Customer Success Manager (Hospitality Saas)

Progressive Edge; Cape Town; On-site; ZAR 300,000 - 600,000; Full time

Job summary

A well-loved SaaS company in Cape Town seeks a Customer Success Manager for the hospitality sector. This role involves onboarding clients, fostering relationships, and providing insights to improve customer experiences. The ideal candidate has substantial industry experience and thrives in a tech-focused environment.

Qualifications

• 4 years of experience in Customer Success, Customer Service, or Strategic Consulting.
• Experience in the hospitality and/or restaurant industry preferred.
• Excellent English communication skills, both written and oral.

Responsibilities

• Onboard new clients onto the system and help them maximize its use.
• Gather customer feedback about the SaaS platform.
• Develop strategies to grow existing accounts and ensure service quality.

Skills

Customer Success

Communication

Problem Solving

Time Management

Education

Formal education in a relevant field

Job description

Customer Success Manager (Hospitality SaaS)Cape TownA well-loved SaaS company focuses on empowering the hospitality and restaurant industry.

It began with reservations management software and has grown into a platform offering CRM, marketing, online ordering, reporting, and payment processing.Today, the company is a leading provider of restaurant reservation systems and a mobile app used by over , users to book tables online.

With a deep understanding of the industry, they deliver value quickly while fostering a fun and collaborative culture.Do you have a passion for tech / SaaS and experience using digital tools to create world-class customer journeys within the hospitality and restaurant industry?Responsibilities : Host client meetings and training sessions.Onboard new clients onto the system, and help them get the most from the system.Gather customer feedback about the SaaS platform and services.Systemize and set up regular meetings and QBRs with your assigned customer portfolio.Monitor and analyze customer data to help clients unlock value and improve their operations.Develop strategies to grow existing accounts and ensure service quality and cost-effectiveness.Proactively promote suitable products and / or services, working to re-engage inactive customers.Generate and deliver reports to clients, offering insights and analysis as needed.Collaborate with Sales, Onboarding, and Technical teams to ensure a seamless customer experience and address technical issues.Requirements : You have experience in the hospitality and / or restaurant industry, or you are genuinely passionate about what makes a great restaurant experience.You have 4 years of experience in Customer Success, Customer Service, or Strategic Consulting.The Tech industry excites you and is a space you really want to grow your career.You're a people person and a trusted go-to for customers.You're comfortable providing strategic advice to managers and directors within the customer base.You have excellent English communication skills, both written and oral.You're ambitious, self-driven, and reflective, with a humble attitude.You work well under pressure and can manage several projects simultaneously.You are self-organized, efficient, and good at managing your time.You enjoy problem-solving and can listen to client challenges, translating them into innovative solutions.Formal education in a relevant field is preferred, but if you lack it, proven results and industry experience will suffice.

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Manager Hospitality • Cape Town, Western Cape