Remote Senior Customer Success Manager

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

Job summary

Placements24 is seeking a seasoned Senior Customer Success Manager to lead post-sale engagement for a diverse client portfolio, working fully remotely. You will drive adoption, ensure client outcomes, and build trusted advisor relationships to reduce churn and increase retention.

The role requires strong communication, a proactive mindset, and familiarity with CS platforms to translate product value into business outcomes. This is a remote opportunity with flexible collaboration across teams.

Qualifications

• Minimum 5 years in Customer Success, Account Management, or related client-facing role in SaaS.
• Proven track record of managing complex client relationships and driving retention and growth.
• Excellent communication, presentation, and interpersonal skills for engaging clients at all levels.
• Strong understanding of customer success principles and methodologies.
• Ability to work independently, manage priorities, and thrive remotely.
• Proactive, solutions-oriented mindset with strong problem-solving abilities.
• Experience with CRM and CS platforms (Salesforce, Gainsight, ChurnZero).
• Bachelor's degree in Business, Marketing, or related field preferred.

Responsibilities

• Manage a portfolio of high-value clients and maintain long-term relationships.
• Understand clients' business objectives and map our solutions to success metrics.
• Drive product adoption and identify upsell/cross-sell opportunities.
• Monitor client health and engagement to address churn risks.
• Conduct regular business reviews to showcase value and gather feedback.
• Act as the primary client contact and escalate issues internally as needed.
• Educate clients on new features, best practices, and product updates.
• Collaborate with Sales, Product, and Support for a seamless client experience.
• Contribute to customer success playbooks and best practices.
• Gather client feedback to inform product development and service improvements.

Skills

Client relationships

Communication skills

SaaS experience

Account management

Problem solving

Education

Bachelor's degree in Business/Marketing or related field

Tools

Salesforce

Gainsight

ChurnZero

Job description

About the Role

Our client is seeking an experienced and results-driven Remote Senior Customer Success Manager to join their growing team. This position is fully remote, allowing you to excel from anywhere. You will be instrumental in ensuring our clients achieve their desired outcomes while using our products and services. This involves building strong relationships, understanding client needs, driving adoption, and ultimately fostering long-term loyalty and retention. The ideal candidate will have a deep understanding of SaaS environments, exceptional communication skills, and a proactive approach to problem-solving. You will act as a trusted advisor to our clients, advocating for their needs internally and ensuring they maximize the value they receive. This is a key role in our client's strategy to provide outstanding post-sale support and cultivate lasting partnerships, all within a flexible remote work structure.

Key Responsibilities

• Manage a portfolio of high-value clients, building and maintaining strong, long-term relationships.
• Develop a deep understanding of clients' business objectives and how our solutions can help them achieve success.
• Drive product adoption and usage across client accounts, identifying opportunities for upselling and cross-selling.
• Proactively monitor client health and engagement, intervening to address potential churn risks.
• Conduct regular business reviews (QBRs) with clients to showcase value, discuss progress, and gather feedback.
• Serve as the primary point of contact for clients, resolving issues and escalating them to relevant internal teams when necessary.
• Educate clients on new features, best practices, and product updates.
• Collaborate with Sales, Product, and Support teams to ensure a seamless client experience.
• Contribute to the development of customer success best practices and playbooks.
• Gather client feedback and insights to inform product development and service improvements.

Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role, preferable in SaaS.
• Proven track record of managing complex client relationships and driving retention and growth.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage clients at all levels.
• Strong understanding of customer success principles and methodologies.
• Ability to work independently, manage priorities, and thrive in a remote work environment.
• Proactive, solutions-oriented mindset with strong problem-solving abilities.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero).
• Bachelor's degree in Business, Marketing, or a related field is preferred.
• Demonstrated ability to understand technical products and translate their value to business outcomes.
• Passion for client advocacy and helping customers succeed.

Benefits

• This fully remote position offers a competitive salary, performance-based incentives, and excellent health benefits.
• Our client fosters a collaborative and supportive remote work culture, providing opportunities for professional development and career advancement.
• Enjoy the flexibility and autonomy of working from home while making a significant impact on client satisfaction and retention.
• Join a thriving company dedicated to customer success.