Customer Success Manager

6 months ago

Cape Town, 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.

**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
- On

  • Business Development Strategist for Success Coach

    1 month ago

    Cape Town, Western Cape, South Africa Success Coach Full time

    We are seeking a highly skilled and experienced Business Development Strategist to join our team at Success Coach.As a Business Development Strategist, you will play a key role in generating new leads, converting them into sales, and building strong customer relationships. You will work closely with the business owner to identify opportunities and grow our...

  • Customer Success Manager

    6 months ago

    Cape Town, 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

    2 months ago

    Cape Town, South Africa Electrum Payments Full time

    Electrum is the next-generation payments technology company that provides cloud-native software to optimise the processing of financial transactions. Since 2012, we have established ourselves as a respected payments technology partner through our deep expertise and track record in delivering trusted enterprise-grade payments solutions. We’ve built a...

  • Customer Success Manager

    3 weeks ago

    Cape Town, South Africa Electrum Full time

    Electrum is the next-generation payments technology company that provides cloud-native software to optimise the processing of financial transactions. Since 2012, we have established ourselves as a respected payments technology partner through our deep expertise and track record in delivering trusted enterprise-grade payments solutions. We’ve built a...

  • Customer Success Manager

    2 months ago

    Cape Town, South Africa Electrum Payments Full time

    Electrum is the next-generation payments technology company that provides cloud-native software to optimise the processing of financial transactions. Since 2012, we have established ourselves as a respected payments technology partner through our deep expertise and track record in delivering trusted enterprise-grade payments solutions.We’ve built a...

  • Customer Success Manager

    7 months 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

    3 months 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

    3 weeks ago

    Cape Town, South Africa Join It Full time

    **Customer Success Manager - Join It [Remote]** **Join It** is a fast growing SaaS Membership management software that enables organizations to effectively keep track, manage, and grow their community. We are looking for an experienced and passionate Customer Success Manager to join our growing team. As a key member of our Customer Success department, you...

  • Customer Success Manager

    4 days ago

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

    Emporium Human Capital Job OpportunityWe are looking for a skilled Customer Success Manager to join our team. The ideal candidate will have a strong background in Accounting and excellent communication skills.The successful candidate will be responsible for creating and managing training plans with customers, reporting on training progress, and working...

  • Customer Success Manager

    6 months ago

    Cape Town, South Africa Impact.com 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 you! In this role you will take...

  • Customer Success Manager

    1 month ago

    Cape Town, South Africa RoomRaccoon Full time

    Room Raccoon Room Raccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system. Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa. Title: Customer Success Manager Type: On-site Terms:...

  • Customer Success Manager

    8 months 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 months ago

    Cape Town, South Africa The Legends Agency Full time

    Job Title: Customer Success Manager Location: Cape Town CBD (Foreshore CBD) Company: UK Healthcare SAAS provider Working Hours: 09:00 5:30 (UK ) About Us: Our client is an innovative platform dedicated to enhancing user experience through exceptional services. Our focus on customer satisfaction drives everything we do, and we aim to build strong, lasting...

  • Customer Success Manager

    6 months ago

    Cape Town, South Africa DigiCert, Inc. Full time

    at DigiCert Cape Town ABOUT DIGICERT We’re a leading, global security authority that’s disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world’s largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to little things like surgically embedded...

  • Customer Success Manager

    7 months ago

    Cape Town, South Africa DigiCert, Inc. Full time

    at DigiCert Cape Town ABOUT DIGICERT We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded...

  • Customer Success Manager

    4 weeks ago

    City of Cape Town, South Africa VHRS Full time

    The Company: Rather.chat Role Name: Customer Success Manager Location: Cape Town Job Type: Full-Time Role summary: We are seeking a motivated and proactive Customer Success Manager to join our team. This role will focus on supporting the Head of Customer Success in establishing and refining best practices, enhancing partner satisfaction, and ensuring...

  • Customer Success Manager

    7 months ago

    Cape Town, South Africa Pure Placements (PTY) LTD Full time

    **Salary and Benefits** Basic - R25k - R30k pm + commission Medical Aid | Group Risk | Funeral Policy | Access to the Planet Fitness Gym | Staff Meals x 3 Daily Probation Period - 6 months (Benefits listed above activate after 3 months) **Job Summary**: **Key Responsibilities**: Build and maintain strong relationships with clients through regular...

  • Customer Success Manager

    3 months ago

    Cape Town, South Africa CtrlFleet Pty Ltd Full time

    **Overview**: As the Customer Success Lead at CtrlFleet, you will be pivotal in ensuring that our clients experience a seamless onboarding process, gain maximum value from our software, and receive ongoing support. Your role will be to empower customers through training, support, and proactive engagement while overseeing a team of support specialists. You...

  • Customer Success Operations Manager

    1 week ago

    Cape Town, Western Cape, South Africa VHRS Full time

    About the RoleWe are seeking a highly motivated and proactive Customer Success Operations Manager to join our team at VHRS. Located in Cape Town, this role will focus on supporting the Head of Customer Success in establishing and refining best practices, enhancing partner satisfaction, and ensuring operational excellence.Daily Responsibilities- Assist the...

  • Junior Customer Success Manager

    4 months ago

    Cape Town, South Africa b2wise Full time

    **Job Summary**: The Junior Customer Success Manager is an entry-level role for individuals with a passion for customer satisfaction and a desire to grow within the field of customer success. This position involves supporting more experienced CSMs, interacting with clients, and contributing to the overall success and retention of customers. The Junior CSM...