Remote Customer Success Manager - SaaS Platform

Placements24; Mossel Bay; Hybrid; ZAR 670,000 - 1,116,000; Full time

Job summary

Placements24 is recruiting a Remote Customer Success Manager for our global SaaS client. You will manage a portfolio of customers, drive adoption of the platform, and guide success from home while supporting clients in Mossel Bay, Western Cape and beyond.

You will conduct business reviews, identify upsell opportunities, reduce churn, and coordinate with product and support teams. Strong communication and data-analysis skills, plus CRM experience, are required.

Qualifications

• 3–5 years in Customer Success or related role.
• Proven retention and growth track record.
• Excellent communication and stakeholder engagement.
• Experience with SaaS business models and data analysis.
• Eligible to work in South Africa and able to work remotely.

Responsibilities

• Proactively manage a portfolio of customers and value realization from the SaaS platform.
• Conduct regular check-ins, business reviews, and strategy sessions with stakeholders.
• Identify churn risks and implement proactive retention strategies.
• Drive product adoption and educate customers on new features.
• Identify upsell and cross-sell opportunities within the customer base.
• Serve as voice of the customer to product, sales, and marketing teams.
• Troubleshoot issues with support and technical teams as needed.
• Maintain customer success plans tailored to client needs.
• Monitor health metrics and address concerns proactively.

Skills

Customer success

Account management

SaaS

Communication

Data analysis

Remote work

Stakeholder management

Tools

Salesforce

Gainsight

ChurnZero

Job description

About the Role

Our client, a rapidly growing global SaaS company, is seeking an experienced and proactive Remote Customer Success Manager to join their fully remote team, supporting clients primarily in the **Mossel Bay, Western Cape** region and beyond. This role is crucial for ensuring our clients achieve their desired outcomes while using our client's innovative platform. You will be responsible for building strong relationships, driving user adoption, identifying opportunities for expansion, and ultimately minimizing churn. We are looking for an individual passionate about technology, customer advocacy, and delivering exceptional value. This position requires excellent communication and strategic thinking skills, enabling you to effectively guide clients towards maximizing their success with our client's services, all from the comfort of your own home.

Key Responsibilities

• Proactively manage a portfolio of assigned customers, ensuring their successful adoption and ongoing value realization from the SaaS platform.
• Develop a deep understanding of each customer's business objectives and how our client's platform can help them achieve these.
• Conduct regular check-ins, business reviews, and strategy sessions with key customer stakeholders.
• Identify and mitigate churn risks, implementing proactive strategies to retain customers.
• Drive product adoption and engagement by educating customers on new features and best practices.
• Identify upsell and cross-sell opportunities within your customer base.
• Serve as the voice of the customer internally, providing feedback to product, sales, and marketing teams.
• Troubleshoot and resolve customer issues, coordinating with support and technical teams as needed.
• Develop and maintain customer success plans tailored to individual client needs and goals.
• Monitor customer health metrics and proactively address any concerns.

Requirements

• Minimum of 3-5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably within a SaaS or technology company.
• Proven track record of building strong customer relationships and driving customer retention and growth.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage stakeholders at all levels.
• Strong understanding of SaaS business models and technology.
• Ability to analyze customer data and identify trends and opportunities.
• Self-motivated, proactive, and able to work independently in a remote setting.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero) is required.
• Must be eligible to work in **South Africa**.
• This is a fully **Remote** position, requiring a stable internet connection and a dedicated workspace.

Benefits

Our client offers a competitive salary and a comprehensive benefits package, including medical aid, retirement contributions, and performance-based incentives. Enjoy the ultimate flexibility of a fully **Remote** work environment, opportunities for professional development, and the chance to be part of a rapidly growing and innovative company. We provide the tools and support necessary for you to succeed, fostering a culture of collaboration and continuous learning.