Remote Customer Success Manager

Placements24; Johannesburg; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Flexible remote work

Job summary

WhatJobs Direct is seeking a seasoned Remote Customer Success Manager to join our fully remote team across South Africa. You will guide clients to maximize value, drive renewals, and identify growth opportunities while collaborating with Sales, Product and Support.

In a remote-first setup, you will manage a portfolio, conduct regular business reviews, and educate customers on best practices to ensure adoption and long-term success.

Qualifications

• Proven experience in Customer Success or Account Management with SaaS background.
• Ability to manage a portfolio of accounts and drive retention/growth.
• Strong communication, presentation and interpersonal skills.
• Knowledge of CS best practices and CRM platforms.

Responsibilities

• Develop and execute strategic success plans for key accounts.
• Build and maintain long-lasting client relationships and align with their objectives.
• Lead business reviews to demonstrate value and identify upsell opportunities.
• Monitor health metrics and address risks to retention proactively.
• Serve as main contact for onboarding, adoption and ongoing usage.

Skills

Customer Success

Account Management

SaaS

CRM

Salesforce

Education

Bachelor's degree in Business or related field

Tools

Salesforce

Gainsight

Job description

About the Role

WhatJobs Direct is actively seeking an experienced and proactive Remote Customer Success Manager to join our fully remote team. This crucial role is designed for a results-oriented individual passionate about fostering long-term client relationships and ensuring our customers achieve maximum value from our services. Working from anywhere within South Africa, you will be a key advocate for our clients, providing strategic guidance and support to drive retention and growth. As a remote-first organization, we empower our team members with the tools and autonomy needed to excel in a virtual environment, supporting our operations connected to Klerksdorp, North West, ZA .

Key Responsibilities

• Develop and execute strategic success plans for a portfolio of key accounts.
• Build and maintain strong, long-lasting relationships with clients, understanding their business objectives and challenges.
• Conduct regular business reviews with clients to demonstrate value and identify upsell/cross-sell opportunities.
• Monitor customer health metrics and proactively address potential risks to retention.
• Act as the primary point of contact for clients, guiding them through onboarding, adoption, and ongoing usage.
• Collaborate with internal teams (Sales, Product, Support) to ensure a seamless customer experience.
• Gather customer feedback and translate it into actionable insights for product development and service improvement.
• Educate clients on new features and best practices to maximize their return on investment.
• Drive customer advocacy through testimonials, case studies, and referrals.
• Contribute to the development and refinement of customer success playbooks and processes.

Requirements

• Proven experience in Customer Success, Account Management, or a related client-facing role, preferably in a SaaS or technology environment.
• Demonstrated ability to manage a portfolio of accounts and drive customer retention and growth.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of customer success principles and best practices.
• Proficiency with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Ability to think strategically and problem-solve complex customer issues.
• Self-motivated, highly organized, and adept at managing time effectively in a remote setting.
• Bachelor's degree in Business, Marketing, or a related field, or equivalent practical experience.
• Experience working in a fully remote capacity is highly desirable.
• A strong connection or understanding of the business landscape relevant to Klerksdorp, North West, ZA may be beneficial.

Benefits

• Our client offers a highly competitive salary and performance-based bonuses.
• Enjoy comprehensive health insurance, a generous retirement plan, and ample paid time off.
• Benefit from a flexible, fully remote work environment that prioritizes work-life balance.
• Opportunities for continuous professional development, including access to online courses and industry conferences, are provided.
• Join a collaborative and innovative team dedicated to empowering clients and driving mutual success.
• This is an exceptional opportunity to advance your career in Customer Success from anywhere, with a company that values autonomy and results.