Customer Success Manager - Tourism Tech (Remote)

Placements24; East London; Hybrid; ZAR 520,000 - 760,000; Full time

Benefits offered by this job

Health insurance

Performance-based bonuses

Professional development opportunities

Remote work

Job summary

Placements24 is seeking a Customer Success Manager to join its fully remote team in South Africa. You will onboard clients, drive adoption, and foster strong relationships across a portfolio of accounts.

You will monitor usage health, deliver training, and uncover opportunities for upsell while collaborating with Product, Sales, and Engineering. The role demands 3–5 years in customer success or related fields, SaaS/tech experience, and excellent communication.

Qualifications

• 3–5 years in Customer Success, Account Management, or similar client-facing role.
• Experience in SaaS or technology and in tourism/hospitality preferred.
• Proven ability to build and retain client relationships and drive retention.

Responsibilities

• Manage a portfolio of clients, ensuring onboarding, adoption, and satisfaction.
• Develop strong relationships with key stakeholders and monitor health metrics.
• Provide ongoing training and support to maximize platform value.
• Identify upsell opportunities and contribute to account growth.
• Coordinate with Product, Sales, and Engineering to advocate for clients.

Skills

Customer Success

Account Management

SaaS

Client Relationships

Communication

Remote Collaboration

Education

Bachelor's degree

Tools

CRM software

Slack

Zoom

Job description

About the Role

Our client is a leading innovator in tourism technology, providing cutting-edge software solutions that empower businesses across the travel industry. They are seeking a proactive and client-focused Customer Success Manager to join their fully remote team. This critical role involves ensuring our clients achieve maximum value from our products and services, fostering strong, long-term relationships, and driving client retention and growth. You will be the primary point of contact for a portfolio of clients, guiding them through onboarding, providing ongoing support, and identifying opportunities for upsell. This is an ideal position for someone passionate about technology, customer advocacy, and the tourism sector, who thrives in a collaborative, remote-first environment. Join a dynamic company and help shape the future of travel tech.

Key Responsibilities

• Manage a portfolio of clients, ensuring successful onboarding, adoption, and ongoing satisfaction with our software solutions.
• Develop and maintain strong relationships with key stakeholders within client organizations.
• Proactively monitor client usage and health metrics, intervening to address potential issues and ensure client success.
• Provide ongoing training and support to clients, helping them leverage the full capabilities of our platform.
• Identify opportunities for clients to expand their use of our products and services, contributing to account growth.
• Act as a liaison between clients and internal teams (Product, Sales, Engineering) to advocate for client needs and feedback.
• Develop and deliver regular business reviews with clients to showcase value and align on goals.
• Contribute to the development of customer success resources, such as knowledge base articles and best practice guides.
• Track and report on key customer success metrics, including retention rates, churn, and satisfaction scores.
• Contribute to a positive and collaborative team culture within a remote work environment.

Requirements

• Minimum of 3-5 years of experience in Customer Success, Account Management, or a client-facing role, preferably in the SaaS or technology sector.
• Demonstrated experience within or strong understanding of the tourism or hospitality industry.
• Proven ability to build and maintain strong client relationships and drive retention.
• Excellent communication, presentation, and interpersonal skills, with the ability to explain technical concepts clearly.
• Strong problem-solving skills and a proactive, results-oriented approach.
• Experience working effectively in a fully remote work environment using collaboration tools (e.g., Slack, Zoom, CRM).
• Ability to manage multiple client accounts and prioritize tasks effectively.
• A passion for customer advocacy and driving client value.
• Bachelor's degree in Business, Marketing, Communications, or a related field is preferred.
• Based within South Africa to facilitate potential local client interactions if needed.

Benefits

This role offers a competitive salary, potential for performance-based bonuses, and comprehensive benefits including health insurance. Enjoy the unparalleled flexibility and work-life balance of a fully remote position. Our client provides ample opportunities for professional development, training, and career advancement within a rapidly growing tech company. Be part of an innovative and supportive team that is passionate about the tourism industry. Contribute to the success of businesses worldwide from the comfort of your home office.