Customer Success Manager - Rustenburg

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

Benefits offered by this job

Private medical insurance

Pension scheme

Stock options

Paid time off

Professional development resources

Remote-first culture

Job summary

Placements24 is seeking a Customer Success Manager to nurture relationships with a portfolio of SaaS clients and drive product adoption. Based in Rustenburg but operating remotely, you will guide customers through their journey, provide strategic guidance, and identify opportunities to expand usage of our platform.

You will conduct regular business reviews, monitor health metrics, and collaborate with sales, product, and support teams to ensure success.

Qualifications

• Experience in a Customer Success, Account Management, or similar role in SaaS.
• Ability to build strong relationships and influence stakeholders.
• Strong understanding of customer lifecycle management.
• Excellent communication, presentation, and negotiation skills.
• Ability to analyze data and translate insights into action.
• Comfortable working independently in a remote, distributed team.

Responsibilities

• Develop and maintain strong relationships with a portfolio of key clients.
• Proactively engage customers to align objectives with product capabilities.
• Drive product adoption and usage through strategic guidance.
• Conduct regular business reviews to assess progress and identify expansion opportunities.
• Monitor customer health metrics and address retention risks.
• Serve as primary contact for escalations and collaborate with internal teams.
• Educate customers on new features and industry trends.
• Gather feedback to inform product, sales, and marketing.
• Contribute to customer success playbooks and resources.
• Achieve KPIs related to retention, satisfaction, and expansion.

Skills

Relationship building

Communication

Negotiation

Presentation skills

Self-motivation

Remote work management

Education

Bachelor's degree in Business or Marketing

Equivalent practical experience

Tools

Salesforce

Gainsight

ChurnZero

Job description

About the Role

Are you passionate about building strong client relationships and driving product adoption? Our client, a prominent SaaS provider, is seeking a dedicated Customer Success Manager to join their team, initially based in Rustenburg, North West but operating on a fully remote basis. This role is pivotal in ensuring our clients achieve their desired outcomes while using our innovative platform. You will act as a trusted advisor, guiding customers through their journey, proactively identifying opportunities for them to leverage our services, and ensuring high levels of satisfaction and retention. If you excel at understanding client needs and translating them into successful strategies, this remote opportunity is perfect for you.

Key Responsibilities

Develop and maintain strong, long-term relationships with a portfolio of key clients. Proactively engage with customers to understand their business objectives and ensure alignment with our product's capabilities. Drive product adoption and usage by providing strategic guidance and best practices. Conduct regular business reviews with clients to assess their progress, identify challenges, and uncover expansion opportunities. Monitor customer health metrics and proactively address any potential risks to retention. Serve as the primary point of contact for customer escalations and collaborate with internal teams to ensure timely resolution. Educate customers on new features, product updates, and relevant industry trends. Gather customer feedback and provide insights to product, sales, and marketing teams. Contribute to the development of customer success playbooks and resources. Achieve and exceed key performance indicators related to customer retention, satisfaction, and expansion.

Requirements

Proven experience in a Customer Success, Account Management, or similar client-facing role, preferably in a SaaS environment. Exceptional relationship-building and interpersonal skills, with the ability to influence stakeholders at all levels. Strong understanding of customer lifecycle management and success planning. Excellent communication, presentation, and negotiation skills. Ability to analyze data, identify trends, and translate insights into actionable strategies. Proactive, self-motivated, and able to manage a remote workload effectively. Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero). Bachelor's degree in Business, Marketing, or a related field, or equivalent practical experience. Demonstrated ability to understand complex business challenges and provide strategic solutions. Comfortable working independently and collaborating with a distributed team.

Benefits

This is a fully remote position, offering unparalleled flexibility. Our client provides a highly competitive salary, along with performance-based incentives and stock options. A comprehensive benefits package includes private medical insurance, a generous pension scheme, and paid time off. You will have access to extensive professional development resources, including online courses and certifications. Work with a forward-thinking company that embraces a remote-first culture and values employee well-being. Enjoy opportunities for significant career growth and impact.