Senior Customer Success Advocate - Midrand

Placements24; Midrand; Hybrid; ZAR 450,000 - 700,000; Full time

Benefits offered by this job

Competitive salary package

Health insurance

Professional development

Team events

Generous annual leave

Bonuses

Certifications reimbursement

Hybrid work flexibility

Job summary

Placements24 in Midrand seeks a Senior Customer Success Advocate to nurture key client relationships, drive product adoption and reduce churn. You will serve as a trusted advisor, lead business reviews, and collaborate with Sales and Product to align solutions with client needs.

Hybrid in-office and remote work supports work-life balance. You bring 5+ years in SaaS customer success or related roles, exceptional communication, and a data-driven mindset to deliver measurable value for clients and

Qualifications

• Minimum of 5 years in Customer Success or related client-facing role in SaaS.
• Proven track record in retention and relationship management.
• Excellent communication, interpersonal and presentation skills.
• Ability to explain complex technical concepts to non-technical audiences.
• Eligible to work in South Africa and comfortable with a Hybrid work model in Midrand.

Responsibilities

• Develop and maintain deep relationships with a portfolio of key clients.
• Identify opportunities to improve client satisfaction and product adoption.
• Conduct regular business reviews to align solutions with client needs.
• Serve as main contact for escalations and ensure timely resolutions.
• Onboard new clients and guide setup and best practices.
• Educate clients on new features and services to drive value.
• Monitor client health scores and mitigate churn risk.
• Collaborate with Sales and Product to ensure a seamless journey.
• Aim to achieve and exceed retention and satisfaction targets.

Skills

Relationship management

Communication

Analytical thinking

Problem solving

Data-driven

Presentation skills

CRM experience

Education

Bachelor's degree

Tools

Salesforce

HubSpot

Microsoft Office

Job description

About the Role

Our client, a rapidly growing technology firm, is seeking a highly motivated and experienced Senior Customer Success Advocate to join their dynamic team in Midrand, Gauteng. This role is pivotal in ensuring our clients maximize the value derived from our innovative solutions. You will be instrumental in building and nurturing strong client relationships, acting as a trusted advisor and a primary point of contact. The ideal candidate possesses a deep understanding of customer needs and a proactive approach to problem-solving, contributing directly to client retention and growth. This is an exciting opportunity to make a significant impact within a forward-thinking organization that values client satisfaction above all else. If you are passionate about customer advocacy and thrive in a collaborative environment.

This position offers a blend of in-office collaboration and remote flexibility, making it ideal for professionals seeking work-life balance in the vibrant economic hub of Gauteng.

Key Responsibilities

• Develop and maintain deep, long-lasting relationships with a portfolio of key clients.
• Proactively identify opportunities to enhance client satisfaction and product adoption.
• Conduct regular business reviews with clients to assess their needs and align our solutions accordingly.
• Serve as the main point of contact for escalations, ensuring timely and effective resolution of issues.
• Onboard new clients, guiding them through initial setup and best practices.
• Educate clients on new features, updates, and services to drive continuous value.
• Gather client feedback to inform product development and service improvements.
• Monitor client health scores and implement strategies to mitigate churn risk.
• Collaborate with Sales and Product teams to ensure a seamless customer journey.
• Achieve and exceed customer retention and satisfaction targets.

Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably within the SaaS industry.
• Proven track record of successfully managing client relationships and driving retention.
• Exceptional communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving abilities, with a data-driven approach.
• Ability to understand complex technical concepts and explain them clearly to non-technical audiences.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Proficiency in Microsoft Office Suite or equivalent.
• A proactive and empathetic attitude towards client needs.
• Bachelor's degree in Business, Marketing, Communications, or a related field is preferred.
• Must be eligible to work in South Africa and comfortable with a Hybrid work model in Midrand.

Benefits

• Competitive salary package commensurate with experience.
• Comprehensive health insurance benefits.
• Opportunities for professional development and career advancement.
• A positive and supportive work environment.
• Access to cutting-edge technology and training.
• Company-sponsored social events and team-building activities.
• Generous annual leave allowance.
• Potential for performance-based bonuses.
• Reimbursement for relevant professional certifications.
• A chance to be part of a growing company with a strong client-centric culture.