Customer Success Associate

Black Swan Data; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A market research firm in Cape Town is seeking a Customer Success Associate to support key global clients and enhance client experiences. This entry-level position focuses on learning client relationship management fundamentals, contributing to account health, and offers significant professional development opportunities. Candidates should have 1-2 years in customer service or related roles, strong analytical skills, and a proactive mindset.

Qualifications

• 1-2 years of experience in client service or customer success roles.
• Strong analytical skills with the ability to produce clear insights.
• Detail-oriented with excellent organizational skills.

Responsibilities

• Support relationships with key global clients.
• Produce Trendscope Analyst reports and presentations.
• Monitor and report on Trendscope usage patterns.

Skills

Customer service

Analytical skills

Communication

Organizational skills

Problem-solving

Education

Bachelor's degree in business, marketing, or related field

Job description

Overview

Job title: Customer Success Associate

Job Location: Western Cape, Cape Town

Deadline: September 18, 2025

The Role

The Role:

• The Customer Success Associate role is an excellent entry point into client relationship management at Black Swan. This role focuses on learning the fundamentals of client success while providing essential support to ensure client satisfaction and platform adoption. Working closely under the mentorship of Account Directors and Customer Success Managers, the Customer Success Associate will gain hands-on experience in the market research industry while contributing to positive client experiences and account health.
• Customer Success Associates support the execution of client engagement strategies, assist with Trendscope Analyst hours deliverables, and help monitor platform usage to support proactive client management. This role provides a strong foundation for career growth in client success and account management within the insights sector.
• The ideal candidate will be eager to learn, demonstrate strong service orientation, and possess excellent communication skills. This position offers significant professional development opportunities for individuals looking to build their career in client success within the market research industry.

Key Responsibilities

• Support in maintaining relationships with Black Swan's key global CPG clients, ensuring responsive and professional service delivery
• Conduct and produce Trendscope Analyst reports, including analysis and PowerPoint presentation preparation
• Maintain accurate client records and communication logs to support account management activities
• Monitor and report on Trendscope usage patterns, Analyst hours consumption, and client satisfaction metrics and identify potential risks or optimization opportunities
• Assist in the execution of account plans and client engagement strategies developed by Account Directors and Customer Success Managers
• Coordinate with Datasets teams to ensure ongoing expansion of Black Swan’s category datasets
• Proactively identify opportunities to enhance client experience and share insights with Customer Success Managers and Commercial Leads
• Contribute to client communications and participate in client meetings as directed by Customer Success Managers

Essential Skills and Experience

• 1-2 years of experience in client service, customer success, or related roles; exposure to the insights or market research industry is a plus but not required
• Strong analytical skills with ability to synthesize information and produce clear insights
• Detail-oriented with excellent organizational and time management abilities
• Demonstrated ability to work collaboratively and support team objectives
• Proactive mindset with strong problem-solving capabilities
• Bachelor's degree preferred, ideally in business, marketing, or related field
• Eagerness to learn about CPG industry trends and market research methodologies
• Professional communication skills and strong willingness to develop expertise in client-facing situations