Customer Success Specialist

CUSTOMER SUCCESS & ONBOARDING SPECIALIST Full-Time · Customer Success & Onboarding · Islamabad (On-site or Remote) Abacus Technologies builds agentic document extraction and structured output tools for Enterprise clients across the Middle East, North Africa, and Europe.

AT A GLANCE Role Title: Customer Success & Onboarding Specialist Employment Type: Full-time, permanent Compensation: Competitive salary, commensurate with experience Location: Islamabad — on-site or remote; occasional travel to the GCC region as needed Experience Level: Mid-Level (3–5 years) Language: English (full working proficiency); Arabic a plus Reports To: Head of Client Operations Team: Founding member of a growing Client Operations / Customer Success function

ABOUT THE ROLE We're building out the Customer Success and Onboarding function under our Head of Client Operations, and we're looking for a hands‑on, client‑facing specialist to help lead the charge. You'll own the client journey from kickoff through to confident, independent platform use — running onboarding, driving adoption, and making sure every client gets clear, lasting value from our platform. This is a foundational hire.

You'll join early, help shape how the team operates, and have real room to grow as the department scales. If you thrive in fast‑moving environments, can translate complex software into practical workflows, and are energized by building trust with clients, this is for you. You'll work primarily from Islamabad — on‑site or remote — with occasional travel to client sites across the GCC region as engagements require.

WHAT YOU'LL DO Onboarding & Implementation Own the onboarding plan for each client: scope, timeline, milestones, and success criteria Configure and deploy the platform to match client workflows and use cases Act as the primary day‑to‑day point of contact for the client's operational and technical teams Proactively identify risks, blockers, and misalignments — and resolve them early Training & Enablement Design and deliver tailored training for end users, power users, and administrators Create client‑specific reference guides, quick‑start materials, and walkthrough documentation Run hands‑on workshops and Q&A sessions to accelerate adoption Ensure key stakeholders can independently operate the platform before onboarding wraps Customer Success & Retention Build strong working relationships across the client organization, from end users to department heads Conduct regular check‑ins and structured milestone reviews with client sponsors Monitor adoption and health signals; drive renewals, expansion, and long‑term satisfaction Serve as the voice of the client internally — surfacing feedback to Product, Engineering, and Sales Business Analysis & Solutioning Run discovery sessions to understand client workflows, pain points, and success metrics Map business

requirements to platform capabilities; identify gaps and propose workarounds or configurations Document key processes, decisions, and configurations for clean internal handoff Feed customization and integration

requirements back to the Solutions and Product teams WHAT SUCCESS LOOKS LIKE Clients complete onboarding with confidence — trained, enabled, and clear on value Adoption, retention, and expansion improve through your high‑quality delivery and client trust Zero surprises: blockers are flagged early, timelines are met, and stakeholders stay aligned Every engagement ends with documented configurations, a clean handoff, and a satisfied sponsor Internal teams receive actionable, structured feedback from your client‑facing observations WHAT WE'RE LOOKING FOR Required 3–5 years in a client‑facing customer success, onboarding, implementation, or consulting role within a SaaS environment Demonstrated ability to run structured onboarding, training, or enablement programs Strong business analysis skills — gathering

requirements, mapping processes, and translating them into platform configurations Comfort with ambiguity: you can navigate complex client organizations and keep things moving without a script Excellent communication skills — equally strong in a boardroom, a training session, or a written update Based in or able to work from Islamabad, with flexibility for occasional travel to the GCC region Track record of managing multiple concurrent clients and meeting time‑sensitive milestones Nice to Have Experience with enterprise SaaS platforms Background in change management, user adoption, or organizational training Familiarity with basic integration concepts (APIs, SSO, webhooks) — enough to coordinate with technical teams Experience supporting pre‑sales POC or technical evaluation cycles Arabic language skills (useful for GCC client work) Certifications in business analysis (CBAP, PMI‑PBA), customer success, or project management (PMP, CAPM) WHAT TO EXPECT FROM THIS ROLE Engagement: Full‑time, permanent — a foundational role in a growing department Location: Islamabad-based; on‑site or remote Travel: Occasional travel to client sites in the GCC region; travel and expenses covered Pace: High — multiple clients and fast onboarding cycles mean rapid context‑switching Autonomy: High — you'll often be the primary point of contact and own your client relationships end to end Growth: Early team member with clear room to grow as the function scales This job description reflects the core expectations for this role.

Responsibilities may evolve as the business grows. We are an equal opportunity employer and welcome candidates from all backgrounds. #J-18808-Ljbffr. Compensation: 892.799988 - 1.339000.