Client Success Manager

Placements24; Sandton; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Retirement plan

Professional development

Collaborative culture

Generous annual leave

Cutting-edge technology

Job summary

Placements24 in Sandton, Gauteng is seeking a proactive Client Success Manager to nurture key accounts, drive value from our SaaS platform, and improve retention. You will be the trusted advisor guiding onboarding, adoption and ongoing usage.

You will build strong relationships, monitor health metrics, coordinate with product and engineering, conduct business reviews, and identify upsell opportunities while delivering outstanding service.

Qualifications

• 3+ years in client success, account management or similar in SaaS.
• Strong relationship-building and communication abilities.
• Familiar with CRM tools and customer success practices.
• Bachelor’s degree in a related field is preferred.

Responsibilities

• Manage a portfolio of clients and serve as primary contact and advocate.
• Oversee onboarding and ensure smooth software integration.
• Proactively understand client goals, challenges and use cases.
• Drive adoption through training, check-ins and best practices.
• Monitor health metrics and address at-risk accounts with retention plans.
• Identify upsell and cross-sell opportunities.
• Gather feedback for product and engineering teams to inform development.
• Conduct regular business reviews with stakeholders to show value.
• Coordinate with internal teams to resolve client issues and improve service.

Skills

Client success

Relationship building

Communication

Problem solving

CRM proficiency

Account management

SaaS knowledge

Education

Bachelor's degree

Tools

CRM platforms

Job description

About the Role

Our client, a rapidly growing SaaS company, is seeking a proactive and client-focused Client Success Manager to join their dynamic team based in Sandton, Gauteng . This crucial role involves building and maintaining strong relationships with existing customers, ensuring they derive maximum value from our client's software solutions, and driving customer retention and expansion. The ideal candidate will possess excellent communication and problem-solving skills, a deep understanding of customer success principles, and a passion for helping clients achieve their business objectives. You will act as a trusted advisor, guiding clients through onboarding, adoption, and ongoing usage of the platform. This is a fantastic opportunity to contribute to a company's growth and make a tangible impact on client satisfaction and loyalty within the vibrant business hub of Sandton, Gauteng .

Key Responsibilities

• Manage a portfolio of assigned clients, serving as their primary point of contact and advocate.
• Oversee the client onboarding process, ensuring a smooth and successful integration of the software.
• Proactively engage with clients to understand their goals, challenges, and use cases.
• Drive adoption and utilization of the platform through regular check-ins, training, and best practice sharing.
• Monitor client health metrics and identify at-risk accounts, developing and implementing retention strategies.
• Identify opportunities for upselling and cross-selling additional products or services.
• Gather client feedback and collaborate with product and engineering teams to inform product development.
• Conduct regular business reviews (QBRs) with key stakeholders to demonstrate value and discuss strategic objectives.
• Resolve client issues and ___ to appropriate internal teams when necessary.
• Contribute to the development of client success resources, such as knowledge base articles and tutorials.

Requirements

• Minimum of 3 years of experience in client success, account management, or a related customer-facing role, preferably in a SaaS environment.
• Proven ability to build strong, long-lasting relationships with clients.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of customer success methodologies and best practices.
• Proficiency in CRM and customer success platforms.
• Ability to manage multiple clients simultaneously and prioritize effectively.
• Problem-solving skills and a proactive approach to client needs.
• Bachelor’s degree in Business, Communications, or a related field.
• Must be based in or able to work effectively from home within the Sandton, Gauteng vicinity.

Benefits

• Competitive salary with performance-based bonuses.
• Comprehensive health insurance and retirement savings plan.
• Opportunities for continuous professional development and training.
• A collaborative and innovative work culture.
• Generous annual leave policy.
• Access to cutting-edge technology and resources.