Customer Success Manager (Syft Analytics)

Black Ties Group Inc.; Johannesburg; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company is seeking a Customer Success Manager to enhance customer retention and support for Syft Analytics. The role involves onboarding customers, providing solutions, and building strong relationships with accounting practices and small businesses. Ideal candidates will have a commerce degree, prior customer support experience, and excellent communication skills. Join a dynamic team and enjoy generous benefits while contributing to customer success.

Benefits

Generous paid leave

Employee Assistance Program

Cash referral bonuses

Flexible working arrangements

Career development opportunities

Qualifications

• Prior customer support experience required.
• Willingness to work alternative hours.
• Interest in technology and information systems.

Responsibilities

• Onboard customers and teach them how to use the software.
• Provide advisory services for effective software implementation.
• Resolve technical issues for customers.

Skills

Excellent verbal and written communication skills

Strong problem-solving skills

Proactive work approach

Understanding of technology and information systems

Education

Commerce degree from a top-tier university

Job description

Our Purpose: At Xero, we're here to help you supercharge your business.

We do this by automating routine tasks, surfacing actionable insights, and connecting businesses with the right data, advisors, and apps.

When that happens, we're not only making life better for small businesses; we're also building a stronger economy that can change the world.

About the Job

As a Customer Success Manager, you will ensure the retention and support of existing customers of Syft Analytics by working closely with a key portfolio of local and international customers.

These customers are typically accounting practices and small businesses in English-speaking markets. Your responsibilities will include onboarding customers, providing solutions to customers in the form of workarounds and explanations, supporting all internal teams with technical questions related to Syft Analytics, and building relationships with your customer base. This role is a full-time, in-office position.

What you'll do

1. Onboard customers by teaching them how to use the software.
2. Provide customers with advisory services on how to implement the software effectively.
3. Support customers by resolving any technical issues (e.g., user errors and software issues) they may experience.
4. Retain customers by increasing their knowledge of analytics and how our software can solve their problems in this area.
5. Expand revenue from existing customers by upselling to higher plans.
6. Build positive, long-lasting relationships through customer engagement.
7. Represent the company at various accounting conferences locally and internationally.

Success looks like

• Providing exceptional support and advice to our customers.
• Being adaptable to grow with the changing needs of our business and customers.
• Collaborating effectively with all teams across Xero.
• Capturing and sharing customer feedback for platform improvements.

What you'll bring

• A commerce degree from a top-tier university (accounting is beneficial).
• Prior customer support experience.
• Willingness to work alternative hours (e.g., 05:00 - 13:30, 09:30 - 18:00, or 14:30 - 23:00 SAST).
• Excellent verbal and written communication skills.
• An interest and understanding of technology and information systems.
• A proactive work approach.
• Strong problem-solving skills.
• A growth mindset.
• A passion for creating excellent customer experiences.
• Motivation to join a fun, high-performing team in a fast-paced, dynamic environment.

Why Xero?

We offer generous paid leave, including statutory holidays, dedicated paid leave for physical and mental wellbeing, an Employee Assistance Program, cash referral bonuses, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, attractive office spaces with snacks and coffee, flexible working arrangements, career development opportunities, and many other benefits that reflect our human value. Join us to do the best work of your life at Xero.