Customer Success Manager

First Technology Pty Ltd; Gauteng; Hybrid; ZAR 500 000 - 700 000; Full time

Job summary

A tech solutions company in South Africa is seeking a Customer Success Manager to enhance client satisfaction and drive account growth. Responsibilities include managing client relationships, leading onboarding sessions, and collaborating with internal teams. Ideal candidates should have over 3 years of B2B SaaS customer success experience and strong communication skills. Join us to impact diverse industries and ensure customer satisfaction with our platform.

Qualifications

• 3+ years of B2B SaaS customer success, account management or consulting experience.
• Superb written and verbal communication skills.
• Bold, self-driven and high energy.

Responsibilities

• Build strong relationships with clients.
• Serve as the main point of contact for clients.
• Lead onboarding of new accounts.

Skills

B2B SaaS customer success

Account management

Consulting experience

Written communication

Verbal communication

Adaptability

Presentation skills

Education

Bachelor's degree (BA or BS)

Job description

The CRM Team is a leading monday.com partner helping organizations across Africa simplify collaboration, automate workflows, and scale with confidence.

As a Customer Success Manager, you will play a key role in ensuring our clients realize the full potential of monday.com. You will be the bridge between our implementation teams and the customer, ensuring seamless adoption, measurable outcomes, and long-term retention. You will also support our Account Managers to ensure that happy customers renew and expand their accounts.

You will work with customers across diverse industries to help them unlock productivity through monday.com’s Work OS — designing tailored workflows, leading onboarding sessions, and driving user engagement. Your success will be measured by customer satisfaction, renewal rates, and growth within existing accounts.

About The Role:

• Build strong relationships with our clients to understand their needs and ensure their success with monday.com
• Serve as the main point of contact and liaison between clients and the rest of the monday.com team
• Empower customers to connect their goals and challenges with the solution in monday.com
• Take ownership of new accounts and manage their onboarding
• Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product
• Stay in touch with clients to ensure that they're realising the full potential of monday.com
• Build, own, and execute client success and engagement plans
• Navigate client organisations to uncover additional product applications & opportunities for partnership
• Spearhead internal cross-functional improvement projects
• Represent voice of the customer and influence product development roadmap
• Partner with Consulting and Product teams on upsell, cross-sell, and expansion opportunities

Requirements

• 3+ years of B2B SaaS customer success, account management or consulting experience working with accounts of various sizes
• Superb written and verbal communication skills
• Bold, self-driven and high energy
• Ability to take initiative and adapt
• Prior experience in strategy consulting - advantage
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• BA or BS degree