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 your knowledge and experience in building successful customer marketing programs out to the masses and help them grow their business. You will have a massive impact on our entire customer base by expertly advising them on building best in class referral and rewards marketing programs using our SaaS platform.

This role will enable you to bring your skills, knowledge, and experience to hundreds of people across a broad set of B2B and D2C industries that our customers represent.

As the Customer Success Manager, you will be the trusted advisor to our customers and are ultimately responsible for maximizing the value our clients derive from using the platform. You will lead strategic conversations with clients and help them achieve their business goals. You will be the voice of the client internally, ensuring the team fully understands client needs, trends, challenges and success stories.

**What You'll Do**:

- Provide a 'best in class' client experience through all phases of the client lifecycle, from implementation to annual renewals
- Provide guidance in best practices and improvements, to our clients and to other members of the Customer Success team
- Analyze successful client programs to develop and update our best practices
- Take responsibility for delivering and communicating ROI for your clients, influencing lifetime value through high product adoption, client satisfaction, and overall NPS scores
- Understand your client's performance KPIs, anticipate their next steps, and provide them with guidance towards their desired outcome, continuously identifying individual optimization potential and develop concepts for implementation
- Identify and nurture growth of our platform's value within our client base
- Participate in the onboarding of clients as their relationship manager and point person on marketing and program strategies that will lead to a successful program launch
- Collaborate internally to be the voice of the client across other departments such as sales, product, marketing and operations
- Build and foster partnership style relationships with our clients business leaders and marketing leads that are responsible for their program
- Own the lifetime relationships with our biggest clients

**What You Have**:

- Experience in creating successful Advocacy or Customer Marketing programs such as Referral, Loyalty, and others that promote growth through your client base
- Ability to articulate Marketing concepts, value propositions, ROI, and recommendations clearly and compellingly to customers
- Solid understanding of Customer Marketing and Advocacy programs, product led growth
- Previous experience within a SaaS Customer Success team -MarTech and/or Advocacy space is an asset
- A proven drive to build long lasting business relationships
- Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses
- Proven ability to be an assertive problem-solver and proactive relationship manager who can respond quickly to customer needs, anticipate issues, and resolve these in advance where possible
- Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
- High level of resilience and a positive attitude when faced with adversity
- Negotiation talents through experience or schooling is beneficial to the role
- Bachelor's/College Degree in Business, Marketing, Information Technology, Engineering, or equivalent working experience

**Nice to have**:
***Affiliate & Partnerships Industry Fundamentals Certification** by PXA**:
**Benefits**:

- **Hybrid, Casual work environment**:

- **Responsible PTO policy**
- Take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
- **Training & Development**
- Learning the advanced partnership automation products
- **Medical Aid and Provident Fund**
- Group schemes with Discovery & Bonitas for medical aid
- Group scheme with Momentum for provident fund
- **Restricted Stock Units**
- 3-year vesting schedule pending Board approval
- **Internet Allowance**

**Fitness club fee reimbursements**Technology stipend**

**#LI-NK1

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