Customer Success Manager - B2B Software

Job Title: Customer Success Manager

Location: Somerset West, South Africa | Posted on 09/04

DSL Telecom is a Sales & Marketing company specializing in high-demand technology products including Internet, Voice, and Cloud Services. We are the largest Vox business partner in South Africa, the largest post-paid Telkom dealer in the country, and the first and largest Zoho partner in Sub-Saharan Africa.

We have received numerous awards for our achievements. Our positioning in high-growth industries offers endless possibilities for DSL Telecom and the right candidate.

Job Brief

We are seeking a technically savvy Customer Success Manager with a strong drive for results to join our Customer Success team. Your role will be crucial to our growth strategy, working closely with key customers to maximize their use of ZOHO and ensure their success. The ideal candidate is social, analytical, eager to learn and utilize new software, and communicates clearly and effectively.

Responsibilities

1. Drive the initial success phase for new customers, ensuring a positive start to a long-term relationship.
2. Manage overall relationships with assigned customer accounts, including onboarding, training, developing solutions, increasing user engagement, and ensuring retention and upselling.
3. Coach customers at individual and group levels to become product experts and self-sufficient in Zoho.
4. Outline critical success factors, metrics, potential issues, and provide recommendations.
5. Guide customers in best practices to succeed with ZOHO.
6. Collaborate with Sales, Marketing, and Product teams to deliver a high-quality customer experience.
7. Serve as the voice of the customer, collecting feedback for continuous improvement.
8. Identify challenges, suggest solutions, and track accounts for churn risk, working proactively to mitigate it.
9. Establish strategic relationships with key customers and conduct regular reviews to assess satisfaction and opportunities for expansion.
10. Identify upsell opportunities and collaborate with Sales to increase revenue.
11. Act as a point of escalation for account issues.
12. Travel as needed to meet and engage with customers via various channels.
13. Conduct product demonstrations and improve communication materials.
14. Maintain positive relationships with business partners and customers.
15. Report regularly on sales activity, account status, and issues.
16. Achieve mastery of the ZOHO platform and stay updated on industry trends.
17. Participate in training and certification programs for continuous improvement.

Requirements

• Degree in Communications, Marketing, or related field.
• Minimum 2 years of software support experience.
• Over 2 years in a SaaS environment.
• Experience in Customer Success or similar roles increasing customer satisfaction, adoption, and retention.
• Proven support experience with applications or internet-based services.
• Ability to self-manage and work efficiently across multiple systems.
• Excellent communication skills and a positive attitude.
• Passion for learning and teaching.
• Ability to research and monitor internet marketing trends.
• Fully bilingual in English and Afrikaans or other languages.

Bonus: Knowledge of Sales, Marketing, Support, HR, Accounting, or Operations principles.

Note: Candidates must be based in Somerset West and available to work in the office regularly, with remote work as needed.