Remote Customer Success Manager - Digital Platforms

Placements24; Durban; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Home office stipend

Equipment provided

Generous PTO

Job summary

Placements24 is seeking a Remote Customer Success Manager to nurture client relationships, ensure clients maximise the value of our SaaS platforms, and drive retention from a home office. You will manage a diverse client portfolio and lead business reviews with key stakeholders.

The role requires proactive engagement, strong communication, data-driven insight, and collaboration with product and sales teams to improve offerings and upsell where appropriate.

Qualifications

• 4+ years in Customer Success, Account Management, or related client-facing role in SaaS.
• Strong communication, presentation and interpersonal skills.
• Proven ability to manage a diverse portfolio of clients and drive retention.
• Experience with CRM platforms and customer success tools.

Responsibilities

• Onboard new clients and ensure successful adoption of digital platforms.
• Proactively manage a portfolio of clients and understand goals/challenges.
• Provide ongoing support, guidance, and strategic advice to achieve client outcomes.
• Monitor health of accounts and intervene proactively where at risk.
• Promote product adoption and regular check-ins with clients.
• Identify upsell/cross-sell opportunities for additional services.
• Gather feedback and work with product/sales teams to improve offerings.
• Deliver business reviews to key client stakeholders.
• Advocate for clients within the company and maintain CRM records.

Skills

Client relationships

Communication

Data-driven

SaaS knowledge

Remote collaboration

CRM proficiency

Upselling opportunities

Tools

Salesforce

HubSpot

Job description

About the Role

Our client, a rapidly growing technology company specializing in digital communication platforms, is seeking a motivated and client-focused Remote Customer Success Manager. This role is entirely remote, offering flexibility to candidates across the nation, but requires proactive engagement and support for clients predominantly in the Durban, KwaZulu-Natal region and beyond. You will be responsible for nurturing client relationships, ensuring they maximize the value of our client's services, and driving retention and growth. The ideal candidate has a strong understanding of SaaS products, exceptional communication skills, and a passion for helping customers achieve their business objectives through technology. This is a fantastic opportunity to join a forward-thinking company and make a significant impact from the comfort of your own home office.

Key Responsibilities

• Onboard new clients and ensure a smooth and successful adoption of our client's digital platforms.
• Proactively engage with a portfolio of clients to understand their goals and challenges.
• Provide ongoing support, guidance, and strategic advice to help clients achieve desired outcomes.
• Monitor client health and identify at-risk accounts for proactive intervention.
• Drive product adoption and usage through regular check-ins and tailored recommendations.
• Identify opportunities for upselling and cross-selling additional services.
• Gather customer feedback and collaborate with product and sales teams to improve offerings.
• Develop and deliver business reviews to key client stakeholders.
• Serve as the primary advocate for your clients within the company.
• Maintain detailed records of client interactions and progress in the CRM system.

Requirements

• Minimum of 4 years of experience in Customer Success, Account Management, or a related client-facing role, preferably within the SaaS industry.
• Proven ability to manage a diverse portfolio of clients and build strong, long-term relationships.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage effectively at all levels of an organization.
• Strong understanding of digital platforms, cloud-based software, and their business applications.
• Demonstrated success in driving customer retention and growth.
• Self-motivated, proactive, and able to work independently with minimal supervision in a remote setting.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Ability to analyze data and derive actionable insights to improve customer outcomes.
• A passion for technology and customer advocacy is essential.
• Must have a dedicated home office setup conducive to remote work.

Benefits

• Competitive salary and performance-based bonuses.
• Fully remote work arrangement, offering excellent work-life balance.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for professional growth and development in a fast-paced tech environment.
• Company-provided equipment and stipends for home office expenses.
• A collaborative and supportive virtual team culture.