Customer Success Manager

1 week ago

Cape Town, Western Cape, South Africa Electrum Payments Full time

Electrum is an exciting B2B tech company. We partner with some of South Africa's biggest household names, enabling them to open up their customers' access to payments and digital goods and services. We love that the projects we work on touch the lives of millions of South Africans every day, making a real difference.

We hire the best of the best and we offer great opportunities for both personal growth and career progression.

The Role

Electrum is looking for a talented and passionate Customer Success Manager (CSM) to join our team. As a Customer Success Manager, you will be responsible for ensuring that our clients achieve their desired outcomes and successfully utilise our SaaS fintech product. You will be the primary point of contact for clients, working closely with them to understand their needs and objectives, and providing support and guidance throughout their journey.

You will collaborate with cross-functional teams to deliver exceptional customer experiences, develop and maintain strong relationships with clients, and work to identify opportunities for growth and expansion. You will be the bridge between our sales and application support teams, ensuring that the customer has a consistent and positive experience with every engagement. You will implement winning customer success strategies that enhance the customer product offering, improve net promoter scores and net revenue retention, and maintain customer account health.

Key Responsibilities

A Customer Success Manager is focused on improving long-term customer retention by addressing customer issues, presenting product information and helping the sales team with upsells and renewals. As a SaaS organisation, Electrum's customers rely on us to be experts in our field and manage their systems as if they were our own. Being our customers' Electrum champion and their first point of contact, you will:

  • Serve as the primary point of contact for clients, working closely with them to understand their needs, goals, and objectives to help them achieve success with our platform and services.
  • Collaborate with cross-functional teams including product, engineering, and sales, to ensure that clients receive exceptional support and service.
  • Develop and maintain strong relationships with clients, serving as a trusted advisor and advocate.
  • Monitor and analyze customer usage data to identify opportunities for growth and expansion.
  • Build awareness of our customer's roadmap and Electrum's product offering
  • Improve net revenue retention by maintaining and increasing monthly revenues and mitigating churn by proactively identifying and addressing customer concerns or issues.
  • Communicate product updates and new features to clients, ensuring they are aware of and utilizing all available resources.
  • Act as a liaison between clients and internal teams, advocating for the customer and ensuring their needs are met.
  • Develop and deliver customer success metrics and reporting to management to demonstrate the value of our platform and services.

Requirements

  • Bachelor's degree in technology or business
  • 5+ years proven work experience as Customer Success Manager or a similar role within the enterprise software industry
  • Experience in handling multiple large customer accounts simultaneously
  • A proven track record of limiting churn in customer accounts and improving growth
  • Knowledge of customer success processes

Increase Your Odds by Having:

  • Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
  • Analytical mindset and ability to interpret data to drive insights and actions.
  • Proactive and customer-focused approach, with a commitment to delivering exceptional experiences.
  • Deep empathy for customers balanced with the interests of Electrum
  • Passion for service improvement
  • The ability to work independently with a high degree of autonomy
  • Strong problem solving and communication (written and verbal) skills
  • Accountability and level headedness
  • Ability to integrate data from different sources and present in a meaningful way
  • Ability to position technical solutions in a business context
  • Having experience in the Payments industry (advantageous)
  • Having a proven track record of improving net revenue retention (advantageous)

Benefits

We have created an high-performance culture where you can expect:

  • Career growth - Delivering world-class financial services software products in a fast-paced company is not easy, and it takes an insane amount of effort. But in return for your effort you'll get hands-on experience working on products that are used by millions of people, and a high quality work experience that will accelerate your career faster than anywhere else.
  • Transparency - We openly discuss strategy, finances, salaries and other major decisions.
  • Autonomy - We know you'll be able to make good decisions if you have good information, and we trust you.
  • Shared Vision - You'll be able to shape a vision you can believe in - on how to build the future of financial services.
  • Work-life balance - You know when your brain has switched off for the day and you need to go for a hike or coffee shop with a view, but you also know when your team needs help to bring that strategic deliverable home. At Electrum you will be expected to know when you deserve that time out, and when you need to knuckle down and get the work done.

These are few practical ways we practise the culture we are so proud of:

  • Flexible work hours
  • Onsite gym and shower facilities
  • Daily cooked lunches and a stocked kitchen for the afternoon nibbles
  • Team socialising like hikes, getaways, and dinners
  • A generous leave policy, starting at 20 days per year
  • A recreational area with foosball, table tennis and an Oculus
  • Fatsaks scattered around the office for deep thinking or meditation

If this sounds like a role and place where you can spread your wings, please apply now.

We have created a safe, transparent environment where:

  • We know mistakes happen, and that's okay. We even have a three-step approach to dealing with them:
  1. Tell everyone about it
  2. Fix the mistake
  3. Tell everyone about the solution
  • You are responsible for your actions – both the successes and the failures
  • We talk openly about salaries and bonuses. At Electrum, we believe it's evident why some people earn more and others a bit less. It's like being on a sports team where salaries are widely known.

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Aerobotics Full time

    Customer Success Manager : Europe and LatamWe are looking for a Customer Success Manager : Europe and Latam to join our Customer Success Team in Cape Town.About AeroboticsOur mission is to provide intelligent tools to feed the world. We do this by providing tree and fruit insights to growers in 18 countries around the world, enabled by drone imagery and...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Redherd Full time

    Our client is a South African based security vendor with a global reach and customers in the highest spheres of technology and innovation. They provide real-time reporting on adversaries interacting with your networks or snooping around your infrastructure, allowing you to identify and defend against attacks. They are extremely vested in the global security...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Electrum Payments Full time

    If you are business-minded with a customer-first attitude, are committed to building long-term, trusted relationships with customers and team members, and have B2B experience in enterprise software industry then Electrum's customer success manager role will be perfect for you. You will nurture customer loyalty and guide customers to realise success from our...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa CM Full time

    All tech stuff, but we believe people make the difference. And that is exactly what our bright bunch of ambitious caring colleagues do. Every day. Together. Entrepreneurial people are the beating heart of our club. And this way, we can take on any challenge that comes our way.Our credo has been the same since the beginning in 1999: "Do what you like, do what...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Electrum Payments Full time

    Electrum is an exciting B2B tech company. We partner with some of South Africa's biggest household names, enabling them to open up their customers' access to payments and digital goods and services. We love that the projects we work on touch the lives of millions of South Africans every day, making a real difference. We hire the best of the best and we offer...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa KnowBe4 Full time

    About KnowBe4KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.Fortune has...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Graylink Full time

    Job Advert Summary:At graylink, our main focus is on ensuring the success of our clients. We are currently on the lookout for a Customer Success Manager to become a part of our team in Cape Town.You will be responsible for overseeing a global portfolio of medium to large-sized clients and assisting them in achieving superior recruitment outcomes with the...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Impact Full time

    Our Company:Are you a natural relationship builder? Do you have a passion for MarTech and are excited at the opportunity to strategize, build and promote next-level Advocacy programs? Do you have a background in marketing and want to make a change to be more customer facing? We think this could be the opportunity for youIn this role you will take your...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Fiskal Finance Full time

    As a Customer Success Manager, you will be working closely with clients to build sustainable and long lasting relationships, with an exceptional customer experience, ensuring that we meet our service level agreements and be the glue between clients and technical team members. This position offers a unique opportunity for Customer Success Managers to expand...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa HANGAR49 Full time

    The Hangar49 team is looking for a Customer Success Manager who is a natural people person and excellent at building and nurturing client relationships. The Customer Success Manager will be responsible for owning the client lifecycle from onboarding of new clients as well as managing and growing client relationships. The customer success manager is...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Parvana Strategic Sourcing Full time

    Client Details:Our client is a highly successful FinTech company that works with major banks, retailers and MNO's to find better ways to transact. They bring together committed people dedicated to delivering innovative enterprise solutions that help their customers contribute to economic growth. As a vibrant and innovative company, they deliver...

  • Customer Success Manager

    2 months ago

    Cape Town, Western Cape, South Africa Impact Full time

    Impact's job vacancy, Career and RecruitmentJob title : Customer Success Manager (Affiliate & Influencer) jobs in Western CapeJob Location : Western Cape, Cape TownDeadline : May 22, 2024Quick Recommended LinksJobs by LocationJob by industries What You'll Do:Delivering world-class support to our top clients.Maintain a balanced proactive/reactive relationship...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Lotus HR & Recruitment Full time

    Our client, a leading software and solutions developing company, specifically catering to the hospitality sector, seeks to employ a vibrant, customer service centric candidate to join this progressive and expanding professional team.Please note that this role is fully remote and the ideal candidate will reside in either Johannesburg or Cape Town, and be able...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa 2U Full time

    At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world's leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to...

  • Customer Success Specialist

    1 week ago

    Cape Town, Western Cape, South Africa Massive Diamonds Marketing Full time

    We're looking for a proactive and customer-oriented Customer Success Specialist to join our dynamic team.In this role, you'll be instrumental in onboarding new customers and ensuring they receive the full benefits of our product.Your responsibilities will include managing the implementation process, being the go-to contact for customer inquiries, configuring...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa HANGAR49 Full time

    The Top Priorities for the Role:TO MANAGE YOUR OWN CLIENT LIFECYCLE, WHICH IS BROKEN UP INTO 4 KEY AREAS:ONBOARD OUR CLIENTS, by building trust and demonstrating excellence SUCCESSFULLY RUN 6 WEEK "FLIGHT PLANS" (AGILE SPRINTS) PER CLIENT this involves understanding who they want to target, build this data, collaborating with the greater client team &...

  • Head of Customer Success

    1 week ago

    Cape Town, Western Cape, South Africa Luno Full time

    About the team:Luno's Customer Success team is on the mission to ensure that we continue to be the most welcoming and trusted place on the planet to safely buy, sell, store, and use crypto. With the help of leading technology, our experienced multi-disciplined team ensures we carefully design a customer support experience that guides and delights our...

  • Director: Customer Success

    1 week ago

    Cape Town, Western Cape, South Africa Clickatell Full time

    We Are Setting The PaceClickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need people who can understand the bigger picture and who connect the dots to achieve success. In our agile and demanding environment, you will have to...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa 2U Full time

    At 2U, we are all in on purpose. We are motivated by our mission - to eliminate the back row in education - and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world's leading online learning platform, 2U powers more than 4,000 online higher education offerings - from free courses to full...

  • Customer Success Consultant

    1 week ago

    Cape Town, Western Cape, South Africa Emporium Human Capital Full time

    Customer Success Consultant (POS24087)Somerset WestR18 000 to R 23 000Requirements Youre passionate about great customer experience, making complex things simple, all while improving our clients lives in the process 1+ years of experience in an account management, customer success or online training in the software industry A track record in property...