Remote Customer Success Specialist

Placements24; South Africa; Remote; ZAR 300,000 - 600,000; Full time

Benefits offered by this job

Fully remote

Health insurance

Bonuses

Career growth

Home office stipend

Paid time off

Job summary

Placements24 is seeking a dedicated Customer Success Specialist to join its fully remote team in South Africa. You will manage a portfolio of retail clients, guide onboarding, and provide ongoing support to ensure maximum value from our retail solutions.

You will collaborate with sales, product, and technical support to resolve issues, drive renewals, and contribute to knowledge resources. A passion for customer advocacy and strong communication are essential.

Qualifications

• Proven experience in customer success or account management in SaaS or retail.
• Strong communication, interpersonal and presentation skills.
• Experience with CRM platforms and customer success tools.

Responsibilities

• Manage a portfolio of retail clients as their trusted advisor and primary contact.
• Onboard new clients and ensure smooth integration of platforms.
• Proactively engage with clients to understand needs and goals.
• Provide timely support via email, phone and chat.
• Conduct regular check-ins and business reviews to drive satisfaction and upsell opportunities.
• Educate clients on new features and best practices.
• Monitor client health and develop retention strategies.
• Collaborate with sales, product and tech support to resolve issues.
• Gather client feedback to drive product improvements.
• Contribute to customer success resources and knowledge base.

Skills

Customer Success

Account management

SaaS experience

Retail industry knowledge

CRM software

Remote collaboration

Communication

Time management

Education

Bachelor's degree in Business/Marketing/Communications

Tools

Salesforce

HubSpot

Slack

Zoom

Asana

Job description

About the Role

Our client is revolutionizing the retail landscape and is seeking a dedicated and proactive Customer Success Specialist to join their fully remote team. Based in Tembisa, Gauteng , this role is crucial in ensuring our clients receive exceptional support and achieve maximum value from our innovative retail solutions. You will be the primary point of contact for a portfolio of retail businesses, guiding them through onboarding, providing ongoing assistance, and fostering strong, long-term relationships. This is a fantastic opportunity to work from the comfort of your own home, contributing to a company that is at the forefront of retail technology. The successful candidate will be passionate about customer advocacy, possess excellent communication skills, and have a deep understanding of the retail industry's challenges and opportunities. We are committed to building a diverse and inclusive remote workforce, offering a supportive environment where every team member can thrive.

Key Responsibilities

• Manage a portfolio of retail clients, acting as their trusted advisor and primary point of contact.
• Onboard new clients, ensuring a smooth and successful integration of our retail platforms.
• Proactively engage with clients to understand their needs, challenges, and goals.
• Provide timely and effective support through various communication channels (email, phone, chat).
• Conduct regular check-ins and business reviews to ensure client satisfaction and identify upselling opportunities.
• Educate clients on new features and best practices to maximize their use of our solutions.
• Monitor client health and identify at-risk accounts, developing and executing retention strategies.
• Collaborate with sales, product, and technical support teams to resolve client issues.
• Gather client feedback and advocate for client needs internally to drive product improvements.
• Contribute to the development of customer success resources, such as FAQs, tutorials, and knowledge base articles.

Requirements

• Proven experience in customer success, account management, or a similar client-facing role, preferably within the retail or SaaS industry.
• Excellent understanding of the retail sector and its operational needs.
• Strong communication, interpersonal, and presentation skills, with the ability to build rapport with clients.
• Proficiency in using CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Demonstrated ability to manage multiple client accounts simultaneously and prioritize effectively.
• A proactive and problem-solving mindset with a passion for helping customers succeed.
• Ability to work independently and as part of a remote team, demonstrating strong self-discipline and time management skills.
• Experience with remote collaboration tools (e.g., Slack, Zoom, Asana).
• Bachelor's degree in Business, Marketing, Communications, or a related field is preferred.
• A genuine enthusiasm for technology and its application in the retail industry.

Benefits

• Fully remote work arrangement, offering flexibility and work-life balance.
• Competitive salary package.
• Performance-based incentives and bonuses.
• Opportunities for professional growth and skill development in a rapidly expanding tech company.
• Comprehensive health insurance coverage.
• Generous paid time off and public holiday allocation.
• Access to online learning resources and training programs.
• A collaborative and supportive virtual team culture.
• Allowance for home office setup.
• Chance to be part of a company shaping the future of retail.