Senior Customer Success Manager

Placements24; Cape Town; Hybrid; ZAR 700,000 - 1,100,000; Full time

Benefits offered by this job

Hybrid work model

Health benefits

Career development

Paid time off

Generous PTO

Job summary

Placements24 is seeking a Senior Customer Success Manager in Cape Town to lead relationships with enterprise clients and drive adoption of our SaaS platform.

You will guide clients to achieve business outcomes, conduct business reviews, and collaborate with sales, product and support teams to maximize retention and expansion.

Qualifications

• Bachelor's degree in business, marketing or a related field.
• 5+ years of experience in Customer Success, Account Management or similar.
• Strong relationships with enterprise-level clients and partnerships.
• Excellent communication, presentation, and negotiation skills.
• Experience with CRM and CS platforms (Salesforce, Gainsight).

Responsibilities

• Develop and maintain long-term relationships with a portfolio of enterprise clients.
• Understand client goals and identify opportunities to achieve success using our platform.
• Drive product adoption, usage, and overall customer satisfaction.
• Conduct regular business reviews and provide strategic recommendations.
• Act as primary contact for clients and ensure timely issue resolution.
• Monitor health metrics and mitigate churn risk.
• Collaborate with sales, product and support teams for a seamless experience.
• Gather feedback to inform product development and service improvements.
• Onboard new clients ensuring smooth transition and early success.

Skills

Enterprise client mgmt

Communication skills

Analytical thinking

Negotiation skills

SaaS experience

Education

Bachelor's degree in Business/Marketing/related

Tools

Salesforce

Gainsight

Job description

About the Role

Our client, a rapidly growing SaaS company, is looking for an experienced and driven Senior Customer Success Manager to join their team in Cape Town, Western Cape, ZA . This role is integral to ensuring our clients maximize the value they receive from our platform. You will build strong relationships with key stakeholders, understand their business objectives, and proactively guide them towards achieving success. The ideal candidate will have a proven track record in customer relationship management, a deep understanding of the SaaS landscape, and excellent strategic thinking skills. You will act as a trusted advisor, providing insights and best practices to drive adoption, retention, and expansion. This is a fantastic opportunity to make a significant impact on customer loyalty and company growth in a vibrant market. We are committed to fostering long-term partnerships with our clients, and your role will be central to this mission. Join a team that values collaboration, innovation, and customer-centricity, making a real difference in the success of our clients.

Key Responsibilities

• Develop and maintain strong, long-term relationships with a portfolio of enterprise clients.


• Understand client business goals and proactively identify opportunities to help them achieve success using our platform.


• Drive product adoption, usage, and overall customer satisfaction.


• Conduct regular business reviews with clients to assess progress, provide strategic recommendations, and identify upsell/cross-sell opportunities.


• Act as the primary point of contact for clients, addressing concerns and ensuring timely resolution of issues.


• Monitor client health metrics and proactively intervene to mitigate churn risk.


• Collaborate with sales, product, and support teams to ensure a seamless customer experience.


• Gather customer feedback and insights to inform product development and service improvements.


• Onboard new clients, ensuring a smooth transition and early success.


• Develop and share best practices and success stories with the broader client base.

Requirements

• Bachelor's degree in Business, Marketing, or a related field.


• Minimum 5+ years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in SaaS.


• Proven ability to build and maintain strong relationships with enterprise-level clients.


• Deep understanding of customer success principles and strategies.


• Excellent communication, presentation, and negotiation skills.


• Strong analytical and problem-solving abilities with a strategic mindset.


• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).


• Ability to work effectively in a Cape Town, Western Cape, ZA based hybrid environment.


• Demonstrated ability to manage multiple priorities and thrive in a fast-paced setting.


• Passion for helping customers succeed and drive business value.

Benefits

• Competitive salary and performance-based incentives.


• Opportunity to work with a leading SaaS product in a high-growth market.


• Hybrid work model offering a balance between office collaboration and remote flexibility in Cape Town, Western Cape, ZA .


• Comprehensive health and wellness benefits.


• Professional development opportunities and career advancement paths.


• A dynamic, supportive, and customer-focused company culture.


• Generous paid time off.


• Be part of a team shaping the future of client engagement.