Customer Success Manager

Placements24; Durban; Hybrid; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Hybrid work model

Performance bonuses

Professional development

Durban office

Job summary

Placements24 is seeking a proactive Customer Success Manager in Durban to manage a client portfolio and drive onboarding, adoption, and ongoing engagement. You will cultivate strong relationships, advocate for client success, and collaborate with Sales, Product, and Support to deliver value.

The role requires a Bachelor’s degree and at least 3 years in customer success or related roles, with strong communication skills and CRM proficiency.

Qualifications

• Bachelor's degree in a related field.
• 3+ years in customer success, account management, or client-facing roles (B2B or SaaS).
• Proven ability to build and maintain client relationships at various levels.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of customer success principles and data-driven insights.
• Proficiency with CRM tools (Salesforce, HubSpot) and CS platforms.

Responsibilities

• Own a portfolio of clients with onboarding, adoption, and ongoing satisfaction.
• Create tailored success plans aligned to client goals and ROI.
• Conduct regular check-ins and business reviews to identify growth opportunities.
• Proactively identify risks to retention and address them.
• Serve as liaison between clients and Sales, Product, Support teams.
• Educate clients on new features and best practices to maximize value.
• Monitor health metrics and engagement; take actions to improve outcomes.
• Gather feedback to inform product enhancements and service improvements.
• Drive upsell and cross-sell opportunities based on client needs.

Skills

Relationship building

Communication

Data analysis

Customer success

Education

Bachelor's degree in Business Admin/Marketing/Communications

Tools

Salesforce

HubSpot

Job description

About the Role

Our client, a leader in the SaaS industry, is looking for a proactive and relationship-driven Customer Success Manager to join their vibrant team in Durban, KwaZulu-Natal . This role is pivotal in ensuring our clients derive maximum value from our products and services, fostering long-term partnerships and driving retention. You will be the primary point of contact for a portfolio of clients, guiding them through onboarding, adoption, and ongoing engagement. Success in this role hinges on understanding client needs, proactively addressing challenges, and advocating for their success internally. We are seeking someone passionate about customer advocacy and building strong, lasting relationships within the dynamic business landscape of Durban .

Key Responsibilities

• Manage a portfolio of clients, ensuring successful onboarding, adoption, and ongoing satisfaction.
• Develop and execute tailored success plans for each client to align with their business objectives.
• Conduct regular check-ins and business reviews with clients to assess progress and identify opportunities for growth.
• Proactively identify and address potential risks to client retention and satisfaction.
• Serve as the primary liaison between clients and internal teams (Sales, Product, Support) to ensure seamless communication and issue resolution.
• Educate clients on new features, best practices, and how to leverage the product to its fullest potential.
• Monitor client health metrics and engagement levels, taking appropriate action to improve outcomes.
• Gather client feedback and insights to inform product development and service improvements.
• Drive upsell and cross-sell opportunities by identifying client needs that align with additional offerings.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 3 years of experience in customer success, account management, or a client-facing role, preferably in a B2B or SaaS environment.
• Proven ability to build and maintain strong relationships with clients at various levels.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of customer success principles and best practices.
• Ability to analyze data, identify trends, and translate insights into action plans.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Proactive, self-motivated, and able to manage time effectively in a hybrid work model.
• Experience working within the KwaZulu-Natal business community is a plus.

Benefits

• Competitive annual salary of ZAR.
• Hybrid work arrangement, offering flexibility and the opportunity to collaborate in our Durban office.
• Exposure to a leading SaaS product and a fast-paced, innovative environment.
• Opportunities for professional development and career advancement.
• Collaborative and supportive team culture.
• Potential for performance-based bonuses and incentives.