Customer Success Manager - Enterprise

Placements24; Durban; Hybrid; ZAR 800,000 - 1,200,000; Full time

Benefits offered by this job

Medical and dental coverage

Retirement savings plan

Hybrid work model

Career development opportunities

Job summary

Placements24 in Durban, KwaZulu-Natal is seeking a Customer Success Manager to build and nurture relationships with enterprise clients, drive adoption, and orchestrate strategic success plans.

You will collaborate with sales, product, and support teams, monitor client health, conduct business reviews, onboard new accounts, and advocate for clients to influence product improvements. The role offers a Hybrid work model in Durban.

Qualifications

• Minimum 5 years of experience in Customer Success, Account Management or related client-facing role with enterprise software.
• Experience with CRM and SaaS adoption strategies.
• Strong communication, presentation and negotiation skills.

Responsibilities

• Manage a portfolio of enterprise accounts and be the primary point of contact.
• Develop and execute success plans aligned to client objectives and outcomes.
• Drive product adoption through training and best practice guidance.
• Monitor health scores, identify at-risk accounts and mitigate churn.
• Conduct regular business reviews to identify opportunities and ensure client satisfaction.
• Collaborate with sales, product and support for a cohesive customer experience.
• Gather client feedback and advocate for improvements internally.
• Onboard new enterprise clients for long-term success.

Skills

Customer relationship management

SaaS understanding

Communication skills

Strategic planning

Stakeholder management

Education

Bachelor's degree in Business or Marketing

Tools

Salesforce

CRM software

Job description

About the Role

Our client, a premier provider of innovative software solutions, is actively seeking a dedicated and strategic Customer Success Manager to join their thriving team in Durban, KwaZulu-Natal . This critical role focuses on building and maintaining strong relationships with enterprise-level clients, ensuring they derive maximum value from our client's offerings. You will be responsible for driving adoption, fostering long-term partnerships, and proactively addressing client needs to minimize churn and maximize retention. The ideal candidate possesses exceptional communication skills, a deep understanding of enterprise software, and a passion for customer advocacy. This position is ideal for a motivated professional looking to advance their career in a client-centric role within the vibrant business landscape of Durban .

Key Responsibilities

• Manage a portfolio of enterprise accounts, acting as the primary point of contact for all customer needs.
• Develop and execute success plans tailored to each client's business objectives and desired outcomes.
• Drive product adoption and engagement by providing ongoing training, best practice guidance, and proactive outreach.
• Monitor client health scores and identify at-risk accounts, developing and implementing mitigation strategies.
• Conduct regular business reviews with clients to assess progress, identify opportunities, and ensure satisfaction.
• Collaborate with sales, product, and support teams to ensure a cohesive and exceptional customer experience.
• Gather customer feedback and advocate for client needs internally to influence product development and service improvements.
• Onboard new enterprise clients, ensuring a smooth transition and setting them up for long-term success.

Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably within the enterprise software sector.
• Proven ability to manage complex client relationships and drive long-term partnerships.
• Strong understanding of software-as-a-service (SaaS) models and value-based selling principles.
• Excellent communication, presentation, and negotiation skills.
• Demonstrated ability to develop strategic success plans and execute them effectively.
• Experience working with CRM software (e.g., Salesforce) and customer success platforms.
• Ability to work effectively in a Hybrid model, balancing remote work with necessary on-site presence in Durban, KwaZulu-Natal.
• Bachelor's degree in Business, Marketing, or a related field.

Benefits

Our client offers a competitive salary and a robust benefits package designed to support employee well-being and professional growth. This includes comprehensive medical and dental coverage, a retirement savings plan, and generous paid time off. Employees will have access to ongoing training opportunities and potential for career advancement within a growing organization. This role in Durban, KwaZulu-Natal operates on a Hybrid work arrangement, providing flexibility while fostering team collaboration. Join a supportive team environment dedicated to client success and innovation in the heart of KwaZulu-Natal.