Senior Customer Success Manager - Sandton Metro

Placements24; Sandton; Hybrid; ZAR 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid work in Sandton

Medical insurance

Stock options

Professional development

Retirement benefits

Job summary

Placements24 is recruiting a Senior Customer Success Manager for our Sandton, Gauteng office. This hybrid role focuses on leading strategic client relationships, driving product adoption, and ensuring sustained value realization for high-value accounts.

The ideal candidate has 5+ years in customer success or account management within SaaS, strong leadership, and excellent communication skills. You will collaborate across Sales, Product, and Support to deliver exceptional client experiences.

Qualifications

• Minimum of 5 years of experience in Customer Success, Account Management, or related client-facing role, preferably within SaaS.
• Proven track record in managing complex client portfolios and driving renewals and upsells.
• Strong understanding of customer success principles and SaaS methodologies.

Responsibilities

• Develop and maintain strategic relationships with a portfolio of high-value clients.
• Drive customer adoption, retention, and expansion by aligning objectives with solutions.
• Conduct regular business reviews (QBRs) to assess progress and showcase value.
• Proactively identify at-risk accounts and develop retention strategies.
• Collaborate with Sales, Product, and Support for a seamless customer experience.
• Onboard new clients with comprehensive training and support.
• Gather customer feedback to inform product development and service enhancements.
• Represent the company at industry events and client meetings, in-person and virtual.
• Mentor junior CS team members and contribute to best practices.

Skills

Account management

Customer success

Leadership

Communication

Strategic thinking

Stakeholder 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 a highly experienced Senior Customer Success Manager to lead client relationships and drive product adoption for key accounts. Based in our prestigious **Sandton, Gauteng** office, this hybrid role demands a strategic thinker with a passion for ensuring client value realization. You will be responsible for nurturing long-term partnerships, proactively addressing client needs, and advocating for customer success internally. The ideal candidate will have a proven track record in account management, a deep understanding of SaaS business models, and exceptional communication and leadership skills. This is a senior position offering significant impact and career advancement opportunities within a leading tech firm in **Sandton**.

Key Responsibilities

• Develop and maintain strategic relationships with a portfolio of high-value clients.
• Drive customer adoption, retention, and expansion by understanding client business objectives and aligning them with our client's solutions.
• Conduct regular business reviews (QBRs) with clients to assess progress, identify challenges, and showcase value.
• Proactively identify at-risk accounts and develop mitigation strategies to ensure retention.
• Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer experience.
• Onboard new clients, providing comprehensive training and support to facilitate successful integration.
• Gather customer feedback to inform product development and service enhancements.
• Represent the company at industry events and client meetings, both in-person and virtually.
• Mentor junior Customer Success team members and contribute to team best practices.

Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role, preferably within SaaS.
• Demonstrated success in managing complex client portfolios and driving significant renewals and upsells.
• Strong understanding of customer success principles and SaaS methodologies.
• Exceptional communication, presentation, and interpersonal skills.
• Proven ability to build rapport and influence stakeholders at all levels.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Strategic thinking and proactive problem-solving capabilities.
• Bachelor's degree in Business, Marketing, or a related field.
• Ability to work effectively in a hybrid model, balancing remote and in-office responsibilities in Sandton consistently.

Benefits

Our client offers a highly competitive salary with significant bonus potential, comprehensive medical and retirement benefits, and stock options. This hybrid role provides flexibility alongside opportunities for face-to-face collaboration at our modern Sandton office. Employees benefit from extensive professional development programs, a clear career path, and a dynamic, innovative work culture. Join a leader in the tech industry and shape the future of customer success.