Lead Customer Success Manager - WhatJobs Direct

Placements24; Cape Town; Hybrid; ZAR 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Competitive salary

Premium medical and dental

Provident fund contribution

Professional development

Remote collaboration

Flexible hours

Career growth opportunities

Job summary

Placements24 in Cape Town, Western Cape, seeks a Lead Customer Success Manager to steer client engagement, drive product adoption, and maximize customer lifetime value for a premier SaaS provider. You will lead a team of CS managers, set strategic goals, and advocate for customers in a fast-growing, remote-enabled environment.

The role requires 5+ years in CS or account management with at least 2 years in leadership, strong C-level communication, and deep SaaS knowledge.

Qualifications

• Minimum of 5 years in Customer Success, Account Management, or related role.
• At least 2 years in a leadership capacity leading a team.
• Proven ability to retain and grow enterprise accounts.
• Strong SaaS business understanding and executive engagement.

Responsibilities

• Lead, mentor, and manage a team of Customer Success Managers.
• Develop strategic plans to improve retention, satisfaction, and expansion.
• Oversee onboarding for new clients and drive early success.
• Maintain executive relationships with key enterprise accounts.
• Monitor health scores and mitigate at-risk accounts.
• Drive product adoption by aligning objectives with capabilities.
• Collaborate with Sales, Product, and Marketing for a cohesive experience.
• Deliver executive reviews and showcase value and partnership.

Skills

Leadership

Customer Success

Enterprise accounts

Stakeholder mgmt

Education

Bachelor's degree

Tools

Salesforce

Gainsight

ChurnZero

Job description

About the Role

Our client, a premier SaaS provider, is actively seeking a dynamic and strategic Lead Customer Success Manager to spearhead their client engagement efforts in Cape Town, Western Cape . This executive-level position is crucial for fostering long-term client relationships, driving product adoption, and maximizing customer lifetime value. You will be responsible for leading a team of Customer Success Managers, setting strategic goals, and ensuring that our clients achieve their desired outcomes using our innovative platform. The role demands a forward-thinking individual who is passionate about customer advocacy and possesses a proven track record of success in account management and client retention within a technology-driven business. As this is a 'Yes ' remote position, you will have the flexibility to work from anywhere, contributing to our client's global reach from the vibrant city of Cape Town .

Key Responsibilities

• Lead, mentor, and manage a team of Customer Success Managers, fostering a high-performance culture.
• Develop and implement strategic plans to improve customer retention, satisfaction, and expansion.
• Oversee the onboarding process for new clients, ensuring a smooth transition and early success.
• Act as a primary point of contact for key enterprise accounts, building strong executive-level relationships.
• Monitor customer health scores and proactively identify at-risk accounts, developing and executing mitigation strategies.
• Drive product adoption and utilization by understanding customer business objectives and aligning them with our platform's capabilities.
• Collaborate with Sales, Product, and Marketing teams to ensure a cohesive customer experience.
• Analyze customer data to identify trends, opportunities for upselling/cross-selling, and areas for service improvement.
• Represent the voice of the customer internally, advocating for their needs and providing valuable feedback to product development.
• Develop and deliver executive business reviews to key stakeholders, showcasing value and strategic partnership.

Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role, with at least 2 years in a leadership capacity.
• Demonstrated success in managing enterprise-level accounts and achieving high retention rates.
• Proven ability to lead, motivate, and develop a team of customer-facing professionals.
• Strong understanding of SaaS business models and customer success best practices.
• Excellent communication, negotiation, and presentation skills, with the ability to engage C-level executives.
• Proficiency in CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero).
• Strategic thinker with strong analytical and problem-solving capabilities.
• Ability to work autonomously in a 'Yes ' remote setting, demonstrating excellent time management and organizational skills.
• Experience in the South African market, specifically within Cape Town, Western Cape , is a plus.
• Bachelor's degree in Business, Marketing, or a related field.

Benefits

• This remote opportunity comes with a highly competitive salary and performance-based bonuses.
• Premium medical and dental insurance, and a generous provident fund contribution.
• Professional development is highly valued, with access to continuous training, certifications, and leadership programs.
• You will be part of a collaborative and innovative remote team, with opportunities for global interaction.
• Flexible working hours to accommodate a healthy work-life balance, alongside regular virtual team-building events.
• This role offers significant potential for career growth within a rapidly expanding international company, providing a unique chance to shape the future of customer success in the SaaS industry.