Customer Success Manager (EMEA)

ApprovalMax; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A leading software company in South Africa is seeking a motivated Customer Success Manager to join their passionate team. The role involves guiding customers through onboarding, developing strong relationships, monitoring performance metrics, and collaborating with cross-functional teams. Candidates should have 2+ years in customer management and excellent communication skills. The company offers competitive compensation, 26 days paid time off, and remote office assistance.

Benefits

Performance-based compensation reviews

26 days paid time off

1 additional day off for your birthday

Remote office assistance

Service year recognition financial reward

Qualifications

• 2+ years in customer management or similar roles.
• Strong track record in customer success and retention.
• Excellent interpersonal skills.

Responsibilities

• Guide customers through onboarding and provide training.
• Develop strong relationships and act as primary contact.
• Monitor customer performance metrics and provide insights.
• Address inquiries and collaborate with internal teams.
• Identify business opportunities and support marketing initiatives.
• Foster collaboration with cross-functional teams.
• Maximize revenue potential through upselling.
• Maintain accurate CRM data and provide reports.

Skills

Customer management

Account management

Communication skills

Problem-solving

Organizational skills

Project management

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.

Job Description

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

Responsibilities

• 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 customer 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 mindset.
• Exceptional organizational skills and the ability to manage multiple projects simultaneously.
• Self‑motivated and proactive, with a passion for exceeding expectations.

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 year recognition financial reward.