Senior Customer Success Manager

2 weeks ago

Cape Town, South Africa Vera Solutions Full time

Location: Cape Town
- Base Salary: R854,900 per year
- Check out our values-driven benefits below
- Join our innovative, global team using technology to transform the way the social sector engages with data. We run on passion, blending diverse skill sets and experiences with a collective mission to help organizations tackle challenges and achieve greater impact. We encourage all staff to push their own boundaries and drive the company in exciting new directions. As a social enterprise, we reinvest a majority of our profits in our growth and continued pursuit of our mission and vision.

**Position Overview**:
The Senior Customer Success Manager (SCSM) will have the opportunity to design, build, and grow a Customer Success team within the Business Development department to help drive Vera’s retention of clients and reputation for exceptional customer satisfaction. The SCSM will lead customer success initiatives, keep our team focused on customer outcomes, and play a central role in directing the future of the Amp Impact product. The SCSM will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies to support social sector organizations on powering progress towards the Sustainable Development Goals. The SCSM will lead the development of Vera’s client impact reporting process, in order to continue to amplify the impact of the social sector.

**Primary Responsibilities**:

- Build and launch Customer Success strategy at Vera
- Build and manage Vera’s customer success team of Customer Success Managers
- Be the trusted partner for our client relationships
- Define client impact report templates and dashboards
- Ensure clients see long term value in Vera’s offerings
- Client renewals and upsells
- Monitor Salesforce roadmap to provide feedback to Vera teams
- Learn the product roadmap, understanding current functionality and future offerings
- Ensure feedback from clients is efficiently funneled into Product roadmap
- Collaborate with Product and Engineering teams to determine upgrade strategies
- Collaborate with Service Delivery teams to ensure successful long-term engagement
- Collaborate with Account Managers to manage growth with existing accounts
- Collaborate with Project implementation teams to ensure successful project delivery

**Qualifications and Experience**:
**Required**:

- 3-5 years experience in a customer success role in a SaaS company; at least 5 years professional experience
- 1-3 years experience working with Salesforce, preferably as an admin or consultant
- Experience leading customer success teams
- Experience creating processes and devising strategies to ensure Customer Success across a portfolio of enterprise accounts
- Experience working with complex, multi-divisional, multi-geographical clients
- Excellent written and verbal communication and relational skills; ability to lead technical conversations
- Empathetic, positive attitude with a desire to to help our clients reach their goals
- Success working with cross-functional teams
- Passion for mentoring, team growth, and supporting social impact organizations
- Self-starter who is willing to go the extra mile with a strong work ethic; disciplined and resourceful
- Written and verbal fluency in English

**Desired**:

- Relevant digital transformation experience in the nonprofit sector
- Experience working in a social impact organization
- Experience working in sales and/or delivery of digital transformation projects
- Fluency/proficiency in additional language(s)
- Relevant Salesforce certifications or credentials
- Familiarity with Amp Impact

**Compensation & Benefits**:
Vera Solutions offers competitive compensation (including benefits), commensurate with experience and cost of living.

**Paid Time Off**:
38 days of paid leave each year, including local and company-wide holidays and a December break.

**Health Care**:
Vera covers 100% of medical, dental, and visual plan premiums.

**Phantom Equity**:
All staff participate in Vera’s phantom equity plan.

**Wellness Leave**:
We do not cap sick leave. If you’re sick, we hope you get better

**Retirement**:
Vera offers a retirement plan and contribution matching to all of its staff.

**Getaway Benefit**:
An annual stipend to spend on travel and physical, emotional, and mental well-being.

**Student Loans**:
To help employees with outstanding student loans, Vera offers a Student Loan Benefit.

**Child Benefit**:
In addition to robust paid parental leave, Vera assists with the costs of child care.

**How to Apply**:

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