Client Success Advocate - SaaS Solutions

Placements24; Cape Town; On-site; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Health insurance

Retirement plan

Growth opportunities

Job summary

WhatJobs Direct in Cape Town, Western Cape, is seeking a Client Success Advocate to guide clients through onboarding and ensure they derive maximum value from our SaaS solutions. This role focuses on building strong client relationships, conducting regular reviews, educating users on new features, and proactively addressing adoption and churn risks.

You will be office-based at our Cape Town headquarters, collaborate with sales and product teams, track adoption metrics, and pursue opportunities

Qualifications

• Minimum of 3 years in client success, account management, or a related customer-facing role.
• Experience with SaaS platforms and customer lifecycle management.
• Excellent communication, presentation, and interpersonal skills.
• Strong data analysis ability and data-driven decision making.
• CRM experience (Salesforce, Gainsight or similar) is a plus.

Responsibilities

• Manage a portfolio of clients and ensure adoption and satisfaction with SaaS products.
• Develop and execute onboarding plans for new clients.
• Conduct regular check-ins and business reviews to assess client needs and guide usage.
• Identify churn risks and address issues proactively.
• Educate clients on new features and best practices.
• Represent the voice of the customer to internal teams (product, sales, marketing).
• Drive customer advocacy through successful outcomes and strong relationships.
• Track key metrics (adoption, satisfaction, renewal) and report findings.
• Collaborate with sales to identify upsell and cross-sell opportunities.

Skills

Client relationship management

Onboarding

Communication

Data analysis

CRM experience

Tools

Salesforce

Gainsight

Job description

About the Role

WhatJobs Direct is seeking an exceptional Client Success Advocate to join our growing team in the beautiful coastal city of Cape Town, Western Cape . This pivotal role is designed for an individual passionate about building strong client relationships and ensuring our customers achieve maximum value from our innovative SaaS solutions. As a Client Success Advocate, you will be the primary point of contact post-sale, guiding clients through onboarding, providing ongoing support, and proactively identifying opportunities for them to leverage our platform more effectively. Your commitment to client satisfaction will directly impact retention and growth. This is a fully office-based position, fostering a strong team spirit and collaborative work environment in our Cape Town headquarters.

Key Responsibilities

• Manage a portfolio of clients, ensuring their successful adoption and ongoing satisfaction with our SaaS products.
• Develop and execute strategic onboarding plans for new clients.
• Conduct regular check-ins and business reviews with clients to assess their needs and provide tailored guidance.
• Proactively identify and address potential client issues or churn risks.
• Educate clients on new features, best practices, and industry trends relevant to their business.
• Serve as the voice of the customer internally, providing valuable feedback to product, sales, and marketing teams.
• Drive customer advocacy through successful outcomes and positive relationship building.
• Track and report on key client success metrics, such as adoption rates, satisfaction scores, and renewal status.
• Collaborate with the sales team to identify upsell and cross-sell opportunities.

Requirements

• Minimum of 3 years of experience in client success, account management, or a related customer-facing role, preferably within the SaaS industry.
• Demonstrated ability to build and maintain strong, long-lasting client relationships.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of SaaS business models and customer lifecycle management.
• Proven ability to analyze data, identify trends, and make data-driven recommendations.
• Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight) is a plus.
• Proactive, organized, and detail-oriented with strong project management skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Must be based in or willing to relocate to Cape Town, Western Cape , and work full-time from the office.

Benefits

This role comes with a competitive salary, performance-based bonuses, and an excellent benefits package including comprehensive health insurance and a retirement annuity. You will join a supportive and innovative team dedicated to client success. Opportunities for professional growth and development are abundant, including access to industry conferences and ongoing training programs. Being part of a thriving tech hub in Cape Town offers a unique lifestyle advantage. Our client provides the resources and environment necessary for you to excel in building meaningful client partnerships.