Customer Success Manager

2 days ago

Cape Town, South Africa Practice Ignition Full time

**Who we are**:
Have you ever engaged an accountant or financial advisor and felt a little unsure in what you were purchasing? Practice Ignition is the world’s first client engagement and commerce platform for professional services businesses, with a key focus on financial services. We are on a mission to transform the way people do business together, sparking long-lasting relationships by putting businesses and their clients on the same page from the start. More clarity and less ambiguity for both sides. Win-win.

We are a high-growth, global SaaS organization with employees in Australia, US, Canada, UK, South Africa, New Zealand and the Philippines.

*
About the role: *
The Customer Success Manager (CSM) is responsible for helping Practice Ignition’s customers attain success in their business through their use of Practice Ignition. To achieve this, CSMs work closely with customers in their first 90 days to ensure they are satisfied with the services, and reach a level of user activity that ensures they remain engaged with our product. They provide technical support, customization, best practices and consultation in onboarding and implementation.

*
Role Location: *

*
What your day to day will look like: *

Providing first 90 day implementation assistance to all customers, including up to all of the following:

- Introduction to Practice Ignition
- One on one consultations, check in and advisory calls
- Delivery of wider team training presentations
- Support assistance and distribution of educational resources
- Workflow implementation sessions
- Live training webinar presentations
- SMART goals and strategy for onboarding
- Working to help customers meet key milestones towards adoption of Practice Ignition within first 90 days, including:

- Bringing clients on to the system
- Using the payment platform
- Utilizing new features and updates
- Continuing to use Practice Ignition
- Monitoring the health of customers through onboarding:

- Keeping track of usage/activity level within the app
- Monitoring at-risk clients (low engagement, low usage) to prevent churn
- Ensuring that customer data is up to date and accurate to ensure ongoing success beyond the CSM stage of the customer life cycle
- Following up with customers who’ve yet to book time with a CSM to ensure all customers have access to CSM onboarding
- Working with the global Customer Success team to continue to improve processes and aid one another’s development
Additional tasks:

- Monitor help desk and assist the support team to help keep our support metrics positive
- Assist in building out internal and external playbooks
- Monitor and post in the Facebook group as required
- Assist in production of CSM content (blog posts, best practice support articles, videos)
- Working with the wider Customer Experience team to deliver best practice webinars
**What you need to succeed**:

- Previous experience in a similar role is preferred
- Self-starter, proactive and ability to influence
- Proficiency with various computer software systems, such as Zapier, Slack, Zoom, Loom, ClientSuccess, Google Work, Atlassian, Intercom is preferred but not required
- Demonstrated success in meeting goals
- Ability to comfortably talk to others and build trust and rapport with customers and colleagues
- Good written and oral communication skills for creating professional documents and giving presentations
- Good time management and organizational skills
- Ability to take ownership and receive constructive feedback
- Willingness to travel to give presentations, attend conferences, trade shows and other events
**Why join us**:

- Founder led, global SaaS organization, in hyper growth mode and scaling fast
- We work without ego in a collaborative, open and transparent work culture
- Competitive salary and employee stock options from day 1
- 20 days accrued annual leave/vacation, along with 10 days of wellbeing days to take care of yourself and/or loved ones
- Annual education allowance to support your professional growth
- Curious and smart coworkers who won’t back down from a challenge
- Employee recognition program
- Quarterly wellness allowance to spend on your wellness and what this means to you
- Paid subscription to Headspace
- Home office reimbursement
- Personal tax return assistance - after all, we are in the accounting business
- Paid parental leave
- An extra paid day off to celebrate your birthday, alongside volunteering leave
- Monthly virtual social events
**Company Values**:
We are better everyday
We work without ego
We are smarter together
We hero our customer

Practice Ignition is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

  • Customer Success Manager

    4 days ago

    Cape Town, 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...

  • Customer Success Manager

    7 days ago

    Cape Town, Western Cape, South Africa PST Full time

    Develop and maintain strong relationships with key clients, serving as their trusted advisor and primary point of contact for all inquiries, issues, and escalations.Collaborate with clients to understand their business objectives, challenges, and requirements, and provide tailored recommendations on how our customs data and software solutions can address...

  • Customer Success Manager

    4 weeks ago

    Cape Town, South Africa CM.com 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...

  • Customer Success Manager

    2 weeks ago

    Cape Town, South Africa PST.AG Full time

    Develop and maintain strong relationships with key clients, serving as their trusted advisor and primary point of contact for all inquiries, issues, and escalations.Collaborate with clients to understand their business objectives, challenges, and requirements, and provide tailored recommendations on how our customs data and software solutions can address...

  • Customer Success Manager

    2 weeks ago

    Cape Town, South Africa PST.AG Full time

    Develop and maintain strong relationships with key clients, serving as their trusted advisor and primary point of contact for all inquiries, issues, and escalations. Collaborate with clients to understand their business objectives, challenges, and requirements, and provide tailored recommendations on how our customs data and software solutions can address...

  • Customer Success Manager

    4 weeks ago

    Cape Town, 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

    2 days ago

    Cape Town, South Africa Clickatell Full time

    We Are Setting The Pace Clickatell 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, South Africa Impact Full time

    **Our Company**: If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world then this is the place for you. If you have a desire to work in an organisation that is: - Passionate about its people - Focused on delivering the very best tech to our...

  • Customer Success Manager

    2 weeks ago

    Cape Town, South Africa Keen Full time

    **About Keen**: Welcome to Keen, where art meets science. We’re more than just another service provider or outsourcing company—we act as an integral extension of our clients’ teams and business goals. Our team of tastemakers specializes in digital marketing, creative, and customer experience, driving growth for global brands. **Our vision is...

  • Customer Success Director

    3 days ago

    Cape Town, Western Cape, South Africa graylink Full time

    At graylink, we are a leading technology provider delivering innovative recruitment and talent software solutions to private corporate and public sector customers. We are growing rapidly and looking for a strategic Customer Success Director to head up our Account Management and Client Success team.This role involves developing and executing strategies that...

  • Customer Success Manager

    1 day ago

    Cape Town, 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...

  • Customer Success Accelerator

    29 minutes ago

    Cape Town, Western Cape, South Africa Talent Sam Full time

    Talent Sam is seeking a Customer Success Accelerator to drive business growth and expand our customer base. As a Customer Success Accelerator, you will be responsible for identifying and generating new business opportunities that meet our company goals.About the RoleThe successful candidate will work closely with our sales team to support them in identifying...

  • Customer Success Strategist

    11 minutes ago

    Cape Town, Western Cape, South Africa Talent Shore Full time

    Talent Shore is a rapidly growing recruitment technology company that provides support to talented and ambitious recruiters.We offer a unique opportunity for a Customer Success Manager to join our team and help drive business growth through exceptional customer support.Key ResponsibilitiesDevelop and implement a scalable customer support strategyDeliver a...

  • Customer Service Success Manager

    7 days ago

    Cape Town, Western Cape, South Africa Orange Recruiting Full time

    Requirements:Degree in Business, Marketing, Supply Chain, Logistics or similar (not negotiable)Proven experience at least 2 years in customer success, account management or similarExcellent communication and interpersonal skillsStrong problem solving and conflict resolution abilitiesFamiliarity with CRM softwareDue to requirements for Australia the candidate...

  • Customer Success Consultant

    1 week ago

    Cape Town, Western Cape, South Africa RareCruit Full time

    We are looking for enthusiastic, self-disciplined and dedicated people's person who are interested in property management & software solutions and have extensive rental experience and knowledge.Roles:Customer Success Consultants must know the company's products inside out. They are often called upon to provide support to clients to be able to provide...

  • Customer Success Strategist

    17 hours ago

    Cape Town, Western Cape, South Africa MTN South Africa Full time

    MTN South Africa is seeking a highly skilled Customer Success Strategist to join our team.About the Role:The Customer Success Strategist will be responsible for developing and implementing operational and promotional plans to drive revenue growth within assigned accounts.This role requires a strong understanding of the telecom industry, with a focus on...

  • Digital Customer Success Manager

    2 weeks ago

    Cape Town, South Africa LSEG (London Stock Exchange Group) Full time

    Position Summary This is a post-sales role which drives commercial value creation through adoption of Risk solutions purchased by the customer to achieve revenue retention and customer engagement. The Digital Customer Success Manager plays a key role in enhancing customer experience by leveraging a network of experts across LSEG along with an at scale...

  • Customer Success

    6 hours ago

    Cape Town, South Africa Now Novel Full time

    We are hiring someone to help with customer service across a number of communication channels. You’ll need to help answer questions, process changes to subscriptions and help customers with any challenges with their writing or with using the Now Novel tools. You will host regular webinars to provide onboarding to new subscribers. Tasks - Offering...

  • Customer Success Consultant

    3 weeks ago

    Cape Town, South Africa RareCruit Full time

    We are looking for enthusiastic, self-disciplined and dedicated people's person who are interested in property management & software solutions and have extensive rental experience and knowledge.Roles:Customer Success Consultants must know the company's products inside out. They are often called upon to provide support to clients to be able to provide...

  • Digital Customer Success Manager

    4 weeks ago

    Cape Town, South Africa LSEG (London Stock Exchange Group) Full time

    WE ARE LOOKING FOR A NEW TEAM MEMBER! JOIN US! Our terrific Customer Success Team in South Africa has an open position to join us located Cape Town. This is a post-sales role which drives commercial value creation through adoption of Risk solutions purchased by the customer to achieve revenue retention and customer engagement. The Digital Customer Success...