Customer Success Manager

7 days 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 will play a vital role in ensuring our customers have an exceptional experience with Join It. This is a remote position supporting GMT working hours.

**Responsibilities**:

- **Resolve customer issues**: Analyze problems, identify root causes, and guide customers to solutions. Resolve technical, account, and billing inquiries effectively.
- **Proactive issue identification**: Spot trends in customer inquiries and escalate potential product or process improvements to prevent recurring issues.
- **Improve support processes**: Contribute to team discussions and optimize workflows for enhanced efficiency and customer satisfaction.
- **Maintain Help Center resources**: Create and update clear, helpful articles for common customer questions.
- **Cultivate key accounts**: Build relationships with high-value customers through proactive outreach and personalized support.
- **Stay up-to-date**: Continuously learn about new product features and platform updates to provide accurate support.
- **Collaborate cross-functionally**: Share customer feedback with internal teams to drive product improvements and address customer needs.

**Qualifications**:

- 5+ years of experience in a customer support role, preferably within a SaaS environment.
- Proven ability to work independently and manage time effectively in a remote setting.
- Excellent written and verbal communication skills.
- Strong problem-solving and analytical skills.
- Experience with help desk software and other customer support tools.
- A passion for customer satisfaction and a commitment to going the extra mile.
- Experience in creating and maintaining help center documentation.
- Ability to thrive in a fast-paced environment and handle pressure with grace.

**Benefits**:

- Remote working.
- Competitive wage and benefits.
- Opportunity to work with a fast growing SaaS platform.
- Collaborative and supportive team environment.
- Potential for professional growth and development.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pay: R40 000,00 - R55 000,00 per month



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