Senior Customer Success Manager (Remote)

Placements24; Stellenbosch; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Fully remote work

Flexible hours

Health, dental, and vision insurance

Career advancement opportunities

Stock options or performance-basedBonu

Job summary

Placements24, a leading SaaS provider, is seeking a Senior Customer Success Manager to nurture and expand a portfolio of enterprise clients. This fully remote role offers the flexibility to work from anywhere in South Africa, with a focus on driving adoption, retention and growth across a global team.

You will act as a trusted advisor, leveraging your deep understanding of customer lifecycle management and success metrics to ensure high retention and satisfaction.

Qualifications

• Minimum 5 years in Customer Success or related SaaS roles.
• Proven ability to manage enterprise client relationships and drive retention.
• Excellent communication, presentation and interpersonal skills.
• Experience with CRM and Customer Success platforms (Salesforce, Gainsight).
• Ability to influence key stakeholders within client organizations and work independently in a remote environment.
• Bachelor's degree in Business, Marketing, or a related field.
• Proven track record of meeting or exceeding retention and growth targets.

Responsibilities

• Manage a portfolio of enterprise clients, building strong, long-term relationships.
• Develop and execute strategic account plans to drive adoption, retention, and expansion.
• Conduct regular business reviews with clients to assess goals and demonstrate value.
• Act as the primary point of contact for clients, addressing needs and concerns proactively.
• Monitor customer health metrics and identify at-risk accounts, developing mitigation strategies.
• Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience.
• Identify upsell and cross-sell opportunities to deepen client engagement and revenue.
• Advocate for customer needs internally, providing feedback to Product and Engineering teams.
• Drive customer advocacy through case studies, testimonials, and referrals.
• Onboard new clients and ensure successful implementation and initial value realization.

Skills

Customer lifecycle

Retention strategy

Communication skills

Stakeholder management

Strategic thinking

Remote work

Education

Bachelor's degree in Business/Marketing

Tools

Salesforce

Gainsight

Job description

About the Role

Our client, a leading SaaS provider, is seeking an experienced and strategic Senior Customer Success Manager to join their fully remote global team. In this pivotal role, you will be responsible for nurturing and expanding relationships with a portfolio of key clients, ensuring they derive maximum value from our client's products and services. You will act as a trusted advisor, proactively addressing client needs, driving adoption, and identifying opportunities for growth. The ideal candidate possesses a deep understanding of customer lifecycle management, exceptional communication skills, and a proven track record of achieving high customer retention and satisfaction rates. This position is entirely remote, offering the flexibility to work from anywhere in South Africa , making it an ideal opportunity for seasoned professionals looking to excel in a customer-centric environment from the heart of the Western Cape .

Key Responsibilities

• Manage a portfolio of enterprise clients, building strong, long-term relationships.
• Develop and execute strategic account plans to drive customer adoption, retention, and expansion.
• Conduct regular business reviews with clients to assess their goals and demonstrate value.
• Act as the primary point of contact for clients, addressing their needs and concerns proactively.
• Monitor customer health metrics and identify at-risk accounts, developing mitigation strategies.
• Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience.
• Identify upsell and cross-sell opportunities to deepen client engagement and revenue.
• Advocate for customer needs internally, providing feedback to Product and Engineering teams.
• Drive customer advocacy through case studies, testimonials, and referrals.
• Onboard new clients and ensure successful implementation and initial value realization.

Requirements

• Minimum 5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably within SaaS.
• Proven ability to manage complex enterprise client relationships and drive retention.
• Excellent communication, presentation, and interpersonal skills.
• Strong understanding of customer lifecycle management and success metrics.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Demonstrated ability to identify and influence key stakeholders within client organizations.
• Strategic thinking and problem-solving capabilities.
• Self-starter with the ability to work independently in a remote environment.
• Bachelor's degree in Business, Marketing, or a related field.
• Proven track record of meeting or exceeding targets for retention and growth.

Benefits

• Highly competitive salary package.
• Fully remote work arrangement with flexible hours.
• Significant opportunities for career advancement within a growing company.
• Comprehensive health, dental, and vision insurance.
• Generous vacation and paid time off policy.
• Access to professional development resources and training.
• Stock options or performance-based bonuses.