Customer Success Manager

About The Role

As a Customer Success Manager (CSM), you will own post-sale client relationships, focusing on onboarding, adoption, retention, and expansion. You’ll work across customer segments, ensuring our clients see measurable value and stay engaged with our platform.

Key Responsibilities

• Act as the main point of contact for your assigned customers, from onboarding through to renewal
• Lead client onboarding and training, ensuring smooth implementation and adoption
• Conduct regular check-ins and performance reviews to gather feedback and monitor engagement
• Collaborate with internal teams to relay customer insights and influence product improvements
• Support expansion revenue opportunities through consultative engagement (not direct sales)
• Troubleshoot client issues, escalate as needed, and follow through to resolution
• Maintain detailed documentation and contribute to scalable customer success processes
  
  

What We’re Looking For

• 2-4 years in a Customer Success, Account Management, or client-facing SaaS role
• Strong relationship-building and communication skills across different customer types
• Proven ability to manage competing priorities and solve problems independently
• Comfortable challenging internal stakeholders to advocate for client needs
• Strong written skills with a habit of documenting workflows and feedback
• Technically fluent (no coding required, but able to translate technical concepts to clients)
• Self-starter who thrives in a remote and fast-paced team environment
• Familiarity with tools like Zoho, HubSpot, Intercom, or similar CRM/CSM tools is a plus
• Candidates from South Africa strongly preferred for cultural and time zone alignment