Remote Customer Success Consultant

Location: South Africa - Remote

We have an exciting position available for a Customer Success Manager. We are looking for candidates based in South Africa to work with our Australian-based client. You will be working across the UK market, and your hours will be different than general South African Business hours

As a Customer Success Manager, you’ll be at the heart of our client's mission to create exceptional value for their customers while driving excellence within the business. You’ll collaborate with Support, Technical, Operations, Marketing, and Sales teams to ensure that each client not only succeeds but thrives.

Your role is all about ensuring customers realize the full potential of our client's solutions, while also contributing to the optimization of internal processes. If you're passionate about building strong relationships, solving challenges, and delivering top-notch results, this is your opportunity to make a real impact—both for the customers and the overall business.

Join our client and become the key player who helps shape success from the inside out!

Requirements:

• 3-5 Years experience within a Customer Success / Account Management role
• We are looking for candidates who are self-efficient
• Previous experience in targeted growth of accounts
• Previous experience in managing success and growth plans
• Previous experience in managing account reviews
• Technical aptitude

Customer Success Management Responsibilities

• Take ownership over a book of mid-market clients
• Conduct Account Review meetings/EBRs with clients, meet monthly total minimum requirements
• Track and work to meet weekly and quarterly goals
• Act as the main touchpoint for clients from an Account/Success Management perspective, with key tasks being to provide assistance with anything from billing and escalations through to account strategy and value realisation
• Set client expectations on correct touchpoints for various client concerns and work closely with our Support team to appropriately hand over Support issues, act as a point of support issue escalation if needed
• Proactively checking in at an appropriate cadence determined by client tier
• Establish and maintain strong relationships with clients, fostering a sentiment of trust and reliability
• Review existing agreement terms and payment terms, working with the client where needed to re-align these terms to evolving benchmarks. Drive standardisation within these terms across accounts, including periodic uplift
• Take responsibility for client churn prevention, work closely with the Director of Customer Success to retain at-risk clients
• Work closely with clients to ensure success of projects and ongoing client satisfaction, including training sessions where needed
• Translate client needs or new feature requests into a set of business requirements, raise these internally to the appropriate teams
• Identify and execute on upsell and cross-sell opportunities
• Quickly establish and continue to maintain expertise in new and upcoming products/features/enhancements
• Ensure cleanliness of CRM client records, adding detailed and clear notes on client status, updates, key considerations, ongoing projects etc
• Be open to contributing to and assisting other areas of the business as may be needed within a smaller company environment

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