Work From Home Customer Success Agent - WhatJobs Direct

Placements24; Gauteng; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Competitive salary plus bonuses

Home office allowance

Company-provided laptop

Paid time off & holidays

Remote-friendly culture

Job summary

Placements24 is seeking an experienced Work From Home Customer Success Agent for a fully remote role based in South Africa. You will manage a portfolio of client accounts, drive adoption, and act as a trusted advisor while delivering proactive support.

In this remote position, you will onboard new customers, conduct regular reviews, identify upsell opportunities, and collaborate with product and sales teams to improve retention. Excellent English communication and SaaS knowledge are essential.

Qualifications

• Minimum of 3 years in customer success or account management, preferably remote.
• Proven ability to retain customers and grow accounts.
• Excellent written and verbal English communication.

Responsibilities

• Engage a portfolio of customers to ensure success with the platform.
• Conduct regular check-ins and reviews to understand evolving needs.
• Onboard new customers and guide setup and best practices.
• Identify upsell/cross-sell opportunities based on usage.
• Serve as primary contact for inquiries with timely resolutions.
• Monitor health scores and address churn risks.
• Gather feedback and share insights with product and sales teams.
• Educate customers on new features to maximize value.

Skills

Customer success

Account management

Remote work

Communication

Data analysis

Education

High school diploma

Bachelor's degree (preferred)

Tools

Salesforce

Gainsight

Job description

About the Role

Our client, a leading provider of SaaS solutions, is looking for an experienced and motivated Work From Home Customer Success Agent to enhance the customer journey. This is a pivotal, fully remote role based in South Africa, designed for professionals who excel at building lasting customer relationships and driving adoption of our client's services. You will proactively engage with customers to ensure they are maximizing the value of their subscription, provide ongoing support, and act as a trusted advisor. This position demands a proactive approach, excellent communication skills, and the ability to manage multiple client accounts simultaneously from a remote setting. We value individuals who are passionate about customer advocacy and possess a deep understanding of how to foster loyalty and retention. The role is an exceptional opportunity for career growth within a forward-thinking organization that embraces remote work. This opportunity is located in Tembisa, Gauteng, ZA but is fully remote.

Key Responsibilities

• Proactively engage with a portfolio of customers to ensure their success with our client's platform.
• Conduct regular check-ins and business reviews with clients to understand their evolving needs and goals.
• Onboard new customers, guiding them through initial setup and best practices.
• Identify opportunities for upselling and cross-selling based on customer needs and usage patterns.
• Serve as the primary point of contact for customer inquiries, providing timely and effective resolutions.
• Monitor customer health scores and proactively address any signs of churn risk.
• Gather customer feedback and relay insights to product and sales teams for continuous improvement.
• Educate customers on new features and updates to maximize their value.
• Develop and maintain strong, long-term relationships with key stakeholders within client organizations.

Requirements

• Minimum of 3 years of experience in customer success, account management, or a similar client-facing role, preferably in a remote capacity.
• Demonstrated success in managing customer relationships and driving retention.
• Excellent communication, interpersonal, and presentation skills, both written and verbal in English.
• Strong understanding of SaaS products and the technology landscape.
• Ability to analyze customer data and identify trends and opportunities.
• Proven ability to work independently and manage a remote workload effectively.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• A proactive, results-oriented mindset.
• High school diploma required; Bachelor's degree in a relevant field is a plus.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive medical, dental, and vision insurance.
• Generous allowance for home office setup and internet.
• Opportunities for significant professional development and training.
• A vibrant and collaborative remote company culture.
• Company-provided laptop and necessary software.
• Paid time off and company holidays.
• Employee wellness programs.