Customer Success Representative

Exclusively Remote; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Job summary

A leading company is seeking a Customer Success Representative to enhance customer relationships and ensure value maximization from their AI-powered recruiting platform. The role involves proactive success management, renewal ownership, and responsive support, directly impacting the success of manufacturers and skilled trades organizations. Candidates should have a customer-first mindset and 3+ years of relevant experience in customer success.

Qualifications

• 3+ years in customer success, account management, or client-facing roles, preferably in SaaS.
• Strong analytical skills for interpreting customer data and usage patterns.
• Excellent communication abilities for both proactive outreach and reactive support.

Responsibilities

• Conduct regular check-ins, share best practices, and help customers optimize their recruiting strategies.
• Own contract renewals and identify upsell opportunities based on customer success.
• Track and improve key performance indicators including retention rates and product adoption metrics.

Skills

Analytical skills

Communication

Customer-first mindset

Job description

Customer Success Representative

Remote: 3pm -11pm SA time

We are transforming how industrial companies hire skilled workers, and our customers' success drives everything we do. As a Customer Success Representative, you'll be the trusted advisor who ensures manufacturing and industrial companies maximize value from our AI-powered recruiting platform after their initial onboarding. You'll blend proactive relationship management with responsive support, driving long-term product adoption and securing renewals while identifying opportunities for account growth.

What You'll Drive

• Proactive Success Management
• Monitor customer health metrics and product usage patterns to identify at-risk accounts and expansion opportunities.
• Conduct regular check-ins, share best practices, and help customers optimize their recruiting strategies to achieve better hiring outcomes.
• Renewal & Expansion
• Own contract renewals and identify upsell opportunities based on customer success and changing needs.
• Present compelling renewal cases that demonstrate ROI and value delivered, while uncovering additional use cases that drive account growth.

Responsive Support

• Address customer questions, troubleshoot platform issues, and coordinate with internal teams to resolve complex problems quickly.
• Serve as the customer's advocate to ensure their needs are heard and addressed.
• Success Metrics & Reporting
• Track and improve key performance indicators including retention rates, Net Promoter Scores, customer health scores, and product adoption metrics.
• Use data to identify trends and opportunities for improving the customer experience.

About You

• 3+ years in customer success, account management, or client-facing roles, preferably in SaaS
• Proven track record managing customer renewals and driving retention
• Strong analytical skills for interpreting customer data and usage patterns
• Excellent communication abilities for both proactive outreach and reactive support
• Experience identifying and executing expansion opportunities within existing accounts
• Collaborative approach for working with sales, product, and support teams
• Background in HR technology or industrial markets is highly valued
• Customer-first mindset with a passion for driving measurable success

Why This Role Matters

You'll directly impact the success of companies that keep our economy running manufacturers, industrial service providers, and skilled trades organizations. When customers succeed at hiring, their businesses grow, their teams thrive, and critical infrastructure stays operational. Youll have the tools, autonomy, and support to build lasting relationships while contributing to a mission that matters.