Remote Customer Success Manager - Retention & Reactivation

Taxesforexpats; South Africa; Remote; ZAR 480,000 - 720,000; Full time

Job summary

Taxes for Expats is looking for a proactive Customer Success Manager to own retention and Reactivation for an existing client portfolio in a largely remote role based in South Africa. You will guide clients through tax questionnaires, engagement letters and signatures, resolving issues and ensuring high service quality.

You bring at least 3 years of client-facing experience, excellent English, strong organisation, and CRM proficiency (HubSpot or Intercom is a plus). This position is 100% remote.

Qualifications

• 3+ years of client-facing experience in Customer Success, relationship or account management.
• Evidence of retaining, nurturing or re-engaging existing clients.
• Excellent spoken and written English.
• Strong organisation, follow-through and task discipline across multiple client cases.
• Calm, empathetic communication with frustrated or price-sensitive clients.
• Sound commercial judgment: spotting opportunities without overselling.
• Confident with CRM systems; HubSpot or Intercom is a plus.
• Discretion with sensitive information and compliance awareness.

Responsibilities

• Own a defined portfolio of Retention and Reactivation opportunities: inbound returning clients and selected proactive outreach cohorts.
• Review each client's history, status, needs, preferences and obstacles before reaching out.
• Proactively contact eligible clients with personalised messages, meaningful follow-ups and an agreed next action.
• Guide clients through the TQ, remove friction and follow through to EL signature.
• Listen to complaints, acknowledge the real issue, coordinate approved recovery and rebuild trust before discussing another engagement.
• Handle assigned chat and email conversations accurately and empathetically, track promised callbacks and coordinate escalations.
• Keep ownership, status, next actions, outcomes and history accurate in HubSpot and Intercom.
• Escalate when a client needs specialist tax advice, formal service recovery or commercial approval, without unauthorised promises.
• Where asked, qualify new enquiries and hand them to Sales, keeping ownership of returning clients.
• Help improve client journeys and retention reporting.

Skills

Client-facing experience

Retention / re-engagement

Excellent English communication

Organisational skills

Empathetic communication

Commercial judgment

CRM systems (HubSpot/Intercom)

Discretion

Tools

HubSpot

Intercom

Job description

Taxes for Expats is looking for a proactive Customer Success Manager to own retention and Reactivation for an existing client portfolio in a largely remote role based in South Africa. You will guide clients through tax questionnaires, engagement letters and signatures, resolving issues and ensuring high service quality.

You bring at least 3 years of client-facing experience, excellent English, strong organisation, and CRM proficiency (HubSpot or Intercom is a plus). This position is 100% remote.