Client Success Manager

Placements24; Pietermaritzburg; Hybrid; ZAR 450,000 - 750,000; Full time

Benefits offered by this job

Competitive salary

Hybrid role

Professional development

Team collaboration

Career growth

Job summary

Placements24 is seeking an experienced Client Success Manager for a hybrid role based in Pietermaritzburg, SA. You will onboard clients, drive adoption, and nurture relationships to maximize value from our SaaS platform.

You will monitor health metrics, conduct business reviews, and collaborate with sales, product, and support teams to uncover upsell opportunities while ensuring a superior client experience.

Qualifications

• Proven experience in a Client Success, Account Management, or similar client-facing role in SaaS.
• Ability to manage complex client relationships and drive adoption and retention.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of customer success principles and methodologies.
• Proficiency with CRM software and client success platforms.
• Ability to analyze data, identify trends, and make data-driven decisions.

Responsibilities

• Manage a portfolio of clients, acting as their primary point of contact and trusted advisor.
• Oversee the client onboarding process, ensuring smooth integration of our solutions.
• Drive product adoption and utilization by providing training and sharing best practices.
• Monitor client health and identify at-risk accounts, developing retention strategies.
• Conduct regular business reviews to assess needs, track progress, and identify upsell opportunities.
• Collaborate with sales, product, and support teams to ensure a seamless client experience.
• Gather client feedback and advocate for needs internally to influence product development.
• Track key client success metrics and report on portfolio health.
• Build strong relationships with key stakeholders within client organizations.

Skills

Client Success

Account Management

SaaS

CRM software

Data analysis

Education

Bachelor's degree in Business/Marketing or related field

Tools

CRM software

Client success platforms

Job description

About the Role

Our client, a fast-growing SaaS company, is seeking an experienced and motivated Client Success Manager to join their team in Pietermaritzburg, KwaZulu-Natal. This role is pivotal in fostering strong, long-term relationships with clients, ensuring they derive maximum value from our client's platform and services. You will be responsible for client onboarding, adoption, retention, and identifying opportunities for growth. This position offers a hybrid work model, blending in-office collaboration with remote flexibility. We are looking for a proactive individual with exceptional communication skills, a deep understanding of customer needs, and a passion for helping clients achieve their business objectives. Your focus will be on driving client satisfaction and contributing to the overall success of our client's customer base.

Key Responsibilities

• Manage a portfolio of clients, acting as their primary point of contact and trusted advisor.
• Oversee the client onboarding process, ensuring a smooth and successful integration of our client's solutions.
• Drive product adoption and utilization by proactively engaging with clients, providing training, and sharing best practices.
• Monitor client health and proactively identify at-risk accounts, developing and executing retention strategies.
• Conduct regular business reviews with clients to assess their needs, track progress against goals, and identify upsell/cross-sell opportunities.
• Collaborate with sales, product, and support teams to ensure a seamless client experience.
• Gather client feedback and advocate for their needs internally to influence product development and service improvements.
• Track key client success metrics and report on client status and portfolio health.
• Build strong relationships with key stakeholders within client organizations.

Requirements

• Proven experience in a Client Success, Account Management, or similar client-facing role, preferably in the SaaS industry.
• Demonstrated ability to manage complex client relationships and drive adoption and retention.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of customer success principles and methodologies.
• Proficiency with CRM software and client success platforms.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Bachelor's degree in Business, Marketing, or a related field, or equivalent practical experience.
• Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.
• Proactive, organized, and results-oriented mindset.

Benefits

• Our client offers a competitive salary and bonus structure, along with a comprehensive benefits package.
• This hybrid role provides flexibility and the opportunity to grow within a dynamic and innovative company.
• You will benefit from professional development opportunities, including training and conference attendance.
• Join a collaborative team culture that values employee well-being and professional growth.
• This is an excellent opportunity to advance your career in client success management with a leader in the tech industry.