Customer Success Advocate

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Hybrid work arrangement

Medical insurance

Retirement savings plan

Job summary

Placements24 in South Africa is seeking a proactive Customer Success Advocate to join our Nelspruit-based team. This hybrid role combines in-office collaboration with flexible remote work to drive client adoption and retention for our SaaS platform.

You will onboard clients, monitor health, conduct business reviews, and collaborate with sales, product, and support to ensure a seamless client experience. The successful candidate will have SaaS experience, strong communication, and a passion for

Qualifications

• 3+ years in Customer Success, Account Management, or similar client-facing role (SaaS preferred).
• Proven ability to build and maintain strong client relationships.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of SaaS business models and customer lifecycle.
• Ability to analyze data and identify trends in adoption and satisfaction.
• Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Bachelor's degree in Business, Marketing, Communications, or related field.
• Must be able to attend meetings and collaborate in Nelspruit office as required by hybrid schedule.
• Proactive and results-oriented with client advocacy.
• Experience with onboarding and training clients is highly desirable.

Responsibilities

• Onboard new clients, guiding them through initial setup and implementation.
• Proactively engage with clients to understand goals and ensure maximum platform value.
• Monitor client health and identify churn risks, implementing retention strategies.
• Conduct regular business reviews with clients to discuss progress, value, and future opportunities.
• Serve as the primary point of contact for clients, addressing inquiries and concerns.
• Collaborate with sales, product, and support teams for a seamless client experience.
• Identify opportunities for client growth and expansion within existing accounts.
• Gather client feedback and advocate for their needs internally to influence product development.
• Develop and share best practices for using the platform effectively.
• Maintain accurate client records and engagement history in the CRM system.

Skills

Customer relationships

Data analysis

CRM proficiency

Communication skills

Education

Bachelor's degree

Tools

Salesforce

HubSpot

Job description

About the Role

Our client, a fast-growing software-as-a-service (SaaS) provider, is seeking a proactive Customer Success Advocate to join their team in Nelspruit, Mpumalanga. This hybrid role combines the benefits of remote work with essential in-office collaboration, allowing for optimal engagement with clients and team members. You will be dedicated to ensuring our clients achieve their desired outcomes while using our platform, proactively identifying needs, and providing strategic guidance. This is a key role in fostering long-term client relationships and driving adoption within the Nelspruit area. We are looking for individuals passionate about client growth and retention.

Key Responsibilities

• Onboard new clients, guiding them through the initial setup and implementation process.
• Proactively engage with clients to understand their goals and ensure they are maximizing the platform's value.
• Monitor client health and identify potential risks of churn, implementing retention strategies.
• Conduct regular business reviews with clients to discuss progress, value, and future opportunities.
• Serve as the primary point of contact for clients, addressing their inquiries and concerns.
• Collaborate with sales, product, and support teams to ensure a seamless client experience.
• Identify opportunities for client growth and expansion within their existing accounts.
• Gather client feedback and advocate for their needs internally to influence product development.
• Develop and share best practices for using the platform effectively.
• Maintain accurate client records and engagement history in the CRM system.

Requirements

• Minimum of 3 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in SaaS.
• Proven ability to build and maintain strong client relationships.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of SaaS business models and customer lifecycle.
• Ability to analyze data and identify trends related to customer adoption and satisfaction.
• Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Must be able to attend meetings and collaborate in our Nelspruit, Mpumalanga office as required by the hybrid schedule.
• Proactive and results-oriented with a passion for client advocacy.
• Experience with onboarding and training clients is highly desirable.

Benefits

• Our client offers a competitive salary with potential for bonuses based on client retention and growth metrics.
• Comprehensive benefits include medical insurance and retirement savings plans.
• This role provides the flexibility of a hybrid work arrangement, promoting work-life balance.
• You will benefit from continuous learning opportunities, professional development programs, and the chance to grow within a dynamic company.
• Working within our Nelspruit team offers a collaborative and supportive atmosphere, focused on achieving shared success.