B2B SaaS Customer Success Manager – Zoho Expert

DSL Telecom; Somerset West; On-site; ZAR 420,000 - 600,000; Full time

Job summary

DSL Telecom is seeking a Customer Success Manager in Somerset West to drive growth by helping key customers maximize Zoho usage. You will engage with customers, train teams, and collaborate with Sales/Marketing to ensure consistently high-quality experiences.

Travel, bilingual communication, and strong relationship management are part of this role. Successful candidates are social, analytical, and quick to learn new software, with a proven track record in SaaS customer success and onboarding.

Qualifications

• Communications or Marketing Degree or similar.

Responsibilities

• Drive the early success phase for new customers and ensure a positive start to a long relationship.
• Own overall relationship of assigned customer accounts, onboarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and up-sells.
• Coach customers at individual (Key account training) and group level to be product experts and train their teams on Zoho best practices.
• Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations.
• Proactively coach and guide customers to engage in best practices that enable them to succeed with the ZOHO platform.
• Collaborate with Sales, Marketing and Product teams to offer customers a consistently high-quality experience with the ZOHO brand.
• Serve as the voice of the customer and collect feedback to drive continuous improvement.
• Identify common customer challenges and proactively suggest better solutions.
• Track accounts to identify churn risk and work proactively to eliminate that risk.
• Establish a trusted/strategic advisor relationship with each Key customer.
• Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion.

Skills

Customer success

SaaS experience

Communication skills

Bilingual English/Afrikaans

Training & onboarding

Relationship management

Cross-functional collaboration

Analytical mindset

Education

Communications or Marketing Degree

Tools

Zoho CRM

Microsoft Office

Job description

DSL Telecom is seeking a Customer Success Manager in Somerset West to drive growth by helping key customers maximize Zoho usage. You will engage with customers, train teams, and collaborate with Sales/Marketing to ensure consistently high-quality experiences.

Travel, bilingual communication, and strong relationship management are part of this role. Successful candidates are social, analytical, and quick to learn new software, with a proven track record in SaaS customer success and onboarding.