VP of Customer Success
Company Description
GoPhygital Pvt Ltd is a Karachi-based phygital infrastructure company focused on digitizing and automating cash-dependent and manual processes across Pakistan’s economy. Founded in 2025, the company operates across currency exchange, institutional payments, banking, commerce and logistics, and infrastructure services. GoPhygital designs, deploys, and operates self-service hardware platforms, integrated software, and managed field services to replace branch-dependent and fragile operations with intelligent, always-on alternatives. Its solutions help clients serve customers at scale beyond business hours, without increasing headcount or operational risk. GoPhygital delivers fully deployed, integrated, and maintained systems that remain accountable from day one. Role Description The VP of Customer Success is a full-time remote role responsible for leading the customer success strategy and execution across GoPhygital’s product and service lines. This role oversees customer onboarding, implementation, and ongoing support to ensure clients realize maximum value from phygital infrastructure solutions. Day-to-day responsibilities include managing customer success teams, designing retention and growth programs, shaping customer experience standards, and collaborating with sales, product, and operations to resolve issues and improve service delivery. The VP will review customer health metrics, lead executive business reviews with key accounts, and drive initiatives to enhance satisfaction, reduce churn, and expand adoption. This position also contributes to leadership decisions, customer-centric process improvements, and scalable customer success frameworks for a diverse enterprise client base.
Qualifications
Demonstrated expertise in Customer Satisfaction and Customer Experience, with a track record of improving customer health and loyalty. Proficiency in Customer Retention and Account Management, including developing renewal strategies and expanding relationships with key accounts. Experience collaborating closely with Sales to support upsell, cross-sell, and new business opportunities through strong customer relationships. Proven leadership experience in customer success or related functions, preferably in fintech, infrastructure, or SaaS environments. Strong analytical skills to interpret customer data, performance metrics, and operational insights and translate them into action plans. Excellent communication and stakeholder management skills, with the ability to engage senior client executives and internal leadership. Experience building and scaling remote or distributed teams, with inclusive, performance-focused management practices. Bachelor’s degree in business, engineering, or a related field; an advanced degree is a plus.