Client Partner (Retention-Focused)

Scrums.com; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading SaaS company in South Africa is seeking an experienced Client Partner to manage and grow client relationships. This role focuses on retaining and expanding existing business, ensuring high satisfaction and measurable value for clients. Ideal candidates will have 24 years of experience in customer success or account management, excellent problem-solving skills, and a passion for client partnerships. Join a dynamic team driving innovation across Africa.

Benefits

Discovery Medical Aid

Half-Day Birthday Leave

Family responsibility & Parental Benefits

Qualifications

• 24+ years of customer success/account management experience in a SaaS business.
• Strong organizational skills with a focus on administrative accuracy.
• Passion for customer success and retention, not new business hunting.

Responsibilities

• Build and maintain strong executive-level relationships.
• Conduct Quarterly Business Reviews (QBRs) for all accounts.
• Monitor usage patterns and health scores to reduce churn.

Skills

Customer Success

Account Management

Relationship Building

Problem Solving

Data Management

Tools

HubSpot

ClickUp

Job description

Our Story

At (formerly SovTech) we believe the future of software lies in the talent innovation and creativity found on the African continent. For over a decade we have been pioneering world‑class software development for a global audience. We are the leading custom software development company from Africa that like any great tech company was founded in a garage. has now grown to more than 350 of the best AI‑powered software engineering experts building world‑class platforms for growing businesses across four cities on three continents.

Looking ahead we remain committed to growing Africas tech ecosystems. Africa is home to the worlds youngest population with over 50% of Africans under the age of 25. Recent estimates indicate there are over 700000 professional software developers across Africa today. That number is projected to double by 2025. We believe in the future of African tech talent and the impact it will have on scaling global companies.

Accelerating business growth with expert tech talent

Trusted by 400 companies helps businesses scale with our 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.

Earths leading software company from Africa- thats where were going.

Why Join Us

Be part of a dynamic people‑first team thats showcasing and advancing Africas tech landscape on the global scale. At we celebrate your individuality empower your decision‑making and create meaningful experiences. Together were driving innovation and building exceptional teams Take a look at some of the highlights :

Embrace Our African Talent Footprint Flexibility and Autonomy

At we champion an empowered workplace where you shape the culture influence decisions on tech stacks and take charge of user testingall while working from wherever you thrive best across our interconnected Guilds.

Our distributed teams span South Africa Nigeria Kenya Zimbabwe and other parts of the continent showcasing the diversity and brilliance of African talent.

The Vibes

Annual Foos‑Fest :

Showcase your skills at our legendary Foosball Festival and take home quirky sought‑after awards.

AI‑Powered Hackathons :

Collaborate with your team to create innovative market‑ready products in just 24 hoursall while enjoying live music and family‑friendly fun.

Year‑End Celebrations :

Reflect and connect at our unforgettable year‑end events a decade‑old tradition we continue to cherish.

Popcorn Fridays Dev Chats and Braais :

Bond with colleagues over insightful discussions and sizzling good vibes.

Fluid Clubs :

Join like‑minded peers in activities like hiking running and more to foster shared interests beyond work.

Weekly All‑Hands :

Stay inspired and in the loop with our weekly All‑Hands sessions that bring us together as one team.

Explore Week :

Our annual tradition encourages you to work from anywhere around the globe for one exciting weekfreedom meets inspiration!

Rewards & Recognition

Stacos (our company currency) : Reward and recognise your peers with Stacos and exchange them for cool vouchers to celebrate accomplishments big and small.

Commission Incentives : Unlock attractive rewards for successful business development leads and employee referrals.

Continued Career Growth & Support

Internal AI Platforms : We empower our teams with access to both closed and open source LLMs that make work easier and empower your professional growth. We love AI!

High‑Performance Culture : Stay aligned and on track with OKRs (Objectives and Key Results) and structured annual reviews.

Personalized Mentorship : Receive dedicated guidance from leadership and the Talent SuccessTeam through one‑on‑one sessions and quarterly check‑ins tailored to your career aspirations.

Transforming How We Work

Our teams embrace cutting‑edge AI platforms agents and tools creating smarter workflows and accelerating career development with AI.

OpenAI Anthropic Llama - we use them all so choose what suits you best!

You dont need your own licenses - we cover the costs and have our own internal AI platforms that gives you access to them all in a secure environment.

Outstanding Employee Benefits

Discovery Medical Aid : Prioritizing your health with the best care.

Half‑Day Birthday Leave : Celebrate your special day with an afternoon off!

Family responsibility & Parental Benefits : Providing full support for a meaningful work‑life balance.

• Please note : Benefits may vary depending on employment type

Join us and be part of a dynamic supportive team thats making waves across Africa.

Job requirements

Role Overview

As a Client Partner at your mission is simple : retain and grow client relationships by protecting Monthly Recurring Revenue (MRR) . Youll be the primary relationship owner ensuring our SaaS clients see measurable value remain satisfied and choose to renew and expand their partnerships with us. This role is 100% focused on retention . You will not be paid on new business only on keeping and growing our client base . Your experience in SaaS customer success and passion for building long‑term relationships will directly shape our clients success and s growth.

Key Responsibilities

• 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.
• 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.
• Client Analytics & Insights
  • Monitor SEOP 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.
• 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.
• 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.
• 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 Youll Use

HubSpot Source of truth for client data active subscriptions renewals NPS.

ClickUp Knowledge base subscription changes project operations.

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 (% of contracts renewed on time)

Churn Reduction

NPS & Client Health Scores

Accuracy of Client Data in HubSpot

What Were Looking For

24 years of Customer Success / Account Management experience in a SaaS business .

Strong organisational skills : Comfortable with administrative accuracy (HubSpot contracts data management).

Passion for customer success and retention not new business hunting.

Commercial acumen : ability to spot opportunities for expansion but prioritise retention.

Excellent communication relationship‑building and problem‑solving skills.

Why Join

At were building the worlds first Software Engineering Orchestration Platform (SEOP) helping engineering leaders deliver software faster smarter and at scale. By joining as a Client Partner youll be at the heart of our mission ensuring our 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.

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Employment Type : Full-Time

Experience : years

Vacancy : 1