Remote Senior Customer Success Manager

Placements24; Stellenbosch; Remote; ZAR 600,000 - 1,200,000; Full time

Job summary

Placements24 is seeking a highly capable Remote Senior Customer Success Manager to drive value for our clients.

You will manage a portfolio of SaaS clients, ensure adoption, monitor health, conduct QBRs, and advocate for client needs across internal teams, all within a flexible remote setup.

Qualifications

• Minimum of 5 years of experience in Customer Success.
• Experience in SaaS environments.
• Strong communication and problem-solving skills.

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.

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,