Customer Success Manager

Job Description

As a Customer Success Manager in Cape Town, you will be responsible for enhancing customer satisfaction and ensuring client success through effective communication and support. You will act as the primary point of contact for our clients, advocating for their needs while fostering long-term relationships.

Responsibilities

• Lead customer success initiatives to improve user experience.
• Provide expert support for customers during onboarding and beyond.
• Develop personalized strategies to increase customer satisfaction.
• Collaborate with internal teams to resolve customer issues promptly.
• Prepare and present reports on customer satisfaction and retention strategies.
• Facilitate training sessions and workshops for clients.
• Monitor customer trends and highlight upselling possibilities.
• Act as a liaison between customers and product management.
• Document best practices and create a knowledge base for customer support.
• Engage with clients on social media and through newsletters.

Requirements

Education

• Bachelor's degree in a relevant field
• MBA is preferred

Experience

• 5+ years in customer success role with proven success in client management

Technical Skills

• Customer Relationship Management (CRM)
• Project Management Tools

Soft Skills

• Interpersonal Skills
• Time Management

Certifications

• Certified Customer Experience Professional (CCEP)

Languages

• English: Fluent

Advantageous

• Familiarity with customer success metrics: Understanding key performance indicators for customer success.
• Experience in upselling techniques: Proven track record of successful upselling to customers.

Benefits

• Attractive salary and performance bonuses
• Continuous training and development opportunities
• Additional paid time off for outstanding performance
• Employee assistance programs

Company Culture

• Innovation: We encourage creative thinking and innovative solutions to enhance customer experiences.
• Work-Life Balance: We support a healthy work-life balance through flexible work options.
• Employee Recognition: We celebrate successes and recognize the contributions of our team members.