Client Partner (Retention-Focused)

Scrums.com; City of Johannesburg Metropolitan Municipality; On-site; ZAR 450,000 - 600,000; Full time

Job summary

A leading software development company in Johannesburg is seeking a Client Partner to ensure client satisfaction and retention. In this role, the candidate will manage relationships, conduct business reviews, and use analytics to enhance client success. The ideal candidate should have 2–4 years of SaaS account management experience and a strong passion for customer retention. This role offers a unique chance to impact client partnerships and contribute to a dynamic team.

Qualifications

• 2–4+ years of Customer Success / Account Management experience in a SaaS business.
• Strong organisational skills and administrative accuracy.
• Passion for customer success and retention.

Responsibilities

• Build and maintain executive-level relationships.
• Conduct Quarterly Business Reviews for all accounts.
• Monitor client usage patterns and satisfaction data.
• Develop renewal strategies well in advance.
• Identify upsell and cross-sell opportunities.
• Collaborate with internal teams to meet client needs.

Skills

Customer Success

Account Management

Relationship-building

Problem-solving

Communication

Tools

HubSpot

ClickUp

Job description

Overview

Our Scrums.com (formerly SovTech) Story: we believe the future of software lies in the talent, innovation, and creativity found on the African continent. We have been pioneering world-class software development for a global audience for over a decade. Scrums.com is now grown to more than 350 AI-powered software engineering experts, building world-class platforms for growing businesses across four cities on three continents. We are committed to growing Africa's tech ecosystems and believe in the future of African tech talent and its impact on scaling global companies.

Accelerating business growth with expert tech talent

Trusted by 400+ companies, Scrums.com helps businesses scale with a cloud-based engineering subscription platform, offering consistent, cost-effective AI-powered experts, teams, and reliable developer analytics.

Our Culture

Our culture is underpinned by 8 core values.

Earth’s leading software company from Africa—thats where we’re going.

Why Join Us?

Be part of a dynamic, people-first team that’s showcasing and advancing Africa’s tech landscape on a global scale. At Scrums.com, we celebrate individuality, empower decision-making, and create meaningful experiences. Together, we’re driving innovation and building exceptional teams. Embrace our African Talent Footprint, Flexibility, and Autonomy.

Role Overview

Role: Client Partner at Scrums.com. Your mission is to retain and grow client relationships by protecting Monthly Recurring Revenue (MRR). You’ll be the primary relationship owner, ensuring our SaaS clients see measurable value, remain satisfied, and renew and expand their partnerships. This role is 100% focused on retention; compensation is based on keeping and growing our client base, not on new business. Experience in SaaS customer success and a passion for building long-term relationships will shape our clients’ success and Scrums.com’s growth.

Key Responsibilities

1. 1. Client Relationship Management

   • Build and maintain strong, executive-level relationships.
   • Act as a trusted advisor, deeply understanding client objectives, challenges, and priorities.
   • Proactively address concerns to ensure satisfaction and long-term loyalty.

2. 2. Performance Monitoring & Review

   • Conduct Quarterly Business Reviews (QBRs) for all accounts.
   • Analyze ROI, product usage, and success metrics.
   • Track client objectives and close the loop with continuous feedback.

3. 3. Client Analytics & Insights

   • Monitor Scrums.com usage patterns, health scores, and satisfaction data.
   • Identify at-risk accounts and implement action plans to reduce churn.
   • Provide data-driven recommendations to enhance client outcomes.

4. 4. Renewal Management

   • Develop renewal strategies 120+ days before expiration.
   • Mitigate risks and resolve issues early to secure seamless renewals.
   • Collaborate internally to prevent service or subscription interruptions.

5. 5. Revenue Expansion (Secondary to Retention)

   • Identify upsell and cross-sell opportunities through trust-based relationships.
   • Use NPS, client success milestones, and account reviews as triggers for expansion.

6. 6. Internal Collaboration

   • Partner with Product, Finance, Staffing, and Marketing teams to solve client needs.
   • Advocate for client requirements internally to improve offerings.
   • Keep client data accurate and complete in HubSpot & ClickUp (mission-critical).

Tool Stack You’ll Use

• HubSpot — Source of truth for client data, active subscriptions, renewals, NPS.
• ClickUp — Knowledge base, subscription changes, project operations.
• Scrums.com Platform — Client delivery visibility and account management.

Performance & Success Metrics

Your success will be measured by retention-driven outcomes only:

• MRR Retention Rate (NRR target: > 80%)
• Renewal Rate (percentage of contracts renewed on time)
• Churn Reduction
• NPS & Client Health Scores
• Accuracy of Client Data in HubSpot

What We’re Looking For

• 2–4+ years of Customer Success / Account Management experience in a SaaS business.
• Strong organisational skills and administrative accuracy (HubSpot, contracts, data management).
• Passion for customer success and retention, not new business hunting.
• Commercial acumen with ability to spot opportunities for expansion while prioritising retention.
• Excellent communication, relationship-building, and problem-solving skills.

Why Join Scrums.com?

We’re building the world’s first Software Engineering Orchestration Platform (SEOP) to help engineering leaders deliver software faster, smarter, and at scale. By joining as a Client Partner, you’ll be at the heart of our mission, ensuring clients succeed and remain long-term partners. This is a career-defining opportunity for someone who wants to specialise in SaaS retention, client partnerships, and enterprise success.