Virtual Retail Customer Success Manager

Placements24; Rustenburg; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Fully remote work

Professional growth opportunities

Training on products and services

Health and wellness support

Job summary

Placements24 is seeking a proactive Virtual Retail Customer Success Manager to join a fully remote operations team. You will manage a portfolio of retail clients, onboard new users, and guide them toward maximizing value from our platform.

Strong communication and retail knowledge are essential for building lasting client partnerships. This role offers a fully remote work setup with competitive incentives and opportunities for professional growth within a growing SaaS company.

Qualifications

• Experience in Customer Success or Account Management in retail/tech.
• Excellent remote communication and presentation skills.
• Knowledge of the retail industry and trends.
• Ability to build and maintain long-lasting client relationships.
• Experience with CRM software and customer success platforms.

Responsibilities

• Manage a portfolio of retail clients as their primary contact and trusted advisor.
• Onboard new clients ensuring smooth integration of services.
• Proactively engage with clients to understand goals and opportunities.
• Provide regular training and support on using the platform and maximizing value.

Skills

Customer Success

Account Management

Remote Work

CRM Software

Communication Skills

Education

Tertiary qualification

Tools

CRM platforms

Job description

About the Role

Our client is seeking a proactive and dedicated Virtual Retail Customer Success Manager to join their fully remote operations team. This role is pivotal in ensuring our retail clients receive exceptional support and achieve their business objectives when using our products and services. You will be responsible for building strong relationships with a portfolio of clients, understanding their unique needs, and proactively guiding them towards maximizing their success. This position demands excellent communication skills, a deep understanding of the retail landscape, and a commitment to delivering outstanding customer experiences from a remote setting. We are looking for an individual who thrives in a virtual environment and is passionate about fostering long-term client partnerships.

Key Responsibilities

• Manage a portfolio of retail clients, serving as their primary point of contact and trusted advisor.
• Onboard new clients, ensuring a smooth and effective integration of our services.
• Proactively engage with clients to understand their goals, challenges, and opportunities.
• Provide regular training and support to clients on utilizing our platform and maximizing its value.
• Monitor client health and engagement metrics, identifying at‑risk accounts and implementing retention strategies.
• Drive client adoption and usage of key features, encouraging deeper engagement.
• Conduct regular business reviews with clients to assess progress against their objectives.
• Collaborate with sales and product teams to advocate for client needs and influence product development.
• Identify opportunities for upselling and cross‑selling within the existing client base.
• Contribute to the development and refinement of customer success best practices for our remote operations.

Requirements

• Proven experience in Customer Success, Account Management, or a similar client‑facing role within the retail or technology sector.
• Excellent communication, presentation, and interpersonal skills, adapted for remote interactions.
• Strong understanding of the retail industry, its challenges, and its trends.
• Demonstrated ability to build and maintain strong, long‑lasting client relationships.
• Experience with CRM software and customer success platforms.
• Proactive, problem‑solving mindset with a focus on client outcomes.
• Ability to work independently, manage multiple priorities, and thrive in a fully remote team environment.
• Proficiency in using virtual collaboration and communication tools.
• A dedicated home office setup with a reliable high‑speed internet connection is required.
• Must be authorized to work remotely in South Africa and possess a relevant tertiary qualification.

Benefits

• Competitive salary and performance‑based incentives.
• Fully remote work environment offering excellent work‑life balance.
• Opportunities for professional growth and career advancement in a growing SaaS company.
• Comprehensive training on our products and services.
• Access to leading customer success methodologies and tools.
• Regular virtual team collaboration and engagement.
• Contribution to client success and the company's overall growth.
• A supportive and innovative remote work culture.
• Health and wellness support initiatives for remote employees.