Remote Customer Success Manager - Sports Tech

Placements24; Kempton Park; Remote; ZAR 700,000 - 900,000; Full time

Job summary

Placements24 is seeking a Remote Customer Success Manager to lead a portfolio of clients from anywhere in South Africa. You’ll onboard clients, drive adoption of our sports management software, and ensure ongoing satisfaction while identifying upsell opportunities.

You will collaborate closely with clients to understand goals, monitor health metrics, and provide timely support through email, phone, and video conferencing.

Qualifications

• Proven experience in Customer Success.

Responsibilities

• Manage a portfolio of assigned clients, fostering strong, long-term relationships.
• Conduct onboarding sessions for new clients, ensuring a smooth and effective integration of the software.
• Proactively engage with clients to understand their goals, challenges, and satisfaction levels.
• Provide timely and effective technical and operational support to clients via various communication channels (email, phone, video conferencing).
• Identify opportunities for client growth and expansion of services, collaborating with sales teams when necessary.
• Monitor client health metrics and proactively address any potential risks or issues.
• Gather client feedback and insights to inform product development and service improvements.
• Develop and deliver training materials and resources for clients.
• Act as the voice of the customer internally, advocating for client needs to product and engineering teams.
• Contribute to customer success best practices and knowledge base development.

Skills

Customer success

Job description

About the Role

Our client, a rapidly growing innovator in the sports technology sector, is seeking a dedicated and proactive Remote Customer Success Manager to join their expanding team. This role is pivotal in ensuring our clients achieve their desired outcomes while utilizing our cutting-edge sports management software. Operating on a remote-first basis, you will be the primary point of contact for a portfolio of clients, building strong relationships, understanding their unique needs, and driving adoption and satisfaction. You will work closely with clients to onboard them effectively, provide ongoing support, and identify opportunities for upselling and cross-selling. This is a fantastic opportunity for a customer-centric professional with a keen interest in sports and technology to make a significant impact from anywhere in **South Africa**. You will be instrumental in shaping the customer experience, reducing churn, and fostering long-term partnerships that contribute to the overall success and growth of our client's innovative platform. Your expertise will directly influence client retention and advocacy.

Key Responsibilities

• Manage a portfolio of assigned clients, fostering strong, long-term relationships.
• Conduct onboarding sessions for new clients, ensuring a smooth and effective integration of the software.
• Proactively engage with clients to understand their goals, challenges, and satisfaction levels.
• Provide timely and effective technical and operational support to clients via various communication channels (email, phone, video conferencing).
• Identify opportunities for client growth and expansion of services, collaborating with sales teams when necessary.
• Monitor client health metrics and proactively address any potential risks or issues.
• Gather client feedback and insights to inform product development and service improvements.
• Develop and deliver training materials and resources for clients.
• Act as the voice of the customer internally, advocating for client needs to product and engineering teams.
• Contribute to customer success best practices and knowledge base development.

Requirements

• Proven experience in Customer Success,