Remote Customer Success Manager

Placements24; Durban; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Fully remote work

Competitive salary

Global client base

Health benefits

Professional development

Job summary

Placements24 is seeking a seasoned Remote Customer Success Manager to nurture a diverse, global client base. You will guide onboarding, drive adoption, and lead retention efforts from anywhere, delivering measurable value.

In this fully remote role, you will monitor health metrics, collaborate with sales, product, and support teams, and identify opportunities to upsell while ensuring outstanding customer outcomes and satisfaction.

Qualifications

• Proven experience in Customer Success or Account Management in SaaS.
• Strong relationship-building and communication skills.
• Able to analyze data to improve customer outcomes.
• Comfortable working in a fully remote environment.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Onboard customers and guide product adoption.
• Proactively understand goals and use cases.
• Develop tailored success plans for customers.
• Monitor health/engagement metrics and intervene as needed.
• Conduct regular business reviews to demonstrate value.
• Identify upsell/cross-sell opportunities based on usage.
• Serve as primary customer point of contact and advocate internally.
• Collaborate with sales, product, and support teams.
• Contribute to best practices and resources for CS.
• Drive retention and expansion through exceptional service.

Skills

Customer Success

Account Management

Relationship Building

Communication Skills

Data Analysis

Remote Work

Education

Bachelor's degree in Business or related field

Tools

Salesforce

Gainsight

ChurnZero

Job description

About the Role

Our client, a leading SaaS provider with a global reach, is seeking an experienced and passionate Remote Customer Success Manager to join their fully remote team. This is an exceptional opportunity for a proactive individual to build and nurture strong relationships with our diverse customer base, ensuring they maximize the value derived from our innovative software solutions. You will act as a trusted advisor, guiding customers through onboarding, adoption, and retention, ultimately driving customer satisfaction and loyalty. The ideal candidate possesses excellent communication skills, a deep understanding of customer needs, and a proven ability to foster long-term partnerships. This role is ideal for someone who thrives in a remote work environment and is dedicated to helping clients achieve their business objectives. You will be an integral part of a forward-thinking company, contributing to customer growth and success from anywhere.

Key Responsibilities

• Onboard new customers, providing comprehensive training and guidance to ensure successful product adoption.
• Proactively engage with customers to understand their goals, challenges, and use cases.
• Develop and execute success plans tailored to individual customer needs and objectives.
• Monitor customer health and engagement metrics, identifying risks and opportunities for intervention.
• Conduct regular check-ins and business reviews to demonstrate value and address concerns.
• Identify opportunities for upselling and cross-selling based on customer needs and product utilization.
• Serve as the primary point of contact for customers, advocating for their needs internally.
• Collaborate with sales, product, and support teams to ensure a seamless customer experience.
• Contribute to the development of customer success best practices and resources.
• Drive customer retention and expansion through exceptional service and strategic guidance.

Requirements

• Proven experience in Customer Success, Account Management, or a similar client-facing role, preferably within the SaaS industry.
• Demonstrated ability to build and maintain strong, long-lasting customer relationships.
• Excellent verbal and written communication skills, with the ability to present complex information clearly.
• Strong understanding of customer success principles and best practices.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero).
• Ability to analyze data and derive actionable insights to improve customer outcomes.
• Self-motivated, proactive, and able to manage time effectively in a remote setting.
• Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent practical experience.
• Experience in training or educating users on software products.
• A passion for helping customers achieve their goals.

Benefits

• Fully remote work arrangement, offering flexibility and autonomy.
• Competitive salary and performance-based incentives.
• Opportunity to work with a global customer base and innovative technology.
• Comprehensive health and wellness benefits package.
• Professional development opportunities and continuous learning support.
• Be part of a collaborative and mission-driven remote team.