Customer Success Manager

Job Description

As a Customer Success Manager based in Cape Town, you will be responsible for ensuring our customers receive maximum value from our products and services, fostering a culture of success and satisfaction.

Responsibilities

• Act as the primary point of contact for assigned customer accounts.
• Analyze customer feedback and usage data to provide actionable insights to clients.
• Work closely with the support team to resolve customer issues in a timely manner.
• Manage customer expectations and communicate any updates regarding product features and changes.
• Drive the customer success initiatives, ensuring alignment with overall company goals.
• Create and manage customer success plans tailored to individual client goals.

Requirements

Education

• Bachelor's degree in a relevant field
• Relevant certifications in customer success or account management are a plus

Experience

• 3+ years in customer-facing roles with a focus on customer satisfaction and retention

Technical Skills

• Customer Success Platforms
• Project Management Tools

Soft Skills

• Relationship Building
• Adaptability

Languages

• English: Fluent

Advantageous

• Familiarity with account management practices: Experience working directly with account management teams.
• Proven record of achieving customer satisfaction targets: Demonstrated success in enhancing customer satisfaction scores.

Benefits

• Full medical aid coverage
• Yearly bonus based on performance
• Work-from-home options, where applicable
• Access to training and certification programs

Company Culture

• Innovation Driven: We encourage creativity and innovation, supporting new ideas that enhance customer experiences.
• Inclusivity: We are committed to creating a diverse and inclusive workplace for everyone.
• Feedback-Oriented: We welcome and value feedback as a pathway to improvement and success.