Remote Customer Success Manager

Placements24; Mbombela (Nelspruit); Híbrido; ZAR 600.000 - 850.000; Jornada completa

Descripción de la vacante

Placements24 is seeking a Remote Customer Success Manager for a rapidly expanding global technology firm. This fully remote role allows you to work from anywhere in South Africa, managing a portfolio of clients and driving adoption to maximize value from our solutions.

You will conduct onboarding, regular check-ins, business reviews, and identify upsell opportunities while serving as the primary contact for escalations. Join a remote-first culture focused on engagement and growth.

Formación

• 4+ years in Customer Success, Account Management, or similar client-facing role in SaaS.
• Ability to manage a book of business and drive retention/growth.
• Exceptional communication, presentation and interpersonal skills for remote work.
• Strong understanding of customer success principles and metrics.

Responsabilidades

• Proactively engage a portfolio of clients to ensure successful adoption and use of products/services.
• Develop understanding of client business goals and align solutions to meet their needs.
• Conduct regular check-ins, business reviews and onboarding sessions remotely.
• Identify upsell and cross-sell opportunities based on usage and feedback.
• Serve as primary point of contact for escalated client issues; coordinate with internal teams for swift resolution.
• Monitor client health scores and address churn risks proactively.
• Gather and relay client feedback to product, sales and marketing teams for improvement.
• Educate clients on new features, best practices, and product updates via webinars and personalized communications.
• Contribute to development of best practices and resources for the CS team.

Conocimientos

Communication

Presentation

Interpersonal skills

Time management

Remote work

Self-motivation

Educación

Bachelor's degree (Business/Marketing/Communications)

Herramientas

Salesforce

HubSpot

Gainsight

ChurnZero

Descripción del empleo

About the Role

Our client is a rapidly expanding global technology firm seeking an exceptional and highly motivated Remote Customer Success Manager to join their dedicated support team. This is a fully remote position, allowing you to work from anywhere in South Africa. You will be instrumental in building and maintaining strong relationships with our diverse clientele, ensuring they maximize the value derived from our innovative solutions. This role is ideal for a proactive individual who thrives in a virtual environment and is passionate about driving customer loyalty and retention. As a Remote Customer Success Manager, you will be empowered to manage your schedule effectively while delivering outstanding service. We are committed to fostering a remote-first culture that prioritizes employee engagement, well-being, and professional development.

Key Responsibilities

• Proactively engage with a portfolio of clients to ensure their successful adoption and ongoing use of our products/services.
• Develop a deep understanding of client business goals and objectives, aligning our solutions to meet their needs.
• Conduct regular check-ins, business reviews, and onboarding sessions remotely.
• Identify opportunities for upselling and cross-selling based on client usage and feedback.
• Serve as the primary point of contact for escalated client issues, coordinating with internal teams to ensure swift resolution.
• Monitor client health scores and proactively address any potential churn risks.
• Gather and relay client feedback to product, sales, and marketing teams to drive continuous improvement.
• Educate clients on new features, best practices, and product updates through webinars and personalized communications.
• Contribute to the development of best practices and resources for the Customer Success team.

Requirements

• Minimum of 4 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in a SaaS environment.
• Proven ability to manage a book of business and drive customer retention and growth.
• Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport remotely.
• Strong understanding of customer success principles and metrics.
• Proficiency with CRM software (e.g., Salesforce, HubSpot) and Customer Success Platforms (e.g., Gainsight, ChurnZero).
• Self-motivated and disciplined, with excellent time management skills to thrive in a remote work setting.
• Ability to work autonomously and collaboratively within a distributed team.
• A bachelor's degree in Business, Marketing, Communications, or a related field is highly desirable.
• Must have a reliable internet connection and a dedicated home office setup.

Benefits

Our client offers a highly competitive salary of R per annum, along with performance-based incentives. This fully remote position provides unparalleled flexibility and work-life balance. We offer a comprehensive benefits package including medical, dental, and vision insurance, as well as a retirement savings plan. Opportunities for continuous learning and career advancement within a global organization are extensive. Join a forward-thinking company that values its remote workforce and is dedicated to employee success and well-being.