Customer Success Manager – SaaS / iPaaS Solutions

Chosen Online Pty Ltd; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Chosen Online Pty Ltd is seeking a customer success/account management professional to service mid-market and enterprise clients. You will lead initiatives to drive adoption, retention, and expansion while coordinating with sales, success, and delivery teams.

In this role, you will conduct strategic sessions to uncover business challenges, qualify opportunities, and partner with Solution Architects to deliver tailored technical solutions.

Responsibilities

• Manage and grow a portfolio of mid-market and enterprise customers across the USA.
• Drive customer adoption, engagement, retention, and long-term account growth.
• Conduct strategic discovery sessions to understand customer business challenges.
• Identify opportunities for additional solutions, assessments, and professional services.
• Qualify complex technical opportunities before handing them to the Solutions Architecture team.
• Partner closely with Solution Architects to design the right technical solution for each customer.
• Bridge the gap between Sales, Customer Success, and Technical Delivery to ensure a seamless customer journey.
• Build trusted executive relationships and become a strategic advisor to your customers.
• Ensure successful onboarding, implementation, and ongoing customer success.
• Identify expansion, cross-sell, and upsell opportunities within existing accounts.

Job description

Key Responsibilities

• Manage and grow a portfolio of mid-market and enterprise customers across the USA.




• Drive customer adoption, engagement, retention, and long-term account growth.




• Conduct strategic discovery sessions to understand customer business challenges.




• Identify opportunities for additional solutions, assessments, and professional services.




• Qualify complex technical opportunities before handing them to the Solutions Architecture team.




• Partner closely with Solution Architects to design the right technical solution for each customer.




• Bridge the gap between Sales, Customer Success, and Technical Delivery to ensure a seamless customer journey.




• Build trusted executive relationships and become a strategic advisor to your customers.




• Ensure successful onboarding, implementation, and ongoing customer success.




• Identify expansion, cross-sell, and upsell opportunities within existing accounts.