Customer Success Manager

Placements24; Mossel Bay; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Health benefits

Remote work

Home office stipend

Career development

Bonuses

Paid time off

Job summary

Placements24, a client in the maritime SaaS sector, is seeking a results-driven Customer Success Manager to join the expanding team. The role is fully remote within South Africa, with Mossel Bay as the base.

You will build relationships, drive adoption, manage a portfolio, run quarterly business reviews, and identify upsell opportunities while collaborating with product and sales teams. The ideal candidate has SaaS CS/Account Mgmt experience, strong CRM, data analysis, and excellent

Qualifications

• Experience in Customer Success or Account Management in SaaS.
• Able to manage a portfolio and drive retention and growth.
• Excellent communication and presentation skills.
• Strong CRM knowledge and data-driven mindset.
• Remote-working capability and self-motivation.
• Experience in maritime or logistics is a plus.

Responsibilities

• Build and maintain strong, long-lasting relationships with a portfolio of key clients.
• Proactively engage with clients to understand their business goals and challenges.
• Develop success plans to help clients achieve outcomes using our platform.
• Conduct quarterly business reviews to assess progress and identify upsell opportunities.
• Monitor client health and usage metrics, addressing risks proactively.
• Serve as the main contact for escalations and ensure timely resolution.
• Onboard new clients and ensure smooth implementation.

Skills

Customer success

Account management

CRM

Data analysis

Communication

Presentation

Education

Bachelor's degree in Business, Marketing, or related field

Tools

CRM

Job description

Our client, a leading SaaS provider for the maritime industry, is seeking an enthusiastic and results-oriented Customer Success Manager to join their expanding team, based in Mossel Bay, Western Cape, ZA . This pivotal role focuses on nurturing client relationships, ensuring they maximize the value of our platform, and driving retention and growth. You will be the primary advocate for your portfolio of clients, understanding their business objectives and aligning our solutions to meet their needs. This is a fully remote position, offering the flexibility to work from anywhere within South Africa , while still being an integral part of our vibrant team. We pride ourselves on building long-term partnerships with our clients and are looking for someone who is passionate about client satisfaction and proactive engagement. This role presents a fantastic opportunity for a driven individual to contribute to our ongoing success and client retention efforts.

Key Responsibilities

• Build and maintain strong, long-lasting relationships with a portfolio of key clients.
• Proactively engage with clients to understand their business goals and challenges.
• Develop success plans that outline how clients will achieve their desired outcomes using our platform.
• Conduct regular business reviews (QBRs) to assess client progress and identify opportunities for upselling or cross-selling.
• Monitor client health and usage metrics, intervening proactively to address any risks.
• Serve as the main point of contact for client escalations and concerns, ensuring timely and effective resolution.
• Onboard new clients, ensuring a smooth and successful implementation process.
• Gather client feedback and insights, relaying this information to product and sales teams.
• Educate clients on new features and best practices to enhance their utilization of the platform.
• Drive client advocacy through case studies, testimonials, and referrals.

Requirements

• Proven experience in Customer Success, Account Management, or a similar client-facing role, preferably within the SaaS industry.
• Demonstrated ability to manage a portfolio of clients and achieve retention and growth targets.
• Excellent interpersonal, communication, and presentation skills.
• Strong understanding of customer relationship management (CRM) principles.
• Ability to analyze data and derive actionable insights.
• Experience in the maritime or logistics industry is a strong plus.
• Proactive, self-motivated, and able to work independently in a remote setting.
• Bachelor's degree in Business, Marketing, or a related field is preferred.
• Proficiency in English is essential; additional languages are a bonus.
• Must be legally authorized to work in South Africa and comfortable working remotely.

Benefits

• Competitive salary package.
• Performance-based bonuses and incentives.
• Flexible remote work environment.
• Comprehensive health and wellness benefits.
• Generous paid time off and holiday schedule.
• Opportunities for professional development and continuous learning.
• Access to cutting-edge SaaS technology.
• Collaborative and supportive team culture.
• Clear career progression pathways.
• Company-provided equipment and home office stipend.