Customer Success Manager (EMEA)

ApprovalMax; Cape Town; On-site; ZAR 400,000 - 600,000; Full time

Benefits offered by this job

26 days paid time off

Additional birthday leave

Performance-based compensation reviews

Remote office assistance

Service years recognition financial reward

Job summary

A leading B2B software firm in Cape Town is seeking a Customer Success Manager to join its passionate team. The role involves guiding customers through onboarding, developing strong relationships, and monitoring performance metrics to drive growth. The ideal candidate will have 2+ years of experience in customer management and a strong SaaS background. The company offers a permanent position with performance-based reviews, 26 days paid time off, and additional birthday leave.

Qualifications

• 2+ years of experience in customer management or similar roles in SaaS.
• Strong track record of driving customer success and retention.
• Excellent interpersonal skills to build lasting relationships.
• Self-motivated and proactive with a passion for exceeding expectations.

Responsibilities

• Guide customers through the onboarding process and provide training.
• Develop and maintain strong relationships with customers.
• Monitor customer performance metrics and provide recommendations.
• Address customer inquiries and ensure timely issue resolution.
• Identify business opportunities and co-create strategies.
• Collaborate with internal teams for a seamless experience.
• Maximize customer value through upselling and cross-selling.
• Maintain accurate customer data in the CRM system.

Skills

Customer management

Account management

SaaS experience

Excellent communication

Problem-solving

Organizational skills

Job description

Company Description

ApprovalMax is award-winning B2B software used by businesses around the world to approve bills and expenses. It streamlines the approval process for decision-makers by replacing paper and email approvals with automated workflows. ApprovalMax integrates with platforms such as Xero, QuickBooks Online, and Oracle NetSuite to unlock powerful efficiencies for approvers and finance teams. The company is globally recognized and has won ’Xero App Partner of the Year’ four times since 2020 in different countries.

Cape Town, South Africa

Full-time

Job Description

ApprovalMax is on the lookout for a motivated Customer Success Manager to join its dedicated, passionate team.

Qualifications

Responsibilities include:

• Customer Onboarding and Enablement: Guide customers through the onboarding process, ensuring they have the necessary resources, knowledge, and support to succeed. Provide training and enablement materials to help customer effectively utilize our products and services.
• Relationship Management: Develop and maintain strong relationships with customers, acting as their primary point of contact. Proactively engage customers to understand their needs and identify opportunities for growth and collaboration.
• Performance Tracking and Analysis: Monitor and track customer performance metrics, including Monthly Recurring Revenue (MRR), customer satisfaction, and other key performance indicators (KPIs). Provide insights and recommendations to improve customer performance and identify areas for growth.
• Issue Resolution: Address customer inquiries, concerns, and escalations in a timely and effective manner. Collaborate with internal teams to resolve issues and ensure customers receive top-notch support.
• Customer Development: Work closely with customers to identify business opportunities and co-create strategies for expansion. Support customers in developing go-to-market plans, marketing initiatives, and joint sales efforts.
• Collaboration and Alignment: Foster collaboration and alignment with internal cross-functional teams, including sales, marketing, product, and support, to ensure a seamless customer experience.
• Upsell and Cross-sell: Collaborate with customers to identify upsell and cross-sell opportunities, maximizing customer value and revenue potential.
• Reporting and Documentation: Maintain accurate customers data, activities, and interactions in the company’s CRM system. Provide regular reports and updates on customer performance to the leadership team.

Desired Skills and Experience

• 2+ years of experience in customer management, account management, or similar roles in SaaS
• Strong track record of driving customer success, retention, and revenue growth
• Excellent communication and interpersonal skills, with the ability to build and maintain lasting relationships
• Demonstrated problem-solving abilities and a customer-focused mindsetExceptional organizational skills and the ability to manage multiple projects simultaneously
• Self-motivated and proactive, with a passion for exceeding expectations

This Role Is

• Full-time and permanent.

What We Offer

• Growing international business with 10,000+ subscribers
• Regular performance-based compensation reviews
• 26 days paid time off
• 1 additional day off for your Birthday
• Remote office assistance
• Service years recognition financial reward.