Customer Success Manager

Job Description

As a Customer Success Manager, you will play a pivotal role in ensuring our clients achieve their desired outcomes through effective engagement and support. Your focus will be on building strong relationships, understanding customer needs, and collaborating with internal teams to drive product adoption and satisfaction.

Responsibilities

• Build and maintain strong client relationships through effective communication.
• Coordinate cross-functional teams to support customer needs.
• Analyze customer feedback to improve service and product delivery.
• Implement and oversee customer onboarding processes.
• Work collaboratively with sales to ensure successful handoffs.
• Create reports on customer health and engagement metrics.
• Engage in proactive outreach to ensure client satisfaction.
• Conduct regular business reviews with key stakeholders.
• Help identify potential risks and develop mitigation strategies.
• Contribute to developing customer success playbooks.
• Train and mentor junior team members in customer management.
• Actively participate in customer advocacy programs.
• Facilitate solutions for customer challenges.

Requirements

Education

• Bachelor's degree in Business Management or related field
• MBA is preferred

Experience

• 5+ years in customer success or client management roles

Technical Skills

• Salesforce
• SQL

Soft Skills

• Critical Thinking
• Empathy

Certifications

• Customer Success Association Certification

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Knowledge of product management: Understanding of product lifecycle and strategy.
• Experience in training and onboarding: Proven skills in guiding new clients through integrations.

Benefits

• Comprehensive medical cover
• Annual bonus based on performance
• Work-from-home options available
• Ongoing training and workshops

Company Culture

• Continuous Improvement: We are dedicated to continuous learning and professional growth.
• Open Communication: We foster a culture of feedback and open dialogue among all team members.
• Work-Life Balance: We prioritize work-life balance to maintain a healthy workforce.