Remote Client Success Advocate

Placements24; Kimberley; Hybrid; CAD 70,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Fully remote

Home office stipend

Professional development

Generous PTO

Job summary

Placements24 is seeking a Remote Client Success Advocate to drive adoption and retention for a SaaS platform. You will onboard clients, monitor health metrics, and guide strategic discussions with stakeholders, while identifying opportunities for growth and ensuring high levels of client satisfaction.

The role emphasizes strong communication, independence in a remote setup, and a focus on customer outcomes within a dynamic, tech-forward environment.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 3 years in Client Success, Account Management, or similar.
• Proven ability to build and maintain strong client relationships.
• Excellent communication and interpersonal skills.
• Strong understanding of SaaS business models and customer lifecycle management.

Responsibilities

• Onboard new clients and guide them through setup.
• Proactively engage with a portfolio of clients to ensure ongoing success.
• Conduct regular check-ins, business reviews, and strategy sessions with clients.
• Educate clients on new features and best practices to maximize usage.
• Identify at-risk clients and plan retention strategies.
• Relay customer feedback to product and sales teams.
• Monitor client health metrics and KPIs.
• Explore upsell/cross-sell opportunities with sales.
• Develop and maintain strong relationships with key stakeholders.
• Resolve client issues efficiently, escalating as needed.

Skills

Client relationships

Communication skills

Strategic thinking

Remote work management

Problem solving

Education

Bachelor's degree in Business/Marketing/Communications

Tools

Salesforce

Gainsight

ChurnZero

Job description

About the Role

Our client, a rapidly expanding software-as-a-service (SaaS) provider, is seeking a proactive and customer-focused Remote Client Success Advocate. This is a fully remote position, offering the opportunity to work from anywhere in South Africa. You will play a pivotal role in ensuring our clients derive maximum value from our client's platform, fostering strong relationships, and driving user adoption and retention. The ideal candidate is a skilled communicator, a strategic thinker, and passionate about helping clients achieve their business goals. You will act as a trusted advisor, guiding clients through best practices and proactive support. This is an exceptional chance to advance your career in client success within a dynamic, forward-thinking company, enjoying the benefits of remote work.

Key Responsibilities

• Onboard new clients, guiding them through the initial setup and integration of the platform.
• Proactively engage with a portfolio of clients to ensure their ongoing success and satisfaction.
• Conduct regular check-ins, business reviews, and strategy sessions with clients (virtually).
• Educate clients on new features, updates, and best practices to maximize platform utilization.
• Identify at-risk clients and develop strategies to improve their engagement and retention.
• Act as the voice of the customer internally, providing feedback to product and sales teams.
• Monitor client health metrics and key performance indicators (KPIs).
• Identify opportunities for account growth, including upsells and cross-sells, in collaboration with the sales team.
• Develop and maintain strong, long-term relationships with key client stakeholders.
• Resolve client issues and concerns efficiently, escalating when necessary.

Requirements

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 3 years of experience in Client Success, Account Management, or a related customer-facing role, preferably within the SaaS industry.
• Proven ability to build and maintain strong client relationships.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of SaaS business models and customer lifecycle management.
• Proficiency in using CRM and Client Success platforms (e.g., Salesforce, Gainsight, ChurnZero).
• Ability to work independently, manage a remote workload effectively, and be highly organized.
• Strategic thinking with a focus on customer outcomes and retention.
• Experience in troubleshooting and problem-solving for clients.
• Must have a reliable home office setup and high-speed internet connection.

Benefits

• Competitive annual salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Fully remote work arrangement, offering significant flexibility and work-life balance.
• Substantial opportunities for professional development and career advancement.
• Home office equipment and internet allowance.
• Generous paid time off and holiday schedule.
• Retirement savings plan.
• Access to cutting-edge SaaS tools and resources.
• Collaborative virtual team environment with a focus on shared success.
• Be part of a company that is revolutionizing its industry through technology and customer focus.