Strategic Remote Customer Success Architect

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

Benefits offered by this job

Remote work

Performance bonuses

Health & Wellness benefits

Professional development budget

Generous PTO

Job summary

Placements24 is seeking a seasoned Remote Customer Success Manager to manage a portfolio of SaaS clients, acting as their trusted advisor and primary contact. You will craft tailored success plans, conduct regular reviews, monitor health metrics, and drive adoption and retention from a remote setting.

You will identify upsell opportunities, collaborate with Sales, Product, and Support, and onboard new clients to ensure rapid time-to-value.

Qualifications

• 5+ years in Customer Success, Account Management, or similar client-facing role in SaaS.
• Exceptional communication, presentation, and interpersonal skills for remote collaboration.
• Proven track record in driving retention and growth with clients.
• Experience with CRM and CS platforms (Salesforce, Gainsight, ChurnZero).

Responsibilities

• Manage a portfolio of clients as their primary contact and trusted advisor.
• Develop and execute tailored success plans to meet client goals.
• Conduct regular check-ins and business reviews to ensure satisfaction and identify issues.
• Monitor client health metrics and address churn risks proactively.
• Educate clients on features, best practices, and new releases to drive adoption.
• Identify and pursue upsell and cross-sell opportunities.
• Collaborate with Sales, Product, and Support for a cohesive experience.
• Gather client feedback to inform product and service improvements.
• Onboard new clients effectively for quick time-to-value.
• Advocate internally for customer needs and challenges.

Skills

Client Relationships

Communication Skills

Data Analysis

CRM Systems

Remote Work

SaaS Knowledge

Education

Bachelor's degree

Tools

Salesforce

Gainsight

ChurnZero

Job description

Placements24 is seeking a seasoned Remote Customer Success Manager to manage a portfolio of SaaS clients, acting as their trusted advisor and primary contact. You will craft tailored success plans, conduct regular reviews, monitor health metrics, and drive adoption and retention from a remote setting.

You will identify upsell opportunities, collaborate with Sales, Product, and Support, and onboard new clients to ensure rapid time-to-value.