Customer Success Manager

Job Description

As a Customer Success Manager based in Durban, you will play a pivotal role in ensuring that our customers achieve their goals using our products. By fostering relationships and acting as a trusted advisor, you will drive customer success through feedback collection, account management, and collaboration across teams to enhance service delivery.

Responsibilities

• Engage with customers to understand their needs and challenges, providing tailored solutions.
• Monitor customer health scores and proactively address any potential churn risks.
• Work closely with marketing to develop customer testimonials and case studies.
• Help create training materials and resources for customer onboarding.
• Foster a customer-centric culture within the organization.
• Identify best practices and share them with the team to optimize customer success processes.
• Lead customer feedback initiatives to continuously improve services.
• Ensure adherence to contractual obligations and service levels.
• Participate in strategic planning sessions and contribute insights based on customer feedback.
• Provide guidance and support to junior staff members in the customer success department.

Requirements

Education

• Bachelor's degree in Business, Marketing, or related field
• Master's degree is a plus

Experience

• 3-5 years of experience in customer success, account management, or related field

Technical Skills

• CRM Software (e.g., Salesforce)
• Data Analysis

Soft Skills

• Excellent Communication
• Problem-solving

Certifications

• Customer Success Certification
• Project Management Professional (PMP)

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Experience in SaaS industry: Familiarity with Software as a Service business model and customer success strategies.
• Experience with customer feedback tools: Knowledge of tools and methodologies for collecting customer feedback.

Benefits

• Competitive salary and performance-based bonuses
• Health and wellness benefits
• Flexible working hours and remote work options
• Professional development opportunities

Company Culture

• Team Collaboration: We emphasize teamwork and collaboration across departments to achieve common goals.
• Customer-centric Focus: Our culture is built around ensuring customer satisfaction and success.
• Innovation and Growth: We provide opportunities for professional development and encourage innovative thinking.