Customer Success Manager

2 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 what you’re good at, and contribute”.

To help us achieve this mission we are looking for an experienced Customer Success Manager(CSM), who has a passion for technology in a fast-paced environment, with proven success in building strong customer relationships, while helping them achieve their business objectives.

**What you will do**
- Your interactions with the customer will be via multiple channels of communication, as well as in person.
- During the entire customer journey you will be nurturing multiple relationships with key stakeholders. As you gain a comprehensive understanding of the customers business, you will start to build a joint journey with the customer - This is never in isolation to the Sales Team, it is always a collective effort. This journey will cover 4 critical phases _ Adoption, Retention(Renewals), Expansion and ultimately Customer Advocacy.
- Part of the success in your role is reflected in onboarding a satisfied and successful customers.
- Continuous engagements to build strong relationships with cross functional Global Teams.
- Orientate and encourage customer feedback through post onboarding surveys, product surveys, NPS Score surveys. This is an important element.
- Identify potential upsell and cross sell through your engagement with the customer. At no point is Sales or CSM out of the communication loop - for the customer we are one account team.
- Proactively identify and communicate any risk in the account and manage through an agreed mitigation plan.

**You connect with us if you have**:

- Completed relevant Tertiary qualification
- 5+ years experience in Project management, Account management or Customer
- An appetite to learn and be part of a fast paced, for ever changing environment
- Independent and a mature approach to work
- Customer centricity is part of your DNA
- Experience working in a SaaS environment
- Experience working with Salesforce or Totango, is an advantage

**We offer**
- 22 days leave per annum
- Friday Lunch
- Medical aid contribution
- An employee stock purchase plan (ESPP) - a program in which participating employees can purchase company stocks at a discounted price.

We are transparent, humble, and approachable regardless of age, culture, background, gender, or religion e.g. Everyone is allowed backstage and allowed on the VIP deck, together.

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