Senior Customer Success Manager - Sandton

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

Benefits offered by this job

Stock options

Fully remote role

Health, dental, and vision insurance

Professional development budget

Unlimited paid time off

Job summary

Placements24 client, a rapidly growing SaaS company, seeks an experienced Senior Customer Success Manager for a fully remote role in South Africa. You will nurture and grow high‑value customer relationships, guiding onboarding, proactive adoption, retention and expansion to maximize value from the platform.

Collaborate with Sales, Product and Support across time zones, mentor junior CS managers, and contribute to scalable customer success playbooks.

Qualifications

• Extensive experience in Customer Success or Account Management for SaaS.
• Proven ability to manage enterprise-level clients and growth.
• Strong communication, presentation, and negotiation skills.

Responsibilities

• Own a portfolio of key enterprise accounts and act as senior advocate.
• Lead onboarding, adoption, and expansion to maximize value.
• Develop strategies to drive retention and reduce churn.
• Proactively address issues and conduct regular business reviews.
• Collaborate with Sales, Product, and Support for a seamless experience.
• Mentor junior CS managers and contribute to playbooks.

Skills

Customer success management

Account management

Enterprise client management

Communication & negotiation

Remote work / self-management

Education

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

Tools

Salesforce

Gainsight

Job description

About the Role

Our client, a rapidly expanding SaaS company, is seeking an experienced and strategic Senior Customer Success Manager to join their entirely remote team. This role is paramount in nurturing and growing long-term relationships with our client's high-value customers, ensuring they achieve maximum value from our innovative platform. You will be responsible for customer onboarding, adoption, retention, and expansion. The ideal candidate possesses exceptional relationship-building skills, a deep understanding of customer success principles, and a proactive, solutions-oriented approach. As a fully remote role, you will collaborate with clients and internal teams across different time zones, contributing to our client's global reach. We are looking for a leader who can drive customer advocacy, identify upsell opportunities, and contribute to a culture of unparalleled customer satisfaction. This position offers a significant opportunity for professional growth within a thriving tech company, supporting clients nationwide from a remote setting.

Key Responsibilities

• Manage a portfolio of key customer accounts, acting as their primary advocate and strategic advisor.
• Oversee customer onboarding, ensuring successful implementation and adoption of the platform.
• Develop and execute strategies to drive customer retention and reduce churn.
• Proactively identify and address potential customer issues before they arise.
• Conduct regular business reviews with customers to assess value and identify opportunities for growth.
• Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience.
• Gather customer feedback and translate it into actionable insights for product development.
• Mentor and guide junior Customer Success Managers.
• Contribute to the development of customer success best practices and playbooks.

Requirements

• Extensive experience in Customer Success, Account Management, or a similar client-facing role, preferably in SaaS.
• Proven ability to build and maintain strong, long-term relationships with enterprise-level clients.
• Demonstrated success in driving customer adoption, retention, and expansion.
• Excellent communication, presentation, and negotiation skills.
• Strong understanding of customer success metrics and strategies.
• Ability to work independently and manage multiple priorities in a remote environment.
• Proficiency with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Bachelor's degree in Business, Marketing, or a related field is preferred.
• Experience in mentoring or leading a team is a significant advantage.

Benefits

• Highly competitive salary and stock options.
• Fully remote work arrangement, offering maximum flexibility.
• Comprehensive health, dental, and vision insurance.
• Generous professional development budget.
• Opportunity to shape customer success strategies in a growing company.
• Work with a talented and driven global team.
• Unlimited paid time off policy.