Remote Customer Success Manager

Placements24; Rustenburg; Hybrid; ZAR 600,000 - 800,000; Full time

Benefits offered by this job

Fully remote

Annual salary in ZAR

Performance bonuses

Stock options

Health insurance

Home office allowance

Learning & development

Job summary

Placements24 is seeking a remote Customer Success Manager to manage a diverse client portfolio across South Africa. You will drive adoption, retention, and value realization from our cloud-based platform, acting as a trusted advisor to help clients achieve their strategic goals.

The role demands strong communication, strategic planning, and a proactive approach to prevent churn, with remote collaboration across sales, product, and support teams.

Qualifications

• Bachelor's degree in Business, Marketing, or related field.
• 4+ years in Customer Success, Account Management, or SaaS client-facing role.
• Proven track record of managing a client portfolio, driving retention and growth.

Responsibilities

• Develop and maintain strong relationships with a portfolio of clients.
• Proactively engage to understand goals and align solutions.
• Drive product adoption and optimize platform usage.
• Monitor health metrics and mitigate churn for at-risk accounts.
• Conduct regular business reviews to demonstrate value and plan next steps.
• Collaborate with sales, product, and support for a seamless experience.
• Educate customers on features, best practices, and industry trends.
• Gather feedback to influence product improvements and service enhancements.
• Achieve retention, expansion, and satisfaction KPIs.

Skills

Relationship management

Strategic thinking

Retention strategy

Education

Bachelor's degree in Business or Marketing

Tools

Salesforce

HubSpot

Job description

About the Role

Our client, a leading innovator in cloud-based solutions, is seeking an experienced and results-driven Remote Customer Success Manager to join their fully remote team. This pivotal role is designed for individuals passionate about fostering long-term client relationships and ensuring customers maximize the value derived from our client's cutting-edge platform. You will be instrumental in driving customer adoption, retention, and overall satisfaction from anywhere in South Africa . As a Remote Customer Success Manager, you will serve as a trusted advisor, proactively engaging with a portfolio of clients to understand their business objectives and align our client's solutions to meet those goals. This position requires a self-motivated individual who thrives in a remote work environment and possesses exceptional communication and strategic planning skills. We value proactivity, strategic thinking, and a deep understanding of customer needs.

Key Responsibilities

• Develop and maintain strong, long-lasting relationships with a dedicated portfolio of clients, serving as their primary point of contact.
• Proactively engage with customers to understand their business goals, challenges, and how our client's solutions can best support them.
• Drive product adoption and ensure customers are leveraging the full capabilities of the platform to achieve desired outcomes.
• Monitor customer health metrics and identify at-risk accounts, developing and executing proactive engagement strategies to mitigate churn.
• Conduct regular business reviews (QBRs) with clients to demonstrate value, share insights, and align on future strategies.
• Collaborate with sales, product, and support teams to ensure a seamless customer experience and address any client needs.
• Educate customers on new features, best practices, and relevant industry trends.
• Gather customer feedback and advocate for customer needs internally to drive product improvements and service enhancements.
• Achieve and exceed key performance indicators related to customer retention, expansion, and satisfaction.

Requirements

• Bachelor's degree in Business, Marketing, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in Customer Success, Account Management, or a related client-facing role, preferably in a SaaS environment.
• Proven track record of managing a client portfolio, driving retention, and achieving growth targets.
• Excellent verbal and written communication skills, with the ability to present complex information clearly and persuasively.
• Strong understanding of customer success principles and methodologies.
• Ability to work autonomously, manage time effectively, and thrive in a fully remote work setting.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and Customer Success platforms.
• Exceptional problem-solving skills and a proactive, results-oriented mindset.
• Experience in developing strategic account plans and conducting impactful business reviews.

Benefits

• Fully remote position, offering flexibility and work-life balance.
• Competitive annual salary of R.
• Performance-based bonuses and stock options.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Allowance for home office setup and internet expenses.
• Access to online learning platforms and professional development opportunities.
• Regular virtual team-building events and collaborative online forums.