Customer Success Manager

Job Description

We are seeking a passionate Customer Success Manager to join our Johannesburg team. The ideal candidate will thrive on building strong customer relationships while ensuring satisfaction. You will oversee the customer journey, from onboarding to renewal, and work closely with cross-functional teams to ensure our clients achieve their business goals.

Responsibilities

• Coordinate between customers and technical support for issue resolution.
• Develop onboarding materials and guides for new clients.
• Utilize CRM tools to track customer interactions and engagements effectively.
• Identify upselling or cross-selling opportunities through customer conversations.
• Implement strategies for customer retention and minimize churn rates.
• Conduct regular check-ins to proactively address potential issues before they escalate.
• Monitor industry trends and best practices to inform client strategy.
• Assist in creating case studies and testimonials based on customer success stories.

Requirements

Education

• Relevant certification in Customer Success Management or similar

Experience

• 5+ years of experience in customer success or account management

Technical Skills

• Salesforce
• Customer service software

Soft Skills

• Empathy
• Negotiation skills

Advantageous

• Experience with customer feedback tools: Experience with NPS surveys and customer feedback platforms.
• Proficiency in project management tools: Familiarity with tools such as Asana or Trello for tracking customer projects.