Customer Success Manager

Genasys; Stellenbosch; Hybrid; ZAR 600,000 - 800,000; Full time

Job summary

A leading software solutions provider in South Africa is seeking a Customer Success Manager to develop relationships and ensure clients maximize value from solutions. This hybrid role, based in Stellenbosch or Johannesburg, requires prior experience in a client-facing role within a technology environment. Excellent interpersonal skills and adaptability are essential for success in this position.

Benefits

Medical aid allowance

Pension fund contribution

Group life insurance

Qualifications

• Prior experience in a client-facing support or account manager role, preferably within a software or technology environment.
• A strong understanding of support delivery frameworks or service-level agreement management.
• Hands-on experience with ticketing and collaboration tools.

Responsibilities

• Develop and nurture strong, trust-based relationships with key client stakeholders.
• Coordinate the resolution of support tickets and ensure adherence to service level agreements.
• Conduct regular check-ins and strategic reviews with clients.

Skills

Interpersonal skills

Conflict management

Negotiation skills

Adaptability

Tools

Jira

Confluence

Microsoft Office

Job description

Location:Johannesburg (Rosebank) or Cape Town (Stellenbosch)

Work Model:Hybrid work model (2 x days in office)

Travelling: Monthly onsite visits at clients’ offices will be required.

Package: Basic plus medical aid allowance, pension fund contribution, group life insurance

Who We Are

The Genasys story began in 1997 with a visionary founder who recognised that software was the key to revolutionising insurance efficiency and delivering exceptional customer experiences.

From humble beginnings, we’ve grown into a recognisedInsurtechleader, celebrating over 25 years of innovation. We have a strong foothold in South Africa and the UK, and our expansion into international markets is a testament to our continuous growth and impact. Our unwavering mission is to be the preferredsoftware solutions partnerto theinsurance industryacross Europe, Africa, and the rest of the world.

At Genasys, our core values of transparency, honesty, integrity, and personal accountability drive everything we do. We pride ourselves on delivering excellence ininsurance technology, building lasting partnerships, and always doing what we say we will. Our comprehensive and dynamicinsurance management systemis a testament to our commitment to innovation.

It’s a modular, cloud-based solution that can be applied to any insurance business, adapting seamlessly regardless of currency, language, or destination. With our platform, clients benefit from faster product launches and an average of34% reduction in operating costs, enabling them to transactover £3 billion in Gross Written Premiumand manageover 1.5 million insurance policies globally. Our system boasts352 pre-configured product line templatesand486 robust, well-documented API endpoints, offering unparalleled flexibility and speed to market.

Our flagship platform provides end-to-end policy administration, covering the entire insurance policy lifecycle. This includes intuitive, no-code tools for building wholesale and retail quote-and-bind journeys, seamless renewals, mid-term adjustments, and cancellations. It empowers insurers, MGAs, and brokers to create customised, optimised workflows, manage complex currency, taxation, and multiple languages across regions, and support alternative insurance models such as parametric, micro, or embedded products. The platform is truly designed for insurance, tailored to the unique needs of each business.

We believe our people are critical to our success. We are deeply committed to fostering an environment of continuous learning and development, supporting our teams to drive technological expansion and attract top talent. This commitment is exemplified by initiatives like our Genasys Product and Innovation Campus in Cape Town. Join a team passionate about making insurance better for everyone through cutting-edge technology.

Find out more about us athttps://www.genasystech.com/careers/

ABOUT THE ROLE

The Customer Success Manager (CSM) plays a critical role in ensuring that clients derive maximum value from our solutions and services. The CSM is responsible for developing trusted, long-term relationships by aligning our support efforts with each client’s business objectives and operational priorities.

The key focus of the role is to support delivery, proactive service management, and strong client engagement, while identifying and raising opportunities for further enhancement of services and solutions.

The key responsibilities of the CSM:

1)Build and maintain client relationships

• Develop and nurture strong, trust-based relationships with key client stakeholders.
• Understand client business strategies and align our support efforts accordingly, while working within the overall Genasys framework and strategy.

2)Client support planning

• Coordinate the resolution of support tickets and ensure adherence to service level agreements.
• Facilitate the prioritization of incidents and feature requests.
• Manage escalations and maintain timely communication with clients regarding the progress.
• Keep clients informed about system updates, enhancements, and changes to support processes.

3)Client engagement and retention

• Conduct regular check-ins and strategic reviews with clients through planned Steerco meetings
• Support the onboarding of new clients and/or client representatives to ensure a smooth transition

4)Support Service and efficiency

• Monitor and report weekly on client service metrics to ensure continued alignment with expectations.
• Ensure client support delivery is efficient while aligning with the sprint structure and service level agreements.
• Act as a liaison between clients and the technical teams to translate business needs into actionable tickets.
• Participate in the daily standups to review incident feedback, feature prioritization, and ensure weekly updates are provided to clients.
• Support and maintain accurate client health scores and engagement statuses

ABOUT YOU

You have excellent interpersonal and communication skills, which enable you to effectively engage and build professional relationships with a range of internal and external stakeholders.

A composed and professional individual, you inspire confidence and trust in the stakeholders you engage with. You are solutions-oriented with good conflict management and negotiation skills.

You are resilient and adaptable to change.

Your experience, qualifications, and skills:

• Prior experience in a client-facing support or account manager role, preferably within a software or technology environment.
• A strong understanding of support delivery frameworks or service-level agreement management.
• An understanding of Agile delivery models and sprint-based planning
• Hands-on experience with ticketing and collaboration tools (for example, Jira and Confluence)
• Proficiency in Microsoft Office, specifically Word, Excel, PowerPoint, and Teams
• Prior experience in insurance or financial services environments will be an advantage, but not a minimum requirement.
• Monthly onsite visits at clients’ offices will be required, which may include some national travel.

Email CVs to:[e-mail]

Please note that if you have not heard from us in two weeks, your application has been unsuccessful.

Genasys Technologies respects your right to privacy and complies with the Protection of Personal Information Act (POPIA). We are committed to protecting the confidentiality and security of your personal information. We hereby inform you that we will be retaining your personal information on file for a period of 12 months. This information will be used solely for the purposes of maintaining records and fulfilling legal obligations. Your personal information will be securely stored and will not be disclosed to any third party without your explicit consent, unless required by law or to protect our legitimate interests. By continuing to use our services, you consent to the retention of your personal information as described above. If you wish to request access to or the correction of your personal information, please contact us using the details provided below.