Customer Success Manager

digicert; Cape Town; On-site; ZAR 600,000 - 1,200,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Generous PTO and family leave

Job summary

DigiCert is seeking a Customer Success Manager to manage some of DigiCert's largest Enterprise PKI, IoT and TLS clients, serving as a primary contact and ensuring client needs are met through proactive communication and cross-functional collaboration with internal teams.

The ideal candidate will manage multiple accounts, resolve issues quickly, and identify opportunities to drive growth and enhance client satisfaction while maintaining a high level of customer service.

Qualifications

• 2+ years customer success/relationship/account management experience in Digital Security, SaaS or Software.
• Fluency in Dutch, Spanish, and/or French would be advantageous.
• Experience with CRM tools such as Salesforce and MS Office Suite.
• Demonstrated ability to work in a fast-paced, cross-functional team environment.

Responsibilities

• Understand and articulate a customer's objectives and the impact of DigiCert solutions.
• Manage and grow customer relationships across internal teams including Sales, Support and Product.
• Present customer business reviews to executives and technical contacts.
• Monitor renewals to avoid service disruption and communicate upcoming changes.

Skills

Customer success

Account management

Relationship building

CRM tools

Salesforce

MS Office

Multilingual

Tools

Salesforce

MS Office Suite

Job description

Who we are

DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today's threats and prepare for a quantum-safe future at www.digicert.com

Job summary

As a Customer Success Manager, you will manage some of DigiCert's largest Enterprise PKI, IOT and TLS clients where you will be responsible for building and maintaining strong relationships. The role serves as a primary point of contact, ensuring the client's needs and objectives are met through proactive communication, strategic planning and cross functional collaboration with internal teams such a Product, Services, Support and Compliance and Sales

DigiCert's Premium clients receive a higher level of support, faster response times, proactive information about service updates and support escalation to make sure they receive the right level of service at the appropriate time. The ideal candidate will be adept at managing multiple accounts, resolving issues quickly and identifying opportunities to drive growth and enhance client satisfaction.

What you will do

• Understand and articulate a customer's business objectives and the impact DigiCert's solutions have on their business objectives
• Understand how our customers are utilizing DigiCert's security solutions and recommend additional features that can be leveraged to increase their security posture
• Develop and proactively manage strong relationships with internal personnel in all functional areas of DigiCert including Sales, Support and Product Management
• Present customer business reviews to executive business owners and technical customer contacts as well as internal stake holders
• Monitor service renewals and expirations to avoid disruption to service
• Communicate upcoming changes which may impact services
• Provide expert level escalation management techniques and effectively communicate ongoing status of technical issues to key stakeholders
• Manage customer lifecycle to ensure customer's business goals are met and they realize value in their investment
• Drive and maintain a high level of customer satisfaction
• Assist Sales account managers with the renewal of all entitlements and solutions for your customers
• Provide accurate and timely reporting to meet both internal and customer requirements
• Invest in ongoing self-development to acquire industry relevant skills necessary to satisfy your customer's needs (i.e., Security+ certification)

What you will have

• 2+years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector.
• Fluency in Dutch, Spanish, and/or French would be considered advantageous
• Previous experience with Sales Engineering, Customer Service, or other customer-facing roles (desired)
• Previousexperiencewithprojectmanagement/ PMP,CAPM, orotherProjectManagementcertification(desired)
• Tertiary qualification (advantageous)
• Digital Security Industry certification (advantageous)
• ExperiencewithCRMtoolssuchasMSOffice SuiteandSalesforce.
• Demonstrable abilityto workwellin afast‑paced,challengingenvironment as part of a dynamic teamofprofessionalsandcancommunicateeffcientlyingroupsetsting as well of seniormanagement
• abilitytoanalysecomplexsituations and workcross‑functionally towards a solution
• Demonstrates the ability to use organizational skills to create a productive process that the larger team can understand and follow efficiently
• Strong organizational skills and very detail oriented, with experience developing and maintaining best practices
• Experience working with enterprise customers, with the ability to diffuse complex customer challenges
• Customer Centric mindset, with a focus on delivering exceptional service and understanding client needs
• Excellent written and verbal communications skills

Benefits

• Competitive compensation and comprehensive benefits package
• Generous paid time off, including holidays and additional leave options
• Family-friendly leave policies, including maternity, paternity, and other supportive leave programs
• Health and wellness support, including medical cover (where applicable), gym reimbursements, and mental well-being resources
• Pension, life insurance, and income protection benefits (location dependent)
• Employee Assistance Program with 24/7 confidential support for employees and their families
• Education assistance and professional development opportunities
• Access to LinkedIn Learning and continuous learning resources
• Employee referral bonus program and additional company perks and discounts
• Business travel insurance and global employee support programs

To protect candidate information a