Customer Success Manager - Cape Town

Powerfleet; Wes-Kaap; On-site; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Equal opportunity employer

Inclusive and diverse workplace

Job summary

A global technology leader in Cape Town seeks a Customer Success Manager. This role focuses on onboarding customers, managing relationships, and ensuring product adoption. The ideal candidate has over 3 years of experience in customer success or account management. Join a collaborative team dedicated to leveraging technology for business success.

Qualifications

• 3+ years in customer success or account management roles.
• Strong ability to analyze customer data.
• Excellent relationship-building and communication skills.
• Own vehicle and valid driver’s license.

Responsibilities

• Onboard and implement customers with Powerfleet’s solutions.
• Serve as primary contact for assigned accounts.
• Monitor product adoption and address challenges.
• Monitor engagement and value delivery, provide data-driven insights.
• Collaborate with Sales, Product, Support, Finance and Operations to ensure a seamless customer experience.

Skills

Customer relationship management

Data analysis

Communication skills

Business acumen

Problem-solving skills

Cross-functional collaboration

Communication

MS Office

Education

Bachelor’s degree in Business or related field

Matric

Tools

CRM platforms

Microsoft Office

Job description

Overview

Powerfleet City of Cape Town, Western Cape, South Africa

Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in AIoT software-as-a-service for mobile asset management. We serve over 2.6 million subscribers across more than 48,000 customers in 120 countries. This role supports Powerfleet’s customers to achieve their desired outcomes with our solutions.

Position Summary

The Customer Success Manager plays a pivotal role in onboarding, adoption, and long-term partnership with customers. You will proactively identify opportunities and mitigate risks to maximize customer satisfaction, retention, and revenue growth. This role suits a customer-centric professional who thrives in a collaborative, fast-paced environment and is passionate about using technology to drive business success.

Key Responsibilities

• Customer Onboarding & Implementation
• Work with the Implementation team to ensure new customers adopt Powerfleet’s solutions seamlessly.
• Map the customer landscape and stakeholders, establish relationships, and set the foundation for a long-term partnership.
• Establish an account plan with objectives, actions, and success metrics aligned to the customer’s business goals.
• Track and manage ongoing execution of actions in the Account Plan.

• Relationship Management & Customer Advocacy
• Serve as the primary point of contact for assigned accounts, building trusted partnerships.
• Advocate for customer needs and ensure ongoing engagement.
• Drive resolution of customer challenges with internal teams.
• Stay informed on technology trends and best practices to provide strategic recommendations.

• Proactive Engagement & Value Delivery
• Monitor product adoption through ongoing education and coaching to drive business value.
• Monitor health metrics, address challenges, and identify improvement opportunities.
• Close the loop on customer feedback and drive tangible actions from survey insights.
• Review progress through formal business reviews to demonstrate ROI and identify opportunities for further engagement.

• Collaboration & Cross-Functional Partnership
• Collaborate with Sales, Product, Support, Finance and Operations to ensure a seamless customer experience.
• Share customer insights to drive continuous improvement.
• Keep leadership informed of critical escalations and risks.

• Retention & Expansion
• Identify growth opportunities within accounts and collaborate with Sales on relevant upsell/cross-sell.
• Proactively manage contract delivery and renewals by aligning needs with Powerfleet capabilities.
• Partner with Sales to expand our footprint within customer organizations.

• Reporting & Insights
• Track engagement, usage trends, and success metrics; provide data-driven insights to inform engagement strategies.

Qualifications

• 3+ years in customer success, account management, or related role in B2B or SaaS.
• Strong ability to analyze and interpret customer data to identify opportunities for improvement.
• Business acumen: revenue awareness, financial literacy, strategic thinking.
• Self-driven with a methodical, strategic approach to delivering value.
• Excellent relationship-building and communication skills.
• Passion for helping customers leverage technology to drive business success.
• Ability to work cross-functionally and collaborate with internal teams.
• Excellent verbal and written communication, including professional communication with internal and external customers.
• Excellent computer proficiency (MS Office: Word, Excel, PowerPoint, Outlook).
• Ability to work under pressure, meet deadlines, and provide exemplary customer service.
• Ability to work independently and complete assignments per given instructions and routines.

• Additional Skills
• Own vehicle and valid driver’s license

• Preferred Skills
• Experience in SaaS, IoT, logistics, or asset management.
• Familiarity with CS tools and CRM platforms.
• Strong problem-solving skills in a fast-paced environment.

• Education
• Matric; Bachelor’s degree in Business, Communications, or related field preferred or 7 years of experience.

Key Performance Indicators

• NPS results
• Relationship CSAT results
• Churn rate
• Net Revenue Retention

Powerfleet is an equal opportunity employer. We are committed to an inclusive and diverse workplace and to the principles of the Employment Equity Act and BBBEE.