Remote Customer Success Manager

Placements24; Pretoria; Hybrid; ZAR 600.000 - 900.000; Vollzeit

Benefits dieser Stelle

Remote work

Performance bonuses

Health & Wellness benefits

Professional development budget

Generous PTO

Zusammenfassung

Placements24 is seeking a seasoned Remote Customer Success Manager to manage a portfolio of SaaS clients, acting as their trusted advisor and primary contact. You will craft tailored success plans, conduct regular reviews, monitor health metrics, and drive adoption and retention from a remote setting.

You will identify upsell opportunities, collaborate with Sales, Product, and Support, and onboard new clients to ensure rapid time-to-value.

Qualifikationen

• 5+ years in Customer Success, Account Management, or similar client-facing role in SaaS.
• Exceptional communication, presentation, and interpersonal skills for remote collaboration.
• Proven track record in driving retention and growth with clients.
• Experience with CRM and CS platforms (Salesforce, Gainsight, ChurnZero).

Aufgaben

• Manage a portfolio of clients as their primary contact and trusted advisor.
• Develop and execute tailored success plans to meet client goals.
• Conduct regular check-ins and business reviews to ensure satisfaction and identify issues.
• Monitor client health metrics and address churn risks proactively.
• Educate clients on features, best practices, and new releases to drive adoption.
• Identify and pursue upsell and cross-sell opportunities.
• Collaborate with Sales, Product, and Support for a cohesive experience.
• Gather client feedback to inform product and service improvements.
• Onboard new clients effectively for quick time-to-value.
• Advocate internally for customer needs and challenges.

Kenntnisse

Client Relationships

Communication Skills

Data Analysis

CRM Systems

Remote Work

SaaS Knowledge

Ausbildung

Bachelor's degree

Tools

Salesforce

Gainsight

ChurnZero

Jobbeschreibung

About the Role

Our client, a globally recognized leader in SaaS solutions, is seeking an experienced and results-oriented Remote Customer Success Manager to join their fully remote team. This is a critical role focused on building strong relationships with clients, ensuring they maximize the value of our client's platform, and driving retention and growth. The ideal candidate will possess exceptional communication skills, a strategic mindset, and a deep understanding of customer lifecycle management. As a **Remote** Customer Success Manager, you will proactively engage with a portfolio of clients, understand their business objectives, and provide tailored guidance and support. You will be instrumental in fostering client loyalty, identifying upsell opportunities, and advocating for customer needs internally. This is a fully remote position, offering unparalleled flexibility and the opportunity to work from anywhere. Your dedication to client success will be paramount in driving long-term partnerships and contributing to the company's global expansion, operating from a **remote-first** environment.

Key Responsibilities

• Manage a portfolio of clients, serving as their primary point of contact and trusted advisor.
• Develop and execute success plans tailored to each client's unique business goals and objectives.
• Conduct regular check-ins and business reviews with clients to ensure satisfaction and identify potential issues.
• Monitor client health metrics and proactively address any risks of churn.
• Educate clients on product features, best practices, and new releases to drive adoption and value.
• Identify and pursue opportunities for upselling and cross-selling relevant solutions.
• Collaborate with Sales, Product, and Support teams to ensure a cohesive customer experience.
• Gather customer feedback and insights to inform product development and service improvements.
• Onboard new clients effectively, ensuring a smooth transition and rapid time-to-value.
• Act as an internal advocate for customer needs and challenges.

Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in a SaaS environment.
• Proven track record of successfully managing client relationships, driving retention, and achieving growth targets.
• Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport and trust remotely.
• Strong understanding of customer success principles and methodologies.
• Experience using CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero).
• Ability to analyze data, identify trends, and translate insights into actionable strategies.
• Self-motivated, organized, and able to thrive in a fully **remote** work environment.
• Demonstrated ability to manage multiple priorities and deadlines effectively.
• Experience working with geographically dispersed teams and clients.
• Bachelor's degree in Business, Marketing, or a related field is preferred.

Benefits

This fully **remote** role offers a highly competitive salary, performance bonuses, comprehensive health and wellness benefits, and generous paid time off. Employees also benefit from a professional development budget, access to online learning resources, and a supportive, globally distributed team culture. Our client is committed to fostering a diverse and inclusive workplace where all employees can thrive, regardless of their location. You will have the flexibility to manage your own schedule while contributing to a world-class organization from the comfort of your home office. This **remote** position emphasizes work-life balance and continuous learning.