Customer Success Manager

redember-recruitment; Johannesburg; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Red Ember Recruitment is recruiting on behalf of our client for a Customer Success Manager. This role drives customer engagement, retention, and long-term client success, ensuring customers achieve maximum value from learning solutions while building trusted relationships, improving product adoption, and identifying renewal opportunities.

Responsibilities include onboarding new clients, coordinating internally for successful implementations, managing key relationships, monitoring adoption,

Qualifications

• Bachelor's Degree in Business Administration, Marketing, Education, or a related field.
• 2-5 years' experience in Customer Success Account Management or Client Services within Learning, EdTech, or SaaS.
• Experience with CRM systems, LMS, and E-learning platforms.

Responsibilities

• Onboard and implement new clients, aligning learning solutions with objectives.
• Build and maintain strong, long-term relationships with key stakeholders.
• Monitor adoption, identify churn risks, and drive renewals and growth.
• Develop customer success stories, testimonials, and referrals.
• Maintain CRM records and report CSAT/NPS/retention metrics.

Skills

Communication

Relationship-building

Analytical thinking

Stakeholder management

Presentation skills

Facilitation

Organised

Proactive

Customer-centric

Education

Bachelor's Degree in Business Administration or related field

Tools

CRM systems

LMS

E-learning platforms

Job description

Red Ember Recruitment is recruiting on behalf of our client for a Customer Success Manager. Our client is looking for an experienced Customer Success Manager to drive customer engagement, retention, and long-term client success. This role is responsible for ensuring customers achieve maximum value from the company's learning solutions while building trusted relationships, improving product adoption, and identifying opportunities for renewals and growth.

Client Onboarding & Implementation

Manage the on boarding process for new clients, ensuring a seamless implementation. Understand client objectives and align learning solutions with their business needs. Coordinate with internal teams to deliver successful implementations.

Customer Relationship Management

Build and maintain strong, long-term relationships with key stakeholders. Act as the primary point of contact for assigned accounts. Conduct regular business reviews and customer check-ins.

Customer Success & Retention

Monitor customer adoption and engagement. Identify churn risks and implement retention strategies. Drive customer renewals. Identify up selling and cross-selling opportunities in collaboration with the Sales team.

Customer Advocacy

Gather customer feedback and communicate insights to internal teams. Develop customer success stories, testimonials, and referrals.

Reporting

Maintain accurate customer records within the CRM system. Track customer success metrics including: Customer Satisfaction (CSAT). Net Promoter Score (NPS). Retention. Renewals. Provide management with customer health and engagement reports.

Requirements

• Bachelor's Degree in Business Administration, Marketing, Education, or a related field.
• 2-5 years' experience in: Customer Success Account Management Client Services Experience within the Learning, EdTech, or SaaS industry is highly advantageous.
• Experience working with: CRM systems Learning Management Systems (LMS) E-learning platforms Training programme delivery environments.
• Excellent communication and interpersonal skills.
• Strong relationship-building ability.
• Customer-centric mindset.
• Analytical and solution-oriented.
• Strong stakeholder management.
• Excellent presentation and facilitation skills.
• Ability to thrive in a fast-paced, high-volume environment.
• Highly organised with excellent attention to detail.
• Commercially aware with a proactive approach to customer success.