212 Customer Success jobs in South Africa
CUSTOMER SUCCESS
Posted 6 days ago
Job Viewed
Job Description
Our Customer Success team performs benchmarking and financial analysis of our clients’ technology environments, delivers monthly reports, and provides insightful recommendations to clients. The team also facilitates new OneView functionalities for clients.
Do you want to be part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answered yes, keep reading.
Who Are We?
1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.
We hire talented people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.
Learn more about our culture by watching our videos:
Part 1 - Our company culture
Part 2 - Our company culture
We are seeking a dedicated junior to join our Cloud FinOps team. You will work closely with engineering and finance teams that drive cloud costs analysis & optimization.
Key Responsibilities:
- Provide business support and analysis to drive client engagements
- Conduct investigations, gather, normalize data, analyze trends and results
- Compile and present reports
- Upskill on cloud concepts and technologies
- Investigate customer cloud environments to identify financial optimization opportunities
- Share knowledge with the team
- Document processes and methodologies
- Prepare and present findings
- Maintain an updated client baseline
- Attend weekly client and service provider meetings, ensuring timely response to ad hoc requests
- Assist the FinOps team as needed
- Create and maintain PowerBI dashboards and reports
Requirements:
- Bachelor’s degree in Information Systems or Finance
- Previous client-facing experience (beneficial)
- Interest in FinOps, cloud technology, and analytics
- Self-study or certifications in relevant areas
- Excellent communication skills
- Creative problem-solving abilities
- Strong self-management skills
- Proficiency in Microsoft Excel and PowerBI
- Understanding of large-scale data and reporting
- Exposure to development teams and prioritization skills
Perks:
- 20 leave days plus a quarterly "mulligan" day
- High-spec equipment for remote work
- Home office setup allowance
- Flexible working hours
- Well-being programs and employee support
- Paid Microsoft courses and certifications
- Training allowance for hobbies
- Participation in social responsibility initiatives
- Free gap cover and hybrid work environment
CUSTOMER SUCCESS
Posted today
Job Viewed
Job Description
Our Customer Success team performs benchmarking and financial analysis of our clients’ technology environments, delivers monthly reports, and provides insightful recommendations to clients. The team also facilitates new OneView functionalities for clients.
Do you want to be part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answered yes, keep reading.
Who Are We?
1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology expense management services and tools to accelerate their cloud journey.
We hire talented people from across South Africa, making our diverse group of team members, called N48Xers, a force to be reckoned with.
Learn more about our culture by watching our videos:
Part 1 - Our company culture
Part 2 - Our company culture
We are seeking a dedicated junior to join our Cloud FinOps team. You will work closely with engineering and finance teams that drive cloud costs analysis & optimization.
Key Responsibilities:
- Provide business support and analysis to drive client engagements
- Conduct investigations, gather, normalize data, analyze trends and results
- Compile and present reports
- Upskill on cloud concepts and technologies
- Investigate customer cloud environments to identify financial optimization opportunities
- Share knowledge with the team
- Document processes and methodologies
- Prepare and present findings
- Maintain an updated client baseline
- Attend weekly client and service provider meetings, ensuring timely response to ad hoc requests
- Assist the FinOps team as needed
- Create and maintain PowerBI dashboards and reports
Requirements:
- Bachelor’s degree in Information Systems or Finance
- Previous client-facing experience (beneficial)
- Interest in FinOps, cloud technology, and analytics
- Self-study or certifications in relevant areas
- Excellent communication skills
- Creative problem-solving abilities
- Strong self-management skills
- Proficiency in Microsoft Excel and PowerBI
- Understanding of large-scale data and reporting
- Exposure to development teams and prioritization skills
Perks:
- 20 leave days plus a quarterly "mulligan" day
- High-spec equipment for remote work
- Home office setup allowance
- Flexible working hours
- Well-being programs and employee support
- Paid Microsoft courses and certifications
- Training allowance for hobbies
- Participation in social responsibility initiatives
- Free gap cover and hybrid work environment
Customer Success Manager
Posted 4 days ago
Job Viewed
Job Description
We are looking to hire a Customer Success Manager in Africa.
In this role you will :
- Achieve worldclass NPS / CSAT scores retention churn and contraction mitigation renewals and expansion goals via effective and efficient territory management.
- Coach and teach our partners Customer Success Managers (PCSMs) how to excel at customer success.
- Own and manage customer escalations and coordinate across departments to final resolution.
- Assist PCSMs with policy and license questions.
- Contribute to Customer Success Best practices.
Qualifications :
- 5 years of SaaS or ERP experience preferably in Sales or Implementation or Support roles.
- You are located in Africa.
- You have excellent oral & written and frictionless communication skills.
- You work efficiently and effectively in a telecommuted world (we are mostly a distributed company).
- You enjoy coaching and teaching others how to excel as a customer success manager.
- You have experience with highstakes account management subscription renewals churn / contraction mitigation and expansion.
- You are passionate about driving customer satisfaction and making good business decisions.
- You enjoy learning be it new software processes or policies and enjoy sharing that knowledge.
- You learn quickly are resourceful and selfdirected and can work independently.
- You are detailoriented and organized.
- You effectively interact with CLevel executives of 100 employee companies.
- You effectively manage tense situations and help bring them to an effective resolution.
- You enjoy and are proficient at handling diverse workloads and can prioritize effectively.
- You enjoy a dynamic work environment (continuously evolving and fastpaced).
- You are a team player willing to contribute to the overall success of the team.
Additional Information :
Acumatica is an Affirmative Action and Equal Opportunity Employer / Veterans / Disabled. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability.
If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application please email . This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes such as following up on an application or technical issues not related to a disability will not receive a response.
Remote Work : Employment Type :
Key Skills
Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing
Department / Functional Area : Sales
Experience : years
Vacancy : 1
Create a job alert for this searchCustomer Manager • Cape Town, Western Cape, South Africa
#J-18808-LjbffrCustomer Success Manager
Posted 4 days ago
Job Viewed
Job Description
Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.
Job Summary:
We are seeking an experienced and passionate Senior Customer Success Manager to join our dynamic team. In this role, you will be responsible for driving customer success, ensuring high levels of customer satisfaction, and fostering long-term relationships with our valued clients. The ideal candidate will be a proactive leader with excellent communication skills, a strategic mindset, and a proven track record in managing customer success initiatives.
Key Responsibilities:
Customer Relationship Management:
- Establish and maintain strong relationships with key customers, understanding their needs, goals, and challenges.
- Serve as the primary point of contact for customers, becoming customer’s trusted advisor and ensuring their satisfaction.
- Conduct Joint Success Plans, regular check-ins and business reviews with customers to assess satisfaction and identify opportunities for improvement and growth.
Customer Success Strategy:
- Develop and execute comprehensive customer success strategies to drive customer engagement, retention, and growth.
- Identify and implement best practices for customer success, continuously improving processes and methodologies.
- Collaborate closely with sales, marketing, product, and support teams to align on customer success objectives and deliver a cohesive customer experience.
Metrics and Reporting:
- Monitor and analyze key customer success metrics, such as customer satisfaction, retention rates, and product usage.
- Prepare and present regular reports on customer success performance and trends to senior management.
Escalation Management:
- Handle customer escalations with a sense of urgency and professionalism, working to resolve issues promptly and effectively.
- Coordinate with internal teams to address customer concerns and ensure timely resolution of any technical or service-related issues.
Qualifications:
- Bachelor’s degree in business, Marketing, or a related field; MBA is a plus.
- Proven experience (5+ years) in a customer success, account management, or related role, preferably in the cyber industry.
- Demonstrated success in managing large, complex customer accounts and driving customer satisfaction and retention.
- Strong interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholders.
- Excellent problem-solving skills and a proactive approach to customer success.
- Familiarity with customer success software and CRM systems (e.g., Salesforce, Planhat, etc.).
- Ability to analyze data and use insights to drive customer success strategies.
Skills and Competencies:
- Customer-focused mindset with a passion for delivering exceptional service.
- Strategic thinker with the ability to develop and execute customer success plans.
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team.
- Adaptable and capable of thriving in a fast-paced, dynamic environment.
- Strong leadership qualities and the ability to mentor and develop junior team members.
#LI-AC2
At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now! #J-18808-LjbffrCustomer Success Manager
Posted 6 days ago
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Job Description
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Seequent (a Bentley Systems Co.) builds world-leading subsurface software, helping create a better understanding of the earth to ensure a better world for all.
We are constantly evolving at the forefront of technology to transform how geo-professionals work, eliminating barriers to understanding by connecting software, teams, and the tools they need.
Every day, our customers in over countries work to develop mineral resources more sustainably, design and build better infrastructure, protect the environment, source renewable energy, and help resolve historical challenges such as groundwater contamination and ageing infrastructure.
Our integrated earth modelling, geo-data management, and team collaboration software enables them to see a more complete picture of the earth : because with more understanding comes better decisions - for people and the planet.
Headquartered in New Zealand with global reach, Seequent is the specialist subsurface software company within Bentley Systems.
Together, we are helping build a more resilient world.
We're a high growth, people-centric success story.
Seequent is a Bentley Systems company, working together to build a better future.
The Role :
The Customer Success Manager is responsible for developing customer relationships that promote product usage, retention, and loyalty.
Their job is to work closely with a number of allocated customers (50+), in a regular and proactive cadence, to ensure they are satisfied with the product and services they have received and to immediately improve upon any areas of dissatisfaction.
They will be responsible for onboarding and training new accounts in the use of the solution or product, addressing any concerns or issues they might have from a usability perspective, and working to proactively ensure growth in and retention of the account.
They will liaise with each account monthly / quarterly / adhoc; by analyzing their usage data beforehand to furnish insights, will proactively engage the customer to discuss their usage, use cases, any possible upgrades or additional options, recent campaigns, training needs, support questions, etc.
Serving as advocates for accounts, educating them on products, and maintaining lasting relationships, driving retention, upsell, and cross-sell.
The central role of Customer Success is to ensure the customer is content and is deriving maximum value from the product or solution and their expectations are being met or exceeded.
In this role, you will have the opportunity to : Become proficient as a generalist user across the most used and appropriate Seequent product range for accounts.Learn from the customer how, what, where, and why they are using our products or competitive products and the problems that they are attempting to solve, then feed that information back to the appropriate teams within the business.Develop and share product expertise and knowledge, to provide advisory support to customers, colleagues, and peers, enabling them to be successful in meeting their objectives.Demonstrate effective communication and interaction skills.Demonstrate the ability to build rapport and relationships with a variety of end users, Directors, Heads, engaging at various levels.Drive usage and usability of the solution within the account.Maintain a cadence of communicating with customers about their usage trends, sentiment, and finding opportunities for deeper engagement.Encourage feedback from customers and build a reputation as being responsive, professional, knowledgeable, and accountable.To be successful in this role, you should have : A Geology / Geoscience qualification (or background) ideally at degree level or higher.A minimum of 3 years in a Customer Success, Relationship Management, Account Management, Business Development, or similar role is desirable.Experience working with and managing stakeholders and customers in a technology environment.
Sales platform experience preferred.A high level of accuracy and attention to detail is required.Excellent communication and interpersonal skills across digital channels and face-to-face.Flexible approach, able to operate effectively with uncertainty and change.Driven, self-motivated, enthusiastic, and with a "can-do" attitude.Experience working with complex technology customers.Experience building and maintaining relationships while working to mitigate churn and drive engagement and renewals.Empathetic, positive attitude with a desire to help our customers reach their goals.Results-driven mentality, with a bias for speed and action.Strong analytical skills, with the ability to translate data into insights.
Experience with Excel preferred.Natural curiosity for how software works.Account management and relationship-building abilities.Confident oral and written communication skills in English.Proficiency in any African languages would be an advantage.Working conditions : Hybrid working mode, with frequent travel to visit clients at their offices / sites / training centres or for internal / external events.
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Create a job alert for this search #J-18808-LjbffrCustomer Success Manager
Posted 6 days ago
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Job Description
Location : Cape Town, Steenberg Office ParkCompany Overview : Join our global Revtech company, Offernet, and shape the future of Revenue Optimisation.Job Summary : As a Customer Success Manager, you will be the key link between clients and our internal team.
This role involves understanding client needs, developing and facilitating the effective implementation of digital strategies, and leveraging our Marketing Technology to drive successful campaigns.
You will be responsible for improving clients' Return on Ad Spend and Return on Investment.Key Responsibilities : Build and maintain client relationships, fostering collaboration for flawless execution of plans.Understand client needs, objectives, and challenges, tailoring solutions to meet their specific requirements.Develop and implement strategic media plans based on client direction and media research.Synthesise information to guide campaign development and execution.Conduct audience research, analyse data, and utilise various technologies for optimal communication and campaign performance.Manage smooth onboarding of new clients, ensuring understanding of products and services.Oversee a portfolio of clients, ensuring their satisfaction and retention.Innovate and recommend media solutions to ensure client satisfaction and results.Analyse, understand, and interpret data to inform campaigns and draw decisive action points.Collaborate cross-functionally within the company for seamless support.Demonstrate expertise in the media landscape, producing sound strategies and proactive proposals.Resolve client issues swiftly and maintain rapport with internal and external teams.Requirements : 3+ years of experience in client relationship management, digital marketing, or a similar role.Must have retail experience, non-negotiable.Exceptional written and verbal communication skills in English.Strong relationship-building abilities with internal and external stakeholders.Analytical mindset, attention to detail, and understanding of business processes and client needsprehensive understanding of the customer journey, CRM systems, Google Analytics, Tag Manager, and Meta Business Suite.Proficient in leveraging analytics tools for audience segmentation, targeting, and A / B testing methodologies.Demonstrated expertise in optimising paid media campaigns and managing budgets to maximise Return On Ad Spend (ROAS).Skilled in data visualisation, statistical analysis, and developing integrated marketing strategies.Experience in conducting competitive analysis and staying up-to-date with industry trends.Ability to manage multiple campaigns simultaneously in a fast-paced environment.Preferred Skills : Experience or knowledge in digital / performance marketing.Ability to apply an omnichannel mindset and integrate with client processes.Proficiency in creating and interpreting dashboards and reports.Knowledge of marketing automation platforms and integration within broader marketing campaigns.Proven ability to develop post-campaign analysis reports and monitor ROAS.Strong problem-solving skills and a proactive approach to client management.Work Environment and Conditions : Office-based role.Fast-paced environment requiring the ability to manage multiple campaigns and meet deadlines.How to ApplyPlease submit your resume and a cover letter highlighting your relevant experience and why you are the ideal candidate for this position to
J Ljbffr
Create a job alert for this searchCustomer Manager • Cape Town, Western Cape
#J-18808-LjbffrCustomer Success Manager
Posted 6 days ago
Job Viewed
Job Description
The Customer Success Manager (CSM) plays a pivotal role in nurturing and expanding our client relationships. Acting as a strategic liaison between clients and internal teams (Sales, Support, PMO), the CSM ensures high levels of client satisfaction, drives operational excellence, and identifies opportunities for growth within existing accounts. This role requires a balanced approach of strategic oversight and tactical execution, blending account management, sales enablement, onboarding, and coordination responsibilities.
Key Responsibilities
Client Relationship & Account Management
- Serve as the primary point of contact for a portfolio of clients, fostering trust, satisfaction, and long-term retention.
- Proactively address client inquiries, concerns, and feedback with clarity and empathy.
- Conduct regular check-ins, business reviews, and in-person engagements to maintain strong client relationships.
- Set and manage client expectations through consistent, transparent, and timely communication.
Operational Support & Coordination
- Coordinate project implementation activities including control room setup, welcome packs, training sessions, and onboarding processes.
- Maintain up-to-date documentation and client records in CRM and support platforms.
- Collaborate with internal teams to track, escalate, and resolve client issues promptly and effectively.
- Prepare and deliver client-facing materials, including reports, communication packs, and presentations.
Sales Enablement & Opportunity Management
- Identify and nurture upsell and cross-sell opportunities within existing accounts.
- Work closely with the Sales and Commercial teams to develop tailored proposals and contracts.
- Manage client renewals and service expansions with attention to detail and commercial understanding.
Client Engagement & Feedback
- Facilitate monthly satisfaction surveys and feedback loops to collect actionable insights.
- Share feedback with internal stakeholders to drive continuous improvement and reduce churn.
- Coordinate and lead client training sessions to ensure optimal product adoption and utilization.
Project Coordination
- Collaborate with the Project Management Office (PMO) to represent client interests in project planning and execution.
- Ensure client goals are reflected in scopes, timelines, and deliverables.
- Track progress on key deliverables without assuming full project management responsibilities.
Qualifications & Experience
- 5+ years in a client-facing role such as Customer Success Manager, Account Manager, or Sales Operations.
- Proven experience managing multiple client accounts and working cross-functionally.
- Strong commercial acumen with a history of identifying and closing upsell opportunities.
- Highly organized with the ability to manage competing priorities in a fast-paced environment.
- Exceptional communication, presentation, and interpersonal skills.
- Proficient in CRM and support tools (e.g., QuickBase or equivalent).
- Comfortable working in a dynamic, startup-like environment proactive, adaptable, and resourceful.
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Customer Success Manager
Posted 7 days ago
Job Viewed
Job Description
The client is building a global movement to empower founders and entrepreneurs by providing proven systems for audience growth, brand building, and community engagement. Their mission is to help millions of founders scale their businesses to new heights through a blend of automation, high-level strategy, and cutting-edge personal branding techniques.
They’re a rapidly scaling organization focused on delivering world-class experiences and results for their clients. They are not just another company - it’s a high-impact, life-altering experience for founders who want to level up.
The RoleAs a Customer Success Manager , you’ll play a pivotal role in helping a portfolio of ~40 founders achieve breakthrough results in their businesses. You will be their guide, helping them navigate the proven systems, pushing them through key milestones, and ensuring they experience real, measurable success.
This role is integral to our growth, as you are responsible for building deep, trusting relationships with clients, ensuring their needs are met, and facilitating their journey to multi-million-dollar business success.
Key Responsibilities- Client Management : Manage a book of 40 founders.
- Coaching & Accountability : Conduct ~25 1:1 coaching calls weekly, guiding founders through bottlenecks and milestones.
- Engagement : Drive high engagement within our Skool community by celebrating founder wins, engaging with posts, and keeping the community momentum strong.
- Metrics Tracking : Actively track your progress and client outcomes using Asana, ensuring key performance indicators (KPIs) such as upsells, reviews, and case studies are met or exceeded.
- Content & Process Development : Collaborate on the development of founder journeys and playbooks, refining the client experience to ensure seamless progress through the curriculum.
- Feedback & Continuous Improvement : Collect feedback, identify bottlenecks, and consistently propose solutions to improve systems and processes.
- Team Collaboration : Work closely with the Success team, sharing insights and collaborating on strategies to maximize client outcomes.
You’re someone who thrives in high-growth, fast-paced environments and is passionate about helping founders succeed. The ideal candidate has a deep understanding of client success and knows how to drive results that align with both business goals and personal growth.
- Extreme Ownership : You take full responsibility for your work, your clients, and the results. You’re proactive in solving problems, ensuring no detail is overlooked.
- Exceptional Communicator : You’re clear, concise, and confident in your communication, ensuring that every founder knows exactly what they need to do next.
- Proactive Leader : You don’t wait for problems to arise—you seek out challenges and solve them.
- Adaptability : You thrive in ambiguity and fast-paced environments, adjusting quickly without sacrificing quality.
- Community Builder : You’re excited to create an environment of success and momentum within the founder community, fostering deep engagement and connection.
- Confidentiality : You handle sensitive client and business information with the highest level of trust and integrity.
- Experience : 3+ years in Client Success, Account Management, Coaching, Sales, Entrepreneurship, Digital Marketing, or a similar role.
Customer Success Manager
Posted 7 days ago
Job Viewed
Job Description
Join our global Revtech company, Offernet, and shape the future of Revenue Optimisation.
Job Summary:As a Customer Success Manager, you will be the key link between clients and our internal team. This role involves understanding client needs, developing and facilitating the effective implementation of digital strategies, and leveraging our Marketing Technology to drive successful campaigns. You will be responsible for improving clients’ Return on Ad Spend and Return on Investment.
Key Responsibilities:- Build and maintain client relationships, fostering collaboration for flawless execution of plans.
- Understand client needs, objectives, and challenges, tailoring solutions to meet their specific requirements.
- Develop and implement strategic media plans based on client direction and media research.
- Synthesise information to guide campaign development and execution.
- Conduct audience research, analyse data, and utilise various technologies for optimal communication and campaign performance.
- Manage smooth onboarding of new clients, ensuring understanding of products and services.
- Oversee a portfolio of clients, ensuring their satisfaction and retention.
- Innovate and recommend media solutions to ensure client satisfaction and results.
- Analyse, understand, and interpret data to inform campaigns and draw decisive action points.
- Collaborate cross-functionally within the company for seamless support.
- Demonstrate expertise in the media landscape, producing sound strategies and proactive proposals.
- Resolve client issues swiftly and maintain rapport with internal and external teams.
- 3+ years of experience in client relationship management, digital marketing, or a similar role.
- Must have retail experience, non-negotiable.
- Exceptional written and verbal communication skills in English.
- Strong relationship-building abilities with internal and external stakeholders.
- Analytical mindset, attention to detail, and understanding of business processes and client needs.
- Comprehensive understanding of the customer journey, CRM systems, Google Analytics, Tag Manager, and Meta Business Suite.
- Proficient in leveraging analytics tools for audience segmentation, targeting, and A/B testing methodologies.
- Demonstrated expertise in optimising paid media campaigns and managing budgets to maximise Return On Ad Spend (ROAS).
- Skilled in data visualisation, statistical analysis, and developing integrated marketing strategies.
- Experience in conducting competitive analysis and staying up-to-date with industry trends.
- Ability to manage multiple campaigns simultaneously in a fast-paced environment.
- Experience or knowledge in digital/performance marketing.
- Ability to apply an omnichannel mindset and integrate with client processes.
- Proficiency in creating and interpreting dashboards and reports.
- Knowledge of marketing automation platforms and integration within broader marketing campaigns.
- Proven ability to develop post-campaign analysis reports and monitor ROAS.
- Strong problem-solving skills and a proactive approach to client management.
- Office-based role.
- Fast-paced environment requiring the ability to manage multiple campaigns and meet deadlines.
Full-time
LocationSteenberg Office Park
#J-18808-LjbffrCustomer Success Manager
Posted 10 days ago
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Job Description
Join to apply for the Customer Success Manager role at Project Growth
Join to apply for the Customer Success Manager role at Project Growth
Get AI-powered advice on this job and more exclusive features.
Our client is on a mission to redefine how companies support their employees' holistic wellbeing. Their all-in-one platform streamlines People Operations and delivers impactful workplace experiences through personalized wellness programs, engagement tools, coaching, and behavior change journeys. As they scale their product-led growth (PLG) motion, they’re looking for a Customer Success Manager (CSM) who thrives in fast-paced SaaS environments and is passionate about helping clients realize the full value of their platform from day one.
Location and Time:
Remote, Full-Time, 9 AM - 5 PM EST
Role Overview
As a Customer Success Manager, you'll own the post-sale experience for a portfolio of SMB and mid-market clients. From onboarding and product adoption to retention and expansion, you’ll be the strategic partner ensuring customers thrive with Woliba. This role is ideal for someone who has worked in a high-growth SaaS startup (Series A or later) and is excited about building proactive, scalable customer success processes while staying hands-on with clients.
Key Objectives
- Guide new customers through onboarding to full product adoption.
- Foster long-term relationships that drive engagement, retention, and growth.
- Act as the voice of the customer—capturing insights that enhance our product and inform our roadmap.
- Drive usage of new features through enablement, training, and support.
- Onboarding & Implementation:
- Lead the end-to-end onboarding process for new accounts.
- Customize onboarding based on customer goals and company size.
- Deliver training sessions and provide hands-on product walkthroughs.
- Adoption & Engagement:
- Monitor client health metrics and proactively engage to drive adoption.
- Conduct regular check-ins and business reviews to track impact and ROI.
- Educate clients on new features and best practices.
- Retention & Expansion:
- Identify upsell and cross-sell opportunities and collaborate with Sales.
- Renew contracts and reduce churn by continuously delivering value.
- Collaborate with Marketing to create customer stories and testimonials.
- Internal Collaboration:
- Partner with Product to relay client feedback and influence the roadmap.
- Work with Support to resolve issues and provide a seamless client experience.
- Help build CS playbooks, documentation, and scalable processes.
- 3–5 years of experience in a Customer Success or Account Management role at a B2B SaaS company (Series A or later strongly preferred).
- Proven success managing a portfolio of customers and driving product adoption.
- Excellent verbal, written, and presentation skills.
- Highly organized with the ability to manage multiple clients and tasks.
- Experience using tools like HubSpot, Intercom, Pipedrive, or similar CRM/support systems.
- Passion for workplace wellbeing, HR tech, or employee experience is a plus.
- Time-to-Value (TTV): % of clients reaching onboarding milestones within 30 days.
- Product Adoption: % of users actively engaging with core features.
- Net Revenue Retention (NRR): Account growth through renewals and upsells.
- Customer Health Score: Engagement, satisfaction, and usage indicators.
- Renewal Rate: % of accounts renewed on time.
- CSAT/NPS: Customer feedback and sentiment tracking.
To be considered for this role these steps need to be followed:
- Fill in the application form
- Record a video showcasing your skill sets
- Seniority level Mid-Senior level
- Employment type Contract
- Job function Other
- Industries Marketing Services
Referrals increase your chances of interviewing at Project Growth by 2x
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