Senior Customer Success Manager

Placements24; George; On-site; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Medical insurance

Dental insurance

Vision insurance

Paid time off

Professional development

Retirement plan

Wellness programs

Job summary

Placements24 in George, Western Cape, is seeking a Senior Customer Success Manager to build lasting relationships with key customers and ensure they derive maximum value from our products and services. You will act as a trusted advisor, guiding customers through their journey and aligning solutions to their objectives.

Responsibilities include managing a portfolio of high-value accounts, conducting regular business reviews, onboarding new clients, driving adoption and retention, and identifying

Qualifications

• Minimum of 5 years in Customer Success, Account Management, or a related client-facing role.
• Proven ability to manage a portfolio of high-value clients and drive retention.
• Excellent communication, interpersonal, and presentation skills.
• Strong understanding of customer lifecycle management and success metrics.
• Experience in identifying and closing upsell/cross-sell opportunities.

Responsibilities

• Develop and execute strategies to ensure customer satisfaction, adoption, and retention for a portfolio of key accounts.
• Serve as the primary point of contact for clients, fostering relationships and understanding evolving business needs.
• Conduct regular business reviews with clients to assess progress and align with goals.
• Proactively identify and address churn risks and implement retention strategies.
• Collaborate with sales and product teams to ensure a seamless customer experience from onboarding through renewal.
• Drive upsell and cross-sell opportunities by understanding customer needs and value.
• Gather customer feedback and relay insights to inform product development and service improvements.
• Onboard new clients effectively to set them up for success from day one.
• Mentor junior customer success team members and promote best practices.

Skills

Customer success

Account management

Relationship building

Communication

Data analysis

SaaS/tech knowledge

Job description

About the Role

Our client is looking for a highly motivated and results-oriented Senior Customer Success Manager to join their dynamic team based in George, Western Cape . This pivotal role focuses on building and maintaining strong, long-lasting relationships with our client's key customers, ensuring they derive maximum value from our products and services. You will act as a trusted advisor, understanding customer goals and aligning our solutions to meet those objectives. The ideal candidate will possess a deep understanding of customer lifecycle management, exceptional communication skills, and a proactive approach to client engagement. This is a critical position that directly impacts customer retention and growth, offering significant opportunities for professional development within a leading industry player. We pride ourselves on a collaborative and innovative work environment that encourages professional growth.

Key Responsibilities

• Develop and execute strategies to ensure customer satisfaction, adoption, and retention for a portfolio of key accounts.
• Serve as the primary point of contact for clients, fostering strong relationships and understanding their evolving business needs.
• Conduct regular business reviews with clients to assess progress, identify opportunities, and ensure alignment with their goals.
• Proactively identify and address potential customer churn risks, implementing retention strategies.
• Collaborate with sales and product teams to ensure a seamless customer experience from onboarding through renewal.
• Drive upsell and cross-sell opportunities by understanding customer needs and showcasing additional value.
• Gather customer feedback and insights, relaying them to internal teams to inform product development and service improvements.
• Onboard new clients effectively, ensuring they are set up for success from day one.
• Mentor and guide junior customer success team members, sharing best practices and fostering a collaborative spirit.

Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role.
• Demonstrated success in managing a portfolio of high-value clients and driving customer retention.
• Excellent communication, interpersonal, and presentation skills.
• Strong understanding of customer lifecycle management and success metrics.
• Proven ability to build and maintain strong client relationships.
• Experience in identifying and closing upsell/cross-sell opportunities.
• Ability to analyze data and translate insights into actionable strategies.
• A proactive, problem-solving mindset and a passion for delivering exceptional customer experiences.
• Experience in the SaaS or technology sector is highly preferred.

Benefits

• Competitive annual salary and performance bonuses.
• Comprehensive medical, dental, and vision insurance plans.
• Generous paid time off and public holiday leave.
• Opportunities for professional development and ongoing training.
• A vibrant and supportive work culture in George, Western Cape .
• Retirement savings plan with company contribution.
• Employee wellness programs.