Johannesburg: Client Success Manager

Requirements: 2 to 5 years experience in customer success, account management, or a similar client facing role Exposure to SaaS, operations, or field service environments is beneficial Strong communication and problem solving skills Comfortable managing onboarding, training, and ongoing client relationships Key Responsibilities: Client Relationship Management Act as the primary point of contact for assigned clients, building strong and lasting relationships. Regularly engage with clients to understand their business goals and how the platform can support them. Conduct regular check‑ins, reviews, and performance evaluations. Onboarding & Implementation Oversee the onboarding process for new clients, ensuring a smooth transition. Collaborate with the implementation team for timely deployment. Ensure accounts are correctly configured before go‑live. Drive real usage in the field, not just system setup. Support & Issue Resolution Serve as an escalation point for client issues and coordinate resolution with internal teams. Proactively identify and address potential challenges impacting satisfaction or retention. Training & Enablement Provide training and resources to ensure effective platform use. Develop customized solutions and workflows tailored to client needs. Client Advocacy & Feedback Act as the voice of the client internally, sharing feedback with product, support, and development teams. Advocate for client needs while aligning with organizational goals. Performance Monitoring & Reporting Track success metrics, usage data, and KPIs to assess client value. Provide regular performance updates and strategic recommendations. Renewals & Upselling Drive retention by ensuring satisfaction and continued usage. Identify upselling and cross‑selling opportunities. Own retention and expansion revenue targets. Prevent churn and identify growth opportunities across sites, users, and modules. Skills & Competencies Essential Skills Customer Relationship Management Problem‑Solving Technical Proficiency with SaaS platforms Strong Communication (verbal and written) Analytical Thinking Core Competencies Client‑Centric Mindset Team Collaboration Organizational Skills Adaptability Leadership Performance & Success Metrics Drive successful client onboarding within defined timelines. Monitor and improve client usage, engagement, and adoption. Maintain high retention rates by proactively addressing risks. Identify and execute opportunities for account growth. Ensure timely resolution of client issues with internal collaboration.