Customer Success Manager - SaaS

Placements24; Stellenbosch; Hybrid; ZAR 600.000 - 900.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Office in Stellenbosch

Professional development

Bonus opportunities

Zusammenfassung

Placements24 is seeking an experienced Customer Success Manager to join our team in Stellenbosch, Western Cape. You will build strong relationships with enterprise-level clients, drive adoption of our SaaS platform, and ensure retention and expansion opportunities while collaborating with sales, product, and support teams.

The role is hybrid, balancing in-office collaboration in Stellenbosch with flexible remote work, and requires a proactive, strategic thinker who can advocate for customers and

Qualifikationen

• Proven experience in Customer Success, Account Management, or a related client-facing role.
• Experience with SaaS and enterprise-level client portfolios.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of customer lifecycle management and retention strategies.

Aufgaben

• Develop and maintain trusted advisor relationships with assigned clients.
• Proactively monitor customer health and engagement, identifying risks and opportunities.
• Drive product adoption and maximize value of the SaaS platform.
• Conduct regular business reviews (QBRs) with clients to assess progress and alignment with goals.
• Identify upsell and cross-sell opportunities within the existing client base.
• Serve as the primary point of contact for clients, advocating for their needs internally.
• Collaborate with sales, product, and support teams to ensure a seamless customer experience.
• Onboard new clients and guide them through the implementation process.
• Gather customer feedback and provide insights to the product development team.
• Achieve key customer success metrics, including retention, satisfaction, and expansion revenue.

Kenntnisse

Customer Success

Account Management

Client-facing

Communication

Ausbildung

Bachelor's degree

Tools

Salesforce

Gainsight

HubSpot

Jobbeschreibung

About the Role Our client, a leading innovator in the Software as a Service (SaaS) sector, is seeking an experienced and proactive Customer Success Manager to join their team in **Stellenbosch, Western Cape**. This role is pivotal in ensuring our clients achieve their desired outcomes while using our client's cutting-edge software solutions. You will be responsible for building strong, long-lasting relationships with key accounts, driving adoption, ensuring retention, and identifying opportunities for expansion. The ideal candidate possesses a deep understanding of customer needs, exceptional communication skills, and a strategic mindset. This hybrid role allows for a balance of in-office collaboration and remote work, offering flexibility while fostering strong team dynamics within the vibrant **Stellenbosch** business community.

Key Responsibilities

• Develop and maintain strong, trusted advisor relationships with assigned clients.
• Proactively monitor customer health and engagement, identifying potential risks and opportunities.
• Drive product adoption and ensure clients are maximizing the value of the SaaS platform.
• Conduct regular business reviews (QBRs) with clients to assess progress and alignment with goals.
• Identify upsell and cross-sell opportunities within the existing client base.
• Serve as the primary point of contact for clients, advocating for their needs internally.
• Collaborate with sales, product, and support teams to ensure a seamless customer experience.
• Onboard new clients and guide them through the implementation process.
• Gather customer feedback and provide insights to the product development team.
• Achieve key customer success metrics, including retention, satisfaction, and expansion revenue.

Requirements

• Proven experience in Customer Success, Account Management, or a related client-facing role, preferably within the SaaS industry.
• Demonstrated ability to manage a portfolio of enterprise-level clients.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of SaaS business models and customer lifecycle management.
• Strategic thinking and problem-solving abilities.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot).
• Ability to work effectively in a hybrid model, balancing remote work with regular office presence in **Stellenbosch, Western Cape, ZA**.
• Bachelor's degree in Business, Marketing, or a related field, or equivalent practical experience.
• Proactive, results-oriented, and passionate about customer advocacy.

Benefits

• Competitive salary and performance-based bonuses.
• Opportunity to work with a dynamic and innovative SaaS product.
• Hybrid work model offering flexibility and work-life balance.
• Professional development and growth opportunities within a rapidly expanding company.
• Collaborative team environment with a strong focus on customer success.
• Convenient office location in **Stellenbosch, Western Cape**.
• Contribution to the success of a company at the forefront of its industry.
• Access to state-of-the-art tools and resources.