Customer Success Strategist

3 days ago

Cape Town, Western Cape, South Africa Boldrimpact Full time

At Boldrimpact, a leading Customer Lifecycle Marketing platform, we're driving the Customer-led Growth (CLG) movement. Our innovative journey tracking, automation, insights, and predictions empower companies to focus on their customer base, attributing growth to strategic customer activations. Trusted by top marketing teams globally, we help them shift from simply driving demand to directly impacting growth.

Position Overview:

We're seeking a highly skilled Senior Customer Success Manager with 5+ years of experience in a SaaS B2B environment. This role is ideal for those with a background in customer success or seasoned Customer Marketers aiming to transition into a customer success position. The ideal candidate will act as a consultant and trusted advisor, nurturing client relationships and ensuring customer satisfaction and retention.

Key Responsibilities:

  1. Develop and maintain strong relationships with customers, providing expert guidance and support.
  2. Collaborate with clients to create tailored marketing strategies and campaigns, delivering best practices and innovative solutions.
  3. Conduct regular check-ins to review progress, identify areas for improvement, and ensure maximum platform value.
  4. Offer continuous support, training, and problem-solving assistance to customers facing technical or strategic challenges.
  5. Collect customer feedback and advocate for client needs internally, collaborating with product teams for improvements.
  6. Monitor customer health metrics, proactively addressing issues to ensure high satisfaction and retention.
  7. Partner with sales and marketing teams to identify opportunities for expansion, cross-selling, and upselling to drive growth.

Requirements:

  1. Minimum 5+ years of experience in a SaaS B2B environment in customer success or a related role.
  2. Exceptional consulting and relationship-building skills, with the ability to engage effectively and provide strategic advice.
  3. Excellent written and spoken communication skills, capable of conveying complex ideas clearly.
  4. Strong analytical skills, problem-solving abilities, and a data-driven mindset.
  5. Experience managing multiple client relationships and multitasking in a dynamic environment.
  6. Familiarity with customer marketing technologies, methodologies, and best practices is a plus.
  7. Independent, proactive work ethic with a collaborative approach.
  8. Bachelor's degree in marketing, business, or a related field.
  9. Proficiency with MS Office; familiarity with CRM software (e.g., HubSpot) is a bonus.

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