Customer Success Manager

Job Description

We're looking for an enthusiastic Customer Success Manager who will help drive customer satisfaction and retention. Your role will involve creating onboarding strategies, providing ongoing support, and constantly engaging with customers to facilitate their success and delight.

Responsibilities

• Develop a deep understanding of our products to effectively assist customers.
• Coordinate with marketing to create targeted campaigns for customer engagement.
• Ensure customer renewal and engagement plans are implemented effectively.
• Train internal staff on customer success practices and approaches.
• Identify and mitigate risks affecting customer satisfaction.
• Establish a system for tracking customer success metrics and KPIs.
• Utilize analytics to identify opportunities for product improvement.
• Contribute to the development of customer success best practices.

Requirements

Education

• Bachelor's degree in a relevant field or equivalent experience

Experience

• 5+ years of experience in customer success or a client-facing role

Technical Skills

• Customer Success Tools
• Project Management Software

Soft Skills

• Negotiation
• Empathy

Languages

• English: Fluent
• Afrikaans: Basic

Advantageous

• Project Management Certification: Professional certification in project management methods (e.g., PMP).
• Fluency in additional languages: Ability to communicate with customers in multiple languages.

Benefits

• Health, dental, and vision insurance
• Retirement savings plan with company match
• Paid time off and holidays
• Continuous learning and development opportunities

Company Culture

• Continuous Improvement: We support our employees in professional growth and lifelong learning.
• Open Communication: Transparent communication is key to our success as a company.
• Empowerment: We empower our employees to take ownership of their work and drive results.