Customer Success Advocate

Mimecast; Johannesburg; Hybrid; ZAR 348,000 - 576,000; Full time

Job summary

A leading cybersecurity company in Johannesburg is seeking a Customer Success Advocate to manage Global SMB accounts. The role requires 2-5 years of experience in Customer Success within a SaaS environment. The ideal candidate will have strong technical skills and excellent communication abilities. This position supports a hybrid working model, allowing for flexibility while engaging with international clients. Competitive salary offered, along with benefits.

Qualifications

• 2-5 years of experience in Customer Success or Account Management in SaaS.
• Experience in cybersecurity preferred.
• Ability to work with diverse customer bases globally.

Responsibilities

• Manage a high volume of Global SMB accounts.
• Monitor customer health and performance metrics.
• Collaborate with internal teams for optimal customer experience.

Skills

Customer Success Management

Technical Savvy

Analytical Mindset

Strong Communication Skills

Collaboration

Tools

Salesforce CRM

Gainsight

Job description

Customer Success Advocate (Digital)

What You’ll Do :

• Share ownership of a high volume of pooled Global SMB accounts; understand customer goals and challenges and provide scaled solutions and recommendations to map their journey to value realization.
• Develop a technical understanding of Mimecast’s core product suite and use this to assist with the design and delivery of 1 : M customer deliverables, supporting adoption and feature utilization at scale.
• Proactively monitor customer health and performance metrics across the base, identifying opportunities for improvement, risk mitigation, and churn prevention.
• Collaborate with internal teams in Sales, Professional Services, Renewals, and Support to ensure an optimal customer experience.
• Represent the voice of the customer, providing insights and feedback to senior stakeholders in Customer Success, Product, and Support.

What You’ll Bring :

• 2-5 years of experience in a Customer Success or Account Management role within a SaaS or technology company, preferably within a high-volume segment.
• Strong customer, partner, and market orientation in software and subscription services.
• Technically savvy: able to learn new technology and keep up with system enhancements.
• Analytical mindset with the ability to leverage data for decision-making.
• Results-oriented with a focus on customer satisfaction, retention, and revenue growth.
• Ability to collaborate and plan strategically with sales teams to directly contribute to GRR and D&C.
• Strong verbal and written communication skills.
• Experience in a SaaS company within the cybersecurity space is preferred.
• Familiarity with Salesforce CRM, Gainsight, and other Customer Success tools is desirable.

Considerations :

• The customer base is global; CSAs may need to work outside regular RSA hours to accommodate international customer meetings.

What We Bring

Join our team to accelerate your career, working on impactful projects in a dynamic environment that recognizes your achievements.

Our Hybrid Model : We offer flexibility through our hybrid working model, combining collaborative in-office days with remote work. Employees are expected to work in the office at least two days per week to foster collaboration, innovation, and community connections.

LI-YK1

The RSA base salary range for this position is R348,000 - R576,000 annually, plus benefits. This range reflects the minimum and maximum for new hires and may include bonuses and other benefits. Salary offers depend on role, level, location, individual capabilities, and experience.