Customer Success Specialist

Nintex; Johannesburg; Hybrid; ZAR 200,000 - 300,000; Full time

Job summary

A global software company in Johannesburg is seeking a Customer Success Specialist to manage at-risk customer accounts. You will engage with various departments to prevent churn and ensure customer satisfaction. Strong analytical skills and experience in a customer-facing role are essential. This hybrid position offers valuable growth opportunities in a dynamic SaaS environment.

Benefits

Global Gratitude and Recharge Days

Employee wellness programs

Paid parental leave

Career development programs

Qualifications

• Experience in a customer facing role, preferably in B2B.
• Strong analytical mindset: turn data into decisive actions.
• Experience with Salesforce.

Responsibilities

• Assessing risk, triage & prioritization of at-risk customer accounts.
• Prevent customer churn at every possible touchpoint.
• Customer communications & expectation management.

Skills

Customer facing role experience

Analytical mindset

Salesforce experience

Job description

About Nintex

About Nintex

Nintex, the possibility engine, helps companies unlock the power of endless possibilities. Today, more than 8,500 public and private sector organizations across more than 100 countries turn to the Nintex platform to automate how work gets done, remove friction from business processes, and unlock the full potential of their people.

We are a diverse global team who - together - leaps into challenges, seizes opportunities, and lifts each other up as we adapt and build towards one common purpose: helping companies unlock the power of endless possibilities.

About the role

The Customer Success Specialist role is an engagement-manager role focused on customers flagged as at-risk. You will triage risk signals, be reactive to changing customer needs, coordinate & project manage the right cross-functional “tiger team” (Support, Renewals, Sales, Professional Services, Product, Enablement, Partners) and drive a clear Risk Mitigation Plan (RMP) resolution. You’ll project manage the end-to-end turnaround motion, from first signal through stabilization, ensuring risks are contained quickly, customers see a credible path to value recovery, and learnings are documented to prevent recurrence.

Your contributions will include:

• Assessing risk, triage & prioritization of at-risk customer accounts
• Prevent customer churn at every possible touchpoint
• Engagement management – flagging the at-risk account to the correct department depending on risk type
• Customer communications & expectation management
• Risk mitigation planning (RMP) & documentation
• Renewal support for at-risk accounts
• Help inform and manage continuous improvement & playbooks

Why join as a Customer Success Specialist?

• You’ll be part of the first customer success team in South Africa, helping us expand our global footprint and support customers in regions across the globe.
• You’ll help shape predictive churn analysis using predictive AI, helping identify risk as early as six months before renewal.
• This will be an opportunity to develop and grow your skills within a global, fast-paced SaaS environment, gaining valuable customer experience which could lead to progression within Nintex’s customer success organization.

What we are looking for

• Experience in a customer facing role, preferably in B2B
• Strong analytical mindset: turn data into decisive actions and clear customer narratives.
• Experience with Salesforce

Discover #LifeAtNintex

Hear from our current customer success team and learn how you grow your career with learning & progression whilst working to support customers across the globe.

Sam, current customer success manager based in Johannesburg:

Hear from Sam, current customer success manager based in Johannesburg:

Discover all that #LifeAtNintex has to offer

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What is in it for you?

What is in it for you? Nintex has a hybrid working model, enabling us to build culture, learn, and grow together. We intentionally connect and collaborate, while emphasizing flexibility with a blend of at-home and in-office work.

This role is a hybrid role, based in our Johannesburg office.

While our offerings differ from country to country, we extend our entire global workforce an array of exciting perks and benefits, including:

• Global Gratitude and Recharge Days
• Employee wellness programs and counseling resources
• Meaningful peer recognition and awards
• Paid parental leave
• Invention/patenting assistance
• Paid volunteer time, and other community impact opportunities
• Intercultural learning and celebration
• Career development programs and resources
• An incredible global community

View more here: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf.

Equity Statement: Preference will be given to People Living with Disability who are members of the designated groups in line with the Employment Equity Plan and Targets of the Company.