Security Systems (TISS) is Pakistan’s first, and largest cybersecurity company. Today, Trillium has gained unrivaled expertise and experience; having delivered complex information assurance solutions to customers, performed specialized information security services, trained thousands of cyber security professionals across the country, and established a comprehensive network of resellers.

Job Description

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.