Senior Account Manager - South Africa

The Folklore; Gauteng; Remote; ZAR 512 000 - 855 000; Full time

Job summary

A technology platform company in South Africa seeks a detail-oriented Member Success Manager to support brands in onboarding and utilizing the platform. Responsibilities include managing customer support, hosting onboarding calls, and upselling subscription tiers. The ideal candidate will have 5+ years in B2B customer success and excellent communication skills. This is a full-time remote role with career advancement opportunities.

Benefits

Work remotely

Career advancement opportunities

Qualifications

• Minimum of 5+ years full-time B2B customer success/account management experience.
• Native or Full Professional Proficiency of English.
• Strong time management skills; motivated and efficient.

Responsibilities

• Manage Customer Support Inbox and respond to inquiries.
• Open & Close Tickets and keep brands updated.
• Host Onboarding Calls to educate brands on the platform.

Skills

Customer success

Account management

Communication skills

Time management

Problem-solving

Job description

The Folklore is a technology platform that empowers brands to launch products across multiple marketplaces, social media, and search engines in seconds, ship anywhere affordably, and sell more with stronger photos and content.

We primarily serve brands in emerging markets—Africa, LATAM, and Asia—as well as emerging brands in the U.S. and Europe.

The Folklore is a Techstars (Techstars Seattle 21') and venture capital-backed company that has been featured by Vogue, Forbes, Fast Company, Inc., Bloomberg, and Entrepreneur.

The company has worked with top companies including Nordstrom, Farfetch, Shopbop, and Revolve.

Overview

The Folklore is seeking a detail-oriented, highly organized Member Success Manager to support our members in onboarding and succeeding with The Folklore.

In this fast-paced, cross-functional role, you'll manage onboarding, customer support, and account management to ensure brands have a seamless experience utilizing our platform and accessing our resources to further their business goals.

This is a remote, contract role ideal for someone who thrives in customer support and operational roles and is excited about empowering diverse and international brands to reach new markets.

Core Responsibilities

• Manage Customer Support Inbox: review and respond to incoming platform and tech inquiries from brands via email and WhatsApp within SLA.
• Open & Close Tickets: log brand inbound inquiries as tickets, work cross-functionally to close all tickets within SLA, and keep brands updated on the status of the resolution.
• Host Troubleshooting Calls: quick calls with users to solve platform and tech issues.
• Host Onboarding Calls with brands to show them how the platform works and understand their goals.
• Upsell brands on lower subscription tiers to upgrade to higher priced plans and utilize features or add‑ons that will increase revenue.
• Monthly Account Management: send standard and custom monthly emails for the first 30‑day check‑in, monthly touchpoint, and quarterly check‑in calls.
• Quarterly Check‑In Calls: host quarterly check‑in calls with brands to assess progress and suggest new ways to utilize the system.
• Account Health Checks: review brand activity and evaluate product usage to provide feedback for better value and improved sales chances.
• Churn Risk Flag & Prevention: consistently track brands with low platform engagement as high risk and work according to churn strategy to bring them back.
• Engage WhatsApp Community: daily communication in WhatsApp speaking community to get brands talking and share helpful information.

Who You Are

• A strong leader that acts, works well independently, and adapts when necessary.
• Excellent communication skills with a continuous learning mindset and bias for action.
• Extremely well organized with a high attention to detail.
• Work well under pressure and can manage multiple priorities.
• A collaborative team player with a passion for cross‑functional alignment.
• A creative problem‑solver who excels at identifying simple solutions to complex problems.
• Relentlessly resourceful, able to execute tasks with limited information and ambiguity.
• Highly adaptable to a fast‑paced startup environment requiring quick decision‑making.
• Highly accurate and organized, with the ability to quickly learn new software.

Must Have

• Minimum of 5+ years full time B2B customer success / account management experience.
• Minimum of 2 years interfacing with SMB clients at technology solutions or subscription‑based company.
• Native or Full Professional Proficiency of English.
• 2-3 years of startup or small business experience.
• Strong time management skills; motivated and efficient.
• Excellent written and oral communication skills.

Your Life and Career at The Folklore

• Work remotely.
• Be part of a world‑class startup team.
• Think and act like an owner‑operator.
• Potential for rewarding career advancement opportunities.

Seniority level: Mid‑Senior level.

Employment type: Full‑time.

Job function: Sales and Business Development.