Customer Success Manager

Acumatica; Cape Town; Remote; ZAR 600,000 - 800,000; Full time

Job summary

A software solutions company in South Africa seeks a Customer Success Manager to enhance customer satisfaction and manage relationships effectively. The ideal candidate has over 5 years of experience in SaaS or ERP and strong communication skills. This full-time role offers remote work opportunities and aims for excellence in customer success metrics.

Qualifications

• At least 5 years of SaaS or ERP experience in sales, implementation, or support roles.
• Located in Africa.
• Passion for driving customer satisfaction.
• Ability to interact effectively with C-level executives.

Responsibilities

• Achieve world-class NPS/CSAT scores through effective territory management.
• Coach partners' Customer Success Managers.
• Own and manage customer escalations.

Skills

Excellent oral and written communication skills

Skills in listening and questioning

Experience in coaching and teaching

Ability to work efficiently in a distributed environment

Detail-oriented and organized

Job description

We are looking to hire a Customer Success Manager in Africa.

In this role you will:

• Achieve world-class NPS / CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and efficient territory management.
• Coach and teach our partners' Customer Success Managers (PCSMs) to excel at customer success.
• Own and manage customer escalations and coordinate across departments to reach final resolution.
• Assist PCSMs with policy and license questions.
• Contribute to Customer Success best practices.

Qualifications:

• At least 5 years of SaaS or ERP experience, preferably in sales, implementation, or support roles.
• Located in Africa.
• Excellent oral and written communication skills.
• Ability to work efficiently in a distributed, telecommuted environment.
• Skills in listening, questioning, building consensus, de-escalation, and solving ambiguous problems.
• Experience in coaching and teaching customer success management.
• Experience with high-stakes account management, subscription renewals, churn and contraction mitigation, and expansion.
• Passion for driving customer satisfaction and making good business decisions.
• Willingness to learn new software, processes, and policies, and share knowledge.
• Quick learner, resourceful, self-directed, and able to work independently.
• Detail-oriented and organized.
• Ability to interact effectively with C-level executives in companies with 100+ employees.
• Skilled in managing tense situations and bringing them to resolution.
• Proficient at handling diverse workloads and prioritizing effectively.
• Enjoys and thrives in a dynamic, fast-paced, evolving work environment.
• Team player willing to contribute to overall team success.

Additional Information:

Acumatica is an Affirmative Action and Equal Opportunity Employer, providing consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status. We do not discriminate based on disability.

If you need a reasonable accommodation due to a disability to search or apply online, please email us. This email is exclusively for disabled job seekers seeking accommodations. Other inquiries will not receive a response.

Remote Work: Employment Type: Full-time

Key Skills:

Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing

Department / Functional Area: Sales

Experience: 5+ years

Vacancy: 1