Customer Success Manager (Pretoria)

Placements24; Pretoria; Hybrid; ZAR 550,000 - 1,000,000; Full time

Benefits offered by this job

Competitive salary and performance‑dr‑

Hybrid work arrangement

Health and wellness benefits

Professional development and training

Generous vacation policy

Job summary

Placements24 is hiring a Customer Success Manager in Pretoria, Gauteng. This hybrid role focuses on building strong client relationships, driving product adoption, and ensuring customers achieve their desired outcomes with our SaaS platform.

You will guide customers through their journey, identify expansion opportunities, and collaborate with sales, product, and support teams to deliver a seamless experience. A strong focus on data-driven decisions and retention is required.

Qualifications

• Proven experience in Customer Success or Account Management in a B2B SaaS environment.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of SaaS business models and customer lifecycle management.
• Ability to analyze data, identify trends, and make data-driven recommendations.
• Proactive, self-motivated, and organized with excellent time management skills.
• Experience using CRM and CS platforms such as Salesforce/Gainsight.

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 maximize value from the platform.
• Identify and mitigate churn risks with proactive strategies.
• Conduct regular check-ins, business reviews, and QBRs with clients.
• Serve as primary post-sale contact, advocating for client needs.
• Identify upsell and cross-sell opportunities.
• Collaborate with sales, product, and support teams for a seamless experience.
• Track and report key CS metrics such as adoption, satisfaction, and retention.
• Gather customer feedback and relay insights to product teams.

Skills

Customer Success

Account Management

Rapport building

Communication

SaaS knowledge

Data analysis

Time management

CRM systems

Education

Bachelor's degree in Business/Marketing or related field

Tools

Salesforce

Gainsight

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, Account Management, or a similar client-facing role, preferably in a B2B SaaS environment.
• Demonstrated ability to build rapport and strong relationships with clients.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of SaaS business models and customer lifecycle management.
• Ability to analyze data, identify trends, and make data-driven recommendations.
• Proactive, self-motivated, and organized with excellent time management skills.
• Experience using CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Bachelor's degree in Business, Marketing, or a related field, or equivalent experience.
• Ability to work effectively in a hybrid model, requiring some in-office presence in Pretoria .
• A passion for technology and helping clients achieve success.

Benefits

• Competitive salary and performance-based bonuses.
• Opportunity to work with a leading SaaS company.
• Hybrid work arrangement offering flexibility.
• Comprehensive health and wellness benefits.
• Professional development and training opportunities.
• A collaborative and growth-oriented company culture.
• Generous vacation policy.