Customer Success Manager - B2B Software

DSL Telecom; Somerset West; On-site; ZAR 420,000 - 600,000; Full time

Job summary

DSL Telecom is seeking a Customer Success Manager in Somerset West to drive growth by helping key customers maximize Zoho usage. You will engage with customers, train teams, and collaborate with Sales/Marketing to ensure consistently high-quality experiences.

Travel, bilingual communication, and strong relationship management are part of this role. Successful candidates are social, analytical, and quick to learn new software, with a proven track record in SaaS customer success and onboarding.

Qualifications

• Communications or Marketing Degree or similar.

Responsibilities

• Drive the early success phase for new customers and ensure a positive start to a long relationship.
• Own overall relationship of assigned customer accounts, onboarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and up-sells.
• Coach customers at individual (Key account training) and group level to be product experts and train their teams on Zoho best practices.
• Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations.
• Proactively coach and guide customers to engage in best practices that enable them to succeed with the ZOHO platform.
• Collaborate with Sales, Marketing and Product teams to offer customers a consistently high-quality experience with the ZOHO brand.
• Serve as the voice of the customer and collect feedback to drive continuous improvement.
• Identify common customer challenges and proactively suggest better solutions.
• Track accounts to identify churn risk and work proactively to eliminate that risk.
• Establish a trusted/strategic advisor relationship with each Key customer.
• Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion.

Skills

Customer success

SaaS experience

Communication skills

Bilingual English/Afrikaans

Training & onboarding

Relationship management

Cross-functional collaboration

Analytical mindset

Education

Communications or Marketing Degree

Tools

Zoho CRM

Microsoft Office

Job description

Somerset West, South Africa | Posted on 13/07/2026

We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results to join our Customer Success department. Your position will be key to our growth strategy and you will work closely with our Key customers helping them use ZOHO to its full potential.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

Watch this quick video to get an overview of the role as aZoho Customer Success Manager at DSLTelecom:

About DSL Telecom

DSL Telecom is a trusted business technology partner helping companies run smarter through connectivity, voice, cloud platforms, and integrated tools that work seamlessly together. We are an award-winning Zoho Premium Partner, as well as a Top Telkom Dealer, a Vox Partner in South Africa, and a Yeastar Certified Partner, positioning us perfectly to deliver end-to-end solutions that businesses rely on every day.

The business world isn’t just changing, it’s being rebuilt. Cloud is now the default, AI is becoming everyday business technology, and tighter budgets are driving demand for affordable, user-friendly platforms where core systems connect seamlessly with minimal integration effort. That’s exactly where DSL Telecom thrives. We help businesses adopt modern technology that simplifies operations, improves customer experience, and supports real growth.

We’re a fast-moving, customer-obsessed team that values ownership, accountability, and continuous learning. We believe in doing brilliant work, moving with purpose, and creating a culture where people can grow their careers while making a meaningful impact. If you’re motivated, curious, and ready to help shape the way businesses are being built with technology, we’d love to meet you.

Responsibilities

• Drive the early success phase for our new customers and ensure a positive and productive start to a long relationship
  
• Own overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and up-sells
  
• Coach customers at individual level (Key account training) and group level (National paid training & Free Zoho Meet-Ups) to be product experts and train their teams on Zoho best practices so they become increasingly self-sufficient.
  
• Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations
  
• Proactively coach and guide customers to engage in best practices that enable them to succeed with the ZOHO platform
  
• Collaborate with Sales, Marketing and Product teams to offer customers a consistently high-quality experience with the ZOHO brand
  
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas
  
• Identify common customer challenges and proactively suggest better solutions
  
• Track accounts to identify churn risk and work proactively to eliminate that risk
  
• Establish a trusted/strategic advisor relationship with each Key customer
  
• Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion
  
• Identify at risk accounts and minimize monthly and annual churn rates
  
• Identify upsell opportunities and work with Sales to drive additional revenue from customers.
  
• Act as point of escalation to ensure effective resolution to all account issues
  
• Travel, meet and engage with customers via phone, email, messaging, remote sessions and onsite to discover and understand their needs and help them use ZOHO to its full potential.
  
• Hold product demonstrations for customers.
  
• Evaluate and improve tutorials and other communication infrastructure.
  
• Develop and maintain positive business, supplier and customer relationships.
  
• Report on a regular basis to management your sales activity, accounts status and possible issues.
  
• Achieve mastery of the ZOHO platform and become an expert in the SaaS space.
  
• Keep abreast of industry best practices and promotional trends.
  
• Attend, engage, train and get certified on provided training platforms.
  
• Continuously improve through feedback.
  

Requirements

• Communications orMarketing Degree or similar.
• Minimum 2 years ofsoftware support experience.
  
• 2+ years in a SaaS environment.
  
• Prior experience inCustomer Success or equivalent history of increasingcustomer satisfaction, adoption, and retention.
• Proven Experiencewith Application / Internet-Based Customer Support.
• Ability to (afterinitial training) self-manage and work within multiplesystems efficiently.
• The ability tomanage multiple tasks at once and work with non-internetsavvy people in an application-based environment.
• Excellentcommunication skills and a positive attitude.
• Progressivepersonal and business-related ideas.
• Not easily upset,frustrated, or flustered.
• Love of learningand teaching.
• Ability toeffective research and monitor upcoming and current internetmarketing trends.
• Fully bilingual(English & Afrikaans or other Language).
  

Bonus

• Acomprehensive understanding of Sales, Marketing, Support,HR, Accounting or Operations principles.
  
• We are open to local candidates only! You'll need to be inDSL Telecom’s office in Somerset West on a regular basis withability to work remote when required.