Senior Customer Success Manager

Placements24; Johannesburg; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Medical aid

Generous leave policy

Hybrid work model

Professional development

Career growth opportunities

Job summary

Placements24 in Johannesburg is seeking a Senior Customer Success Manager to build strong relationships with high-value clients, drive adoption of our SaaS, monitor health signals, and conduct reviews to demonstrate value and reduce churn.

In a hybrid work environment, you will partner with sales, product and support to uncover upsell opportunities and ensure client success. The role offers a competitive package, medical aid, generous leave, and ongoing professional development.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role, preferably within the SaaS industry.
• Proven track record of building and maintaining strong client relationships and driving high retention rates.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and a proactive approach to client management.
• Ability to understand complex product offerings and articulate their value proposition to clients.
• Experience with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero).
• A strategic mindset with the ability to identify business opportunities within existing accounts.
• Self-motivated, organized, and able to manage multiple priorities effectively.
• A genuine passion for customer advocacy and helping clients achieve their goals.

Responsibilities

• Develop and nurture strong, long-term relationships with a portfolio of high-value clients.
• Act as the primary point of contact for clients, understanding their business objectives and challenges.
• Onboard new clients, ensuring a smooth transition and timely activation of services.
• Proactively monitor client health, identifying risks and implementing mitigation strategies to prevent churn.
• Conduct regular business reviews with clients to demonstrate value, discuss performance, and align on future goals.
• Educate clients on new product features and best practices to drive adoption and deeper utilization.
• Identify and pursue opportunities for account expansion, upselling, and cross-selling.
• Collaborate with internal teams, including sales, product, and support, to ensure a seamless client experience.
• Gather client feedback and advocate for client needs within the organization to influence product development and service improvements.
• Contribute to the development of customer success best practices and resources.

Skills

Client communication

Relationship management

Strategic mindset

Presentation skills

Problem-solving

Education

Bachelor's degree in Business Administration, Marketing, Communications, or related field

Tools

Salesforce

Gainsight

ChurnZero

Job description

About the Role

Our client, a rapidly expanding SaaS company, is seeking a proactive and experienced Senior Customer Success Manager to join their dynamic team in Johannesburg, Gauteng, ZA . This vital role focuses on building and maintaining strong relationships with key clients, ensuring they achieve maximum value from our products and services. You will act as a trusted advisor, understanding client needs, providing strategic guidance, and driving adoption and retention. The ideal candidate possesses exceptional communication skills, a deep understanding of customer success principles, and a passion for helping clients succeed. You will be instrumental in reducing churn, identifying upsell opportunities, and contributing to the overall growth and reputation of the company. This is an opportunity to make a tangible impact on client satisfaction and business outcomes.

Key Responsibilities

• Develop and nurture strong, long-term relationships with a portfolio of high-value clients.
• Act as the primary point of contact for clients, understanding their business objectives and challenges.
• Onboard new clients, ensuring a smooth transition and timely activation of services.
• Proactively monitor client health, identifying risks and implementing mitigation strategies to prevent churn.
• Conduct regular business reviews with clients to demonstrate value, discuss performance, and align on future goals.
• Educate clients on new product features and best practices to drive adoption and deeper utilization.
• Identify and pursue opportunities for account expansion, upselling, and cross-selling.
• Collaborate with internal teams, including sales, product, and support, to ensure a seamless client experience.
• Gather client feedback and advocate for client needs within the organization to influence product development and service improvements.
• Contribute to the development of customer success best practices and resources.

Requirements

• A Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role, preferably within the SaaS industry.
• Proven track record of building and maintaining strong client relationships and driving high retention rates.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and a proactive approach to client management.
• Ability to understand complex product offerings and articulate their value proposition to clients.
• Experience with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero).
• A strategic mindset with the ability to identify business opportunities within existing accounts.
• Self-motivated, organized, and able to manage multiple priorities effectively.
• A genuine passion for customer advocacy and helping clients achieve their goals.

Benefits

Our client offers a competitive salary package and performance-based incentives. You will have the opportunity to work with a leading SaaS provider and make a significant impact on client relationships and business growth in Johannesburg, Gauteng, ZA . We provide comprehensive professional development opportunities, fostering career advancement. Enjoy a supportive and collaborative team environment with a flexible hybrid work model. Benefits include excellent medical aid, a generous leave policy, and opportunities for continuous learning and growth. Join our mission to deliver exceptional client experiences.