Customer Success Manager (Pretoria)

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

Job summary

Placements24 in Pretoria, Gauteng is seeking a proactive Customer Success Manager to foster long-term client relationships, drive product adoption, and ensure retention on a hybrid schedule with regular office engagement.

You will guide customers through their journey, identifying value and expansion opportunities while coordinating with sales, product, and support teams to deliver a seamless experience.

Qualifications

• Proven experience in Customer Success.

Responsibilities

• Build and maintain strong, long-lasting relationships with a portfolio of assigned clients.
• Understand client goals and translate them into actionable success plans.
• Drive product adoption and ensure customers are maximizing the value of the services.
• Proactively identify churn risks and develop mitigation strategies.
• Conduct regular check-ins, business reviews, and QBRs with clients.
• Serve as the primary point of contact for clients post-sale, advocating for their needs.
• Identify upsell and cross-sell opportunities within your client base.
• Collaborate with sales, product, and support teams to ensure a seamless customer experience.
• Track and report on key customer success metrics, such as adoption rates, satisfaction, and retention.
• Gather customer feedback and provide insights to product development teams.

Skills

Relationship-building

Customer Success

Communication skills

Proactive

Job description

About the Role

Our client, a leader in SaaS solutions for enterprise businesses, is seeking a proactive and relationship-driven Customer Success Manager to join their team in Pretoria, Gauteng . This role is instrumental in fostering long-term relationships with clients, ensuring they achieve their desired outcomes while using our client's platform. You will be a trusted advisor, guiding customers through their journey, driving adoption, and identifying opportunities for expansion. This hybrid position requires regular engagement with the Pretoria office for strategic planning and team collaboration, balanced with the flexibility of remote work. The ideal candidate possesses a strong understanding of client needs, exceptional communication skills, and a passion for ensuring customer satisfaction and retention. Your efforts will directly contribute to client loyalty and the overall growth of our client.

Key Responsibilities

• Build and maintain strong, long-lasting relationships with a portfolio of assigned clients.
• Understand client goals and objectives and translate them into actionable success plans.
• Drive product adoption and ensure customers are maximizing the value of our client's services.
• Proactively identify and address potential churn risks, developing mitigation strategies.
• Conduct regular check-ins, business reviews, and QBRs (Quarterly Business Reviews) with clients.
• Serve as the primary point of contact for clients post-sale, advocating for their needs internally.
• Identify upsell and cross-sell opportunities within your client base.
• Collaborate with sales, product, and support teams to ensure a seamless customer experience.
• Track and report on key customer success metrics, such as adoption rates, satisfaction, and retention.
• Gather customer feedback and provide insights to product development teams.

Requirements

Proven experience in Customer Success,