Customer Success Manager (Remote)

Placements24; Vereeniging; Híbrido; ZAR 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote team

Performance-based bonus

Healthcare & benefits

Professional development

Remote-first culture

Flexible work hours

Descripción de la vacante

Placements24 is seeking an experienced Customer Success Manager for a fully remote role in South Africa. You will manage a portfolio of high-value clients, drive retention, and identify expansion opportunities across a global client base.

You will leverage CRM platforms like Salesforce, Gainsight, and HubSpot to monitor health, conduct business reviews, and advocate for customers within the company. A 5+ year track record in SaaS/MarTech and strong communication skills are essential.

Formación

• Bachelor's degree or equivalent practical experience.
• 5+ years in Customer Success or related client-facing role, SaaS/MarTech preferred.
• Proven ability to manage senior stakeholders and drive retention.

Responsabilidades

• Manage a portfolio of key client accounts and foster strong relationships.
• Develop and execute success plans aligned to client objectives.
• Monitor client health and identify risks and opportunities.
• Lead regular business reviews and strategic consultations to demonstrate value.
• Drive adoption and share best practices for the platform.
• Identify upsell/cross-sell opportunities within existing accounts.
• Act as primary client contact and coordinate internal resources.
• Advocate for client needs to influence product and service improvements.
• Track key CS metrics like churn, retention, and expansion revenue.
• Contribute to CS strategy and playbooks.

Conocimientos

Relationship building

Communication

Negotiation

Presentation

Analytical thinking

Problem-solving

Remote work

Stakeholder management

Educación

Bachelor's degree in Business, Marketing, or related field

Herramientas

Salesforce

Gainsight

HubSpot

Descripción del empleo

Our client, a globally recognized leader in digital marketing solutions, is actively seeking an experienced and strategic Customer Success Manager to join their fully remote team. This pivotal role focuses on building strong, long-term relationships with clients, ensuring they achieve their desired outcomes using Our client's innovative platform. You will be instrumental in driving customer retention, identifying expansion opportunities, and acting as the primary advocate for clients within the organization. The ideal candidate is proactive, analytical, and possesses exceptional interpersonal skills, with a proven track record of managing high-value accounts. As a remote-first professional, you will leverage digital tools to connect with clients and internal teams, contributing to a thriving remote work culture.

Key Responsibilities

• Manage a portfolio of key client accounts, fostering strong relationships and ensuring client satisfaction.
• Develop and execute success plans tailored to each client's unique business objectives.
• Proactively monitor client health and engagement, identifying potential risks and opportunities.
• Conduct regular business reviews and strategic consultations with clients to demonstrate value and alignment.
• Drive adoption and utilization of Our client's platform by providing best practices and insights.
• Identify and nurture upsell and cross-sell opportunities within the existing client base.
• Act as the primary point of contact for clients, coordinating internal resources to address their needs.
• Gather customer feedback and advocate for client needs internally to influence product development and service improvements.
• Track and report on key customer success metrics, including churn, retention, and expansion revenue.
• Contribute to the development and refinement of customer success strategies and playbooks.

Requirements

• Bachelor's degree in Business, Marketing, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in Customer Success, Account Management, or a client-facing consulting role, preferably within the MarTech or SaaS industry.
• Proven ability to build and maintain strong relationships with senior stakeholders.
• Excellent communication, presentation, and negotiation skills.
• Strong analytical and problem-solving capabilities.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot).
• Demonstrated success in managing client portfolios, driving retention, and identifying expansion opportunities.
• Ability to work independently, manage priorities effectively, and thrive in a fully remote, fast-paced environment.
• Proactive approach to identifying and addressing client challenges.

Benefits

• Highly competitive annual salary and performance-based bonus structure.
• Fully remote work environment with significant flexibility.
• Comprehensive healthcare, dental, and vision insurance plans.
• Generous opportunities for professional development, including training, certifications, and conference attendance.
• Collaborative and supportive culture within a globally recognized company.
• Direct impact on client growth and company revenue.
• Generous paid time off and holidays.
• Access to cutting-edge tools and resources to facilitate remote work and client engagement.