Senior Customer Success Manager (Klerksdorp)

Placements24; Klerksdorp; Hybrid; ZAR 600.000 - 900.000; Vollzeit

Benefits dieser Stelle

Remote-first

Performance-based bonuses

Career development access

Conference participation

Zusammenfassung

Placements24 is seeking a Senior Customer Success Manager for a remote-first role serving clients across South Africa. You will act as a strategic advisor, owning the client relationship lifecycle from onboarding to renewal, and driving adoption of our SaaS solutions.

The ideal candidate has 5+ years in customer success or related roles, with proven revenue retention and expansion capabilities. You will collaborate with Sales, Product, and Engineering to advocate for client needs, monitor health

Qualifikationen

• 5+ years of experience in Customer Success, Account Management, or similar.
• Proven ability to manage a book of business with revenue retention/growth.
• Exceptional communication, presentation, and interpersonal skills.
• Deep understanding of SaaS business models and CS best practices.
• Experience with CRM/CS platforms (Salesforce, Gainsight, ChurnZero).
• Strategic thinker who translates client needs into actionable plans.
• Self-driven, proactive, and able to work remotely.
• Bachelor’s degree in Business/Marketing or equivalent experience.

Aufgaben

• Develop and maintain strong, long-lasting relationships with a portfolio of high-value clients.
• Proactively manage the entire customer lifecycle from onboarding to renewal and advocacy.
• Drive product adoption and maximize value realization for clients.
• Conduct regular business reviews to assess health, risks, and expansion opportunities.
• Serve as primary client contact, addressing needs and concerns effectively.
• Collaborate with Sales, Product and Engineering to advocate for clients.
• Monitor CS metrics and develop improvement strategies.
• Onboard new clients and ensure smooth transitions to the platform.
• Identify and nurture client advocates for case studies and referrals.
• Provide strategic guidance and best practices to help clients achieve business objectives.

Kenntnisse

Relationship building

Communication

Strategic thinking

Remote work

Self-motivation

Ausbildung

Bachelor's degree in Business/Marketing

Tools

Salesforce

Gainsight

ChurnZero

Jobbeschreibung

About the Role

Our client, a leading SaaS provider, is seeking a highly experienced and motivated Senior Customer Success Manager to join their fully remote team. While the operational hub and many clients are based in the North West province, including areas like Klerksdorp , this role is designed for a remote-first individual. You will be responsible for ensuring our clients achieve their desired outcomes while using our products, acting as a strategic advisor and advocate. This involves building strong relationships, driving adoption, identifying expansion opportunities, and ultimately reducing churn. The ideal candidate will have a proven track record in customer success, excellent communication skills, and a deep understanding of SaaS business models. This is a premier opportunity to lead customer engagement strategies from anywhere, contributing to the success of clients across various industries.

Key Responsibilities

• Develop and maintain strong, long-lasting relationships with a portfolio of high-value clients.
• Proactively manage the entire customer lifecycle, from onboarding to renewal and advocacy.
• Drive product adoption and ensure clients are maximizing the value of our solutions.
• Conduct regular business reviews to assess client health, identify potential risks, and uncover expansion opportunities.
• Serve as the primary point of contact for clients, addressing their needs and concerns effectively.
• Collaborate with Sales, Product, and Engineering teams to advocate for client needs and improve the overall customer experience.
• Monitor key customer success metrics and develop strategies to improve them.
• Onboard new clients, ensuring a smooth and successful transition to our platform.
• Identify and nurture customer advocates for case studies, testimonials, and referrals.
• Provide strategic guidance and best practices to clients to help them achieve their business objectives.

Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably within the SaaS industry.
• Proven ability to manage a book of business and drive significant revenue retention and growth.
• Exceptional communication, presentation, and interpersonal skills.
• Strong understanding of SaaS products, business models, and customer success best practices.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, ChurnZero).
• Ability to think strategically and translate client needs into actionable plans.
• Self-motivated, proactive, and able to work independently in a remote environment.
• Bachelor's degree in Business, Marketing, or a related field, or equivalent practical experience.
• Demonstrated ability to build rapport and trust with clients at various levels of an organization.
• Experience working with clients in regions relevant to South Africa , such as the North West province, is beneficial.

Benefits

Our client offers a highly competitive salary, performance-based bonuses, and a comprehensive benefits package, including medical aid and retirement savings. As a fully remote position, you gain unparalleled flexibility. We invest heavily in employee development, offering access to industry conferences, training programs, and opportunities for career advancement within a rapidly growing company. You'll work with a passionate and collaborative global team, using state-of-the-apart tools. Join us and shape the future of customer success from the comfort of your home, with the convenience of a connection to our operational focus areas like Klerksdorp .