Customer Success Manager: Retention & Reactivation

TFX (Taxes for Expats); South Africa; Remote; ZAR 360,000 - 600,000; Full time

Job summary

TFX (Taxes for Expats) seeks a proactive, highly organised Customer Success Manager to own existing-client relationships and drive retention and commercial progress. You will guide returning clients through the Tax Questionnaire (TQ), engagement letter (EL) and signature, coordinating with specialists as needed.

This role focuses on retention, reactivation and service quality, not high-pressure sales or people management. English fluency and CRM proficiency are essential assets for success.

Qualifications

• 3+ years of client-facing experience in Customer Success, relationship or account management, client services, onboarding or high-trust support.
• Evidence of retaining, nurturing or re-engaging existing clients, not only acquiring new ones.
• Excellent spoken and written English, making complex processes clear.
• Strong organisation, follow-through and task discipline across multiple client cases.
• Calm, empathetic communication with frustrated, uncertain or price-sensitive clients.
• Sound commercial judgment: spotting opportunities without overselling, discounting or pressure.
• Confidence with CRM systems, shared inboxes and customer records; HubSpot or Intercom is a plus.
• Discretion with sensitive information, respect for compliance boundaries, and ability to learn new processes.

Responsibilities

• Own a defined portfolio of Retention and Reactivation opportunities: inbound returning clients and selected proactive outreach cohorts.
• Review each client's history, status, needs, preferences and obstacles before reaching out.
• Proactively contact eligible clients with personalised messages, meaningful follow-ups and an agreed next action.
• Guide clients through the TQ, remove friction and follow through to EL signature.
• Listen to complaints, acknowledge the real issue, coordinate approved recovery and rebuild trust before discussing another engagement.
• Handle assigned chat and email conversations accurately and empathetically, track promised callbacks and coordinate escalations.
• Keep ownership, status, next actions, outcomes and history accurate in HubSpot and Intercom.
• Escalate when a client needs specialist tax advice, formal service recovery or commercial approval, without unauthorised promises.
• Where asked, qualify new enquiries and hand them to Sales, keeping ownership of returning clients.
• Help improve client journeys and retention reporting.

Skills

Client-facing experience

Retention / nurturing existing clients

Excellent English

Organisation / follow-through

Empathetic communication

Commercial judgment

CRM systems proficiency

Discretion

Tools

HubSpot

Intercom

Job description

TFX (Taxes for Expats) seeks a proactive, highly organised Customer Success Manager to own existing-client relationships and drive retention and commercial progress. You will guide returning clients through the Tax Questionnaire (TQ), engagement letter (EL) and signature, coordinating with specialists as needed.

This role focuses on retention, reactivation and service quality, not high-pressure sales or people management. English fluency and CRM proficiency are essential assets for success.