Customer Success Manager - Enterprise Clients

Placements24; Pretoria; Hybrid; ZAR 900,000 - 1,300,000; Full time

Job summary

Placements24 is seeking an experienced Customer Success Manager to manage a portfolio of enterprise clients from a fully remote setting. You will serve as the primary contact, drive product adoption, and guide strategic account growth while retaining and renewing high-value clients.

You will work with C-level executives, translate data into actionable plans, and collaborate with product, sales and marketing teams to maximize client value.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related client-facing role in SaaS.
• Proven experience managing enterprise-level accounts and complex sales cycles.
• Experience building relationships with C-level executives and key stakeholders.
• Strong understanding of SaaS business models and customer lifecycle management.
• Excellent project management and organizational skills.
• Outstanding communication, presentation, and negotiation abilities.
• Able to analyze data and translate insights into strategies.
• Proactive, self-motivated, and able to work remotely.
• Experience working remotely with distributed teams is essential.

Responsibilities

• Manage a portfolio of enterprise-level clients, fostering long-term relationships.
• Develop and execute success plans aligned with each client's objectives and product usage.
• Drive product adoption and maximize platform utilization.
• Monitor client health and identify churn risks early.
• Conduct regular business reviews to assess progress and opportunities.
• Serve as main contact for escalations and coordinate with internal teams for resolution.
• Identify opportunities for account growth, upsells, and cross-sells.
• Gather client feedback and share insights with product, sales, and marketing.
• Onboard new enterprise clients and ensure smooth implementations.
• Provide strategic guidance and best practices as a trusted advisor.

Skills

Relationship management

SaaS knowledge

Project management

Data analysis

Negotiation

Communication skills

Education

Bachelor's degree in Business/Marketing or related field

Job description

About the Role

Our client, a leading provider of B2B SaaS solutions, is seeking a proactive and experienced Customer Success Manager to join their dynamic team. Based in Pretoria, this role is dedicated to ensuring our enterprise clients derive maximum value from our products and services. You will be the primary point of contact, building strong relationships, driving product adoption, and ensuring client retention and growth. This is a unique opportunity to work with a portfolio of high-profile clients and contribute directly to their success and ours. We foster a culture of client advocacy and continuous improvement, offering a supportive environment where your expertise is highly valued. If you are passionate about building long-term partnerships and thrive on helping businesses succeed, this role in Gauteng is for you. We are looking for individuals who are strategic, results-oriented, and possess exceptional client management skills.

Key Responsibilities

• Manage a portfolio of enterprise-level clients, fostering strong, long-term relationships.
• Develop and execute success plans tailored to each client's business objectives and use of our platform.
• Drive product adoption and ensure clients are utilizing the full capabilities of our solutions.
• Monitor client health and proactively identify potential risks or churn indicators.
• Conduct regular business reviews with clients to assess progress, identify opportunities, and reinforce value.
• Serve as the main point of contact for escalations, coordinating with internal teams to ensure timely resolution.
• Identify opportunities for account growth, upsells, and cross-sells.
• Gather client feedback and communicate insights to product, sales, and marketing teams.
• Onboard new enterprise clients, ensuring a smooth and successful implementation process.
• Act as a trusted advisor, providing strategic guidance and best practices to clients.

Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably within the SaaS industry.
• Proven experience managing enterprise-level accounts and complex sales cycles.
• Demonstrated ability to build and maintain strong relationships with C-level executives and key stakeholders.
• Excellent understanding of SaaS business models and customer lifecycle management.
• Strong project management and organizational skills.
• Exceptional communication, presentation, and negotiation skills.
• Ability to analyze data and translate insights into actionable strategies.
• Proactive, self-motivated, and able to work independently in a remote setting.
• Bachelor's degree in Business, Marketing, or a related field is preferred.
• Experience working remotely and collaborating effectively with distributed teams is essential.

Benefits

• Highly competitive salary package with significant performance-based bonus potential.
• Comprehensive medical, dental, and vision insurance.
• Generous retirement fund contributions.
• Unlimited paid time off (PTO) policy.
• Opportunities for extensive professional development and training.
• Fully remote work environment offering maximum flexibility.
• Annual stipends for home office setup and professional development.
• Access to leading-edge tools and technologies.
• Regular virtual team-building events and company retreats.
• A culture that prioritizes employee well-being and work-life integration.