Remote Customer Success Manager - Cape Town

Placements24; Cape Town; Hybrid; ZAR 520,000 - 760,000; Full time

Benefits offered by this job

Fully remote position

Competitive salary & bonuses

Medical, dental, vision insurance

Generous paid time off

Professional development

Job summary

Placements24 is seeking a Remote Customer Success Manager to steward a portfolio of clients from Cape Town and beyond. You will nurture relationships, monitor health, and drive product adoption while identifying upsell opportunities in a remote-first setup.

In this role, you will collaborate with Sales, Product, and Support teams, conduct regular business reviews, and advocate for customers to ensure retention and satisfaction in a globally distributed organization.

Qualifications

• 4+ years in Customer Success, Account Management or similar client-facing role in SaaS (must have proven retention/growth success).
• Excellent communication, interpersonal and presentation skills.
• Strong understanding of customer success principles and methodologies.
• Ability to analyze data, identify trends and provide data-driven recommendations.
• Proactive, self-motivated, able to work remotely.
• Experience with CRM and customer success platforms (Gainsight, ChurnZero).

Responsibilities

• Develop and maintain strong, long-lasting relationships with a portfolio of assigned customers.
• Proactively monitor customer health and engagement to identify risks and opportunities.
• Conduct regular business reviews to ensure customers leverage the platform and meet goals.
• Drive product adoption and upsell/cross-sell opportunities.
• Serve as the main point of contact for customer inquiries and strategic discussions.
• Collaborate with Sales, Product, and Support for a seamless experience.
• Educate customers on new features, best practices, and industry trends.
• Gather customer feedback and translate into product insights.
• Manage contract renewals and minimize churn.
• Contribute to customer success best practices and resources.

Skills

Communication skills

Interpersonal skills

Presentation skills

Data analysis

Remote work

Education

Bachelor's degree in Business, Marketing or related field

Tools

Gainsight

ChurnZero

Job description

About the Role

Our client, a leading global SaaS provider, is looking for an ambitious and results-oriented Remote Customer Success Manager to join their fully remote team, supporting clients across **Cape Town, Western Cape**, and beyond. This role is designed for individuals who excel at building strong client relationships, driving product adoption, and ensuring customers achieve their desired outcomes with our client's innovative solutions. As a remote-first organization, we foster a culture of trust, autonomy, and continuous improvement. You will be instrumental in retaining clients, identifying expansion opportunities, and acting as the primary advocate for your customer portfolio. Your success will be measured by key metrics such as customer retention, upsell revenue, and overall customer satisfaction within your assigned accounts.

Key Responsibilities

• Develop and maintain strong, long-lasting relationships with a portfolio of assigned customers.
• Proactively monitor customer health and engagement to identify risks and opportunities.
• Conduct regular business reviews (QBRs) to ensure customers are leveraging the platform effectively and achieving their goals.
• Drive product adoption and identify opportunities for upselling and cross-selling.
• Serve as the main point of contact for customer inquiries, issues, and strategic discussions.
• Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience.
• Educate customers on new features, best practices, and relevant industry trends.
• Gather customer feedback and translate it into actionable insights for product improvement.
• Manage contract renewals and minimize churn within your customer base.
• Contribute to the development of customer success best practices and resources.

Requirements

• Minimum of 4 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in a SaaS environment.
• Demonstrated success in managing a portfolio of clients, driving retention and growth.
• Exceptional communication, interpersonal, and presentation skills.
• Strong understanding of customer success principles and methodologies.
• Ability to analyze data, identify trends, and make data-driven recommendations.
• Proactive, self-motivated, and able to work independently in a remote setting.
• Experience with CRM and Customer Success platforms (e.g., Gainsight, ChurnZero).
• Bachelor's degree in Business, Marketing, or a related field is preferred.
• Proven ability to manage multiple priorities and deadlines effectively.
• Must be comfortable and effective working remotely.

Benefits

• Fully remote position offering ultimate flexibility.
• Competitive salary and performance-based bonuses.
• Comprehensive medical, dental, and vision insurance.
• Generous paid time off and holiday schedule.
• Opportunities for continuous learning and professional development.Access to state-of-the-art remote work tools and support.
• Be part of a forward-thinking, global organization.