Partner Account Manager

Pollock & Associates; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading SaaS company in Durban is seeking a professional to manage customer and partner relationships in a subscription-based solutions environment. The ideal candidate will have 2–5 years of experience in SaaS account management and a proven record in retention and upselling. You will act as a trusted advisor, ensuring clients derive maximum value from the software, while managing onboarding and identifying upsell opportunities.

Qualifications

• 2–5 years experience in account management or customer success within SaaS or subscription-based services.
• Proven success in retention, renewal, upsell, and expansion targets.
• Knowledge of SaaS platforms, APIs, integrations, or subscription service delivery models.

Responsibilities

• Act as the trusted advisor for assigned accounts to ensure satisfaction and retention.
• Guide customers on best practices and align solution use with business goals.
• Identify upsell, cross-sell, and renewal opportunities.

Skills

SaaS/subscription sales cycles

Communication skills

Presentation skills

Negotiation skills

Education

Matric (NQF 4)

Job description

Overview

You will be responsible for building, managing, and growing customer and partner relationships in a subscription-based solutions environment. This role is critical in ensuring clients extract maximum value from the company’s software while driving renewals, upselling, and cross-selling. You must bring proven experience in SaaS or subscription-based selling (e.g., cloud software, telecoms, connectivity, or similar services), as this understanding is non-negotiable.

Qualifications & Experience

• Matric (NQF 4) minimum; higher qualification advantageous.
• Valid driver’s license and reliable transport.
• 2–5 years’ experience in account management or customer success within SaaS or subscription-based services (essential).
• Proven success in retention, renewal, upsell, and expansion targets.
• Knowledge of SaaS platforms, APIs, integrations, or subscription service delivery models (telecoms, connectivity, cloud, etc.).

Skills

• Deep understanding of SaaS/subscription sales cycles and recurring revenue models.
• Strong communication, presentation, and negotiation skills.
• Ability to manage multiple accounts and competing priorities effectively.

Key Responsibilities

• Act as the trusted advisor for assigned accounts, building strong, long-term relationships to ensure satisfaction and retention.
• Guide customers on best practices, manage onboarding and training, and align solution use with business goals.
• Identify and execute upsell, cross-sell, and renewal opportunities, while enabling partners to sell our services successfully.
• Proactively monitor account health, identify churn risks, and implement strategies to protect recurring revenue.
• Maintain accurate CRM records, track adoption and usage metrics, and provide regular business reviews for key accounts.