Customer Success Manager - Enterprise Solutions

Placements24; Gqeberha; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Performance-based bonuses

Flexible remote work environment

Company-provided tech equipment

Paid time off

Job summary

Placements24 is seeking an experienced Customer Success Manager to drive adoption and retention for our enterprise software clients. You will be the primary liaison, guiding implementation, onboarding, and ongoing success while working remotely with a distributed team.

The role emphasizes strategic thinking, exceptional communication, and the ability to translate business goals into value. You will monitor client health, conduct quarterly reviews, and collaborate with sales, product, and support

Qualifications

• Minimum 5 years in Customer Success, Account Management or related role in B2B software.
• Proven track record of managing high-value client relationships and driving outcomes.
• Exceptional communication, presentation and negotiation skills.
• Strong strategic thinking and problem-solving abilities.
• Understanding of SaaS business models and customer lifecycle management.
• Experience with CRM and CS platforms (e.g., Salesforce, Gainsight).

Responsibilities

• Develop and maintain strong relationships with a portfolio of enterprise clients.
• Understand client goals and show how solutions align to achieve them.
• Onboard new enterprise clients and ensure smooth implementations.
• Monitor client health and engagement to drive adoption and value realization.
• Conduct regular business reviews to assess progress and identify upsell opportunities.
• Coordinate between clients and internal teams (sales, product, support).
• Identify churn risks and develop retention strategies for at-risk accounts.
• Educate clients on new features and best practices.
• Gather client feedback to inform product roadmap and sales interactions.
• Drive KPIs related to retention, satisfaction, and expansion.

Job description

About the Role

Our client, a leading provider of enterprise software solutions, is actively seeking a highly motivated and experienced Customer Success Manager to join their growing team. This role is crucial for ensuring that our enterprise clients derive maximum value from our client's products and services, fostering long-term relationships and driving retention. The ideal candidate will possess exceptional communication, strategic thinking, and problem-solving skills, with a deep understanding of customer needs and business objectives. This is an outstanding remote opportunity for seasoned professionals looking to make a significant impact in the enterprise software space. You will be the primary point of contact for key accounts, guiding them through implementation, adoption, and ongoing success. While the role is remote, the company headquarters are located in **Port Elizabeth, Eastern Cape**, providing a central reference point.

Key Responsibilities

• Develop and maintain strong, trusted relationships with a portfolio of enterprise clients.


• Understand client business goals and objectives, and demonstrate how our client's solutions align to achieve them.


• Onboard new enterprise clients, ensuring a smooth and successful implementation process.


• Proactively monitor client health and engagement, identifying opportunities for increased adoption and value realization.


• Conduct regular business reviews (QBRs) with clients to assess progress, discuss challenges, and identify upsell/cross-sell opportunities.


• Act as a liaison between clients and internal teams (sales, product, support) to ensure client needs are met.


• Identify and mitigate churn risks, developing retention strategies for at-risk accounts.


• Educate clients on new features, best practices, and product updates.


• Gather client feedback and provide insights to product and sales teams to drive product roadmap enhancements.


• Achieve key performance indicators related to client retention, satisfaction, and expansion.

Requirements

• A minimum of 5 years of experience in Customer Success Management, Account Management, or a related client-facing role, preferably within the B2B enterprise software sector.


• Proven ability to manage complex, high-value client relationships and drive significant business outcomes.


• Exceptional communication, presentation, and negotiation skills.


• Strong strategic thinking and problem-solving capabilities.


• Demonstrated understanding of SaaS business models and customer lifecycle management.


• Proficiency in using CRM and Customer Success platforms (e.g., Salesforce, Gainsight).


• Ability to work independently and manage a remote workload effectively.


• Bachelor's degree in Business Administration, Marketing, or a related field is required.


• Experience in conducting formal client business reviews.


• Must be authorized to work remotely within South Africa.

Benefits

• Highly competitive salary and significant performance-based bonuses.


• Comprehensive health insurance package.


• Generous paid time off and holidays.


• Opportunities for advanced professional development and leadership training.


• Flexible remote work environment.


• Company-provided technology and equipment.


• Potential for stock options or equity participation.


• A culture that values innovation and employee growth.