Customer Success Manager

1 week ago


Cape Town, South Africa RoomRaccoon Full time

Room Raccoon
Room Raccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system.
Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa.

Title: Customer Success Manager
Type: On-site
Terms: Full-time

Language: English
Location: Only considering applications based in South Africa (Cape Town)

Your North Star
You will be responsible for helping our existing customers in the English market to leverage the full power of Room Raccoon by upselling a range of upgrades. These upgrades range from our own premium services including automated customer upselling and entry-level revenue management to integrations with an extensive marketplace of connectivity partners covering accounting automation, point of sale, door lock, third party revenue management software and much, much more.

Day in the life of the Customer Success Manager
Product and Market Knowledge

- Identify upsell opportunities by understanding customers' evolving needs and objectives.
- Collaborate with the sales team to develop tailored proposals and strategies for expanding customer usage.
- Deliver demos of Raccoon Pay and showcase additional benefits to interested hoteliers.
- Develop a comprehensive understanding of our product suite, competitor offerings, and pricing.

Customer Engagement and Relationship Building

- Proactively engage with hoteliers to understand their business goals, challenges, and objectives.
- Serve as the primary point of contact, fostering strong relationships with key stakeholders.
- Conduct regular check-ins and reviews with customers to monitor progress and satisfaction levels.
- Identify opportunities to optimize and enhance hoteliers' experiences based on feedback and usage patterns.
- Provide training and educational resources to empower hoteliers to maximize our products.

Customer Retention Strategies

- Develop and execute strategies to proactively address customer concerns and mitigate churn risks.

Key skills:

- Non- negotiable: Fluent English
- 2+ years of work experience in a similar role

- Hotel experience
- Experience with upselling & cross-selling
- Patient and empathetic towards customers, but naturally able to lead a conversation, deal with emotions and not afraid to upsell
- Motivated working in a high-tech, fast-paced, entrepreneurial environment, requiring strong prioritisation abilities

Beneficial skills

- Saa S experience is advantageous

How to be successful as the Customer Success Manager

- Organisation & Planning
- Attention to detail
- Self-Motivated
- Stress Management
- Team Player

Perks:

- Free Food Fridays
- Mac Environment
- Incentive Based Commission
- Formal Training Budget
- Annual Hotel Experience
- Equity
- Birthday & Christmas Vouchers

- Medical Aid Contribution

Disclaimer: Thanks so much for your excitement about joining Room Raccoon We’re lucky to have so many talented people eager to be part of our team, so we’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—but don’t be discouraged Keep an eye on our careers page, and we’d love for you to apply for roles that fit your talents in the future



  • Cape Town, Western Cape, South Africa Success Coach Full time

    We are seeking a highly skilled and experienced Business Development Strategist to join our team at Success Coach.As a Business Development Strategist, you will play a key role in generating new leads, converting them into sales, and building strong customer relationships. You will work closely with the business owner to identify opportunities and grow our...


  • Cape Town, South Africa Redherd Full time

    Our client is a South African based security vendor with a global reach and customers in the highest spheres of technology and innovation. They provide real-time reporting on adversaries interacting with your networks or snooping around your infrastructure, allowing you to identify and defend against attacks. They are extremely vested in the global security...


  • Cape Town, Western Cape, South Africa Armstrong Appointments Full time

    We are seeking a seasoned Customer Success Manager to lead our customer support and success efforts. As a key member of our team, you will be responsible for managing customer relationships, identifying opportunities for growth, and developing strategies to drive customer satisfaction.Main Responsibilities:Develop and implement customer success strategies to...


  • Cape Town, South Africa Electrum Payments Full time

    Electrum is the next-generation payments technology company that provides cloud-native software to optimise the processing of financial transactions. Since 2012, we have established ourselves as a respected payments technology partner through our deep expertise and track record in delivering trusted enterprise-grade payments solutions. We’ve built a...


  • Cape Town, South Africa Electrum Payments Full time

    Electrum is the next-generation payments technology company that provides cloud-native software to optimise the processing of financial transactions. Since 2012, we have established ourselves as a respected payments technology partner through our deep expertise and track record in delivering trusted enterprise-grade payments solutions. We’ve built a...


  • Cape Town, South Africa Electrum Payments Full time

    Electrum is the next-generation payments technology company that provides cloud-native software to optimise the processing of financial transactions. Since 2012, we have established ourselves as a respected payments technology partner through our deep expertise and track record in delivering trusted enterprise-grade payments solutions.We’ve built a...


  • Cape Town, South Africa RoomRaccoon Full time

    Room Raccoon Room Raccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system. Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa. Title: Customer Success Manager Type: On-site Terms:...


  • Cape Town, South Africa Electrum Payments Full time

    Electrum is an exciting B2B tech company. We partner with some of South Africa’s biggest household names, enabling them to open up their customers’ access to payments and digital goods and services. We love that the projects we work on touch the lives of millions of South Africans every day, making a real difference. - We hire the best of the best and we...


  • 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...


  • Cape Town, South Africa PST.AG Full time

    Develop and maintain strong relationships with key clients, serving as their trusted advisor and primary point of contact for all inquiries, issues, and escalations. Collaborate with clients to understand their business objectives, challenges, and requirements, and provide tailored recommendations on how our customs data and software solutions can address...


  • 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...


  • Cape Town, Western Cape, South Africa Electrum Payments Full time

    Electrum Payments: Unlocking Customer SuccessElectrum Payments is a leading provider of cloud-native software solutions for optimizing financial transactions. As a Customer Success Manager, you will play a pivotal role in ensuring our clients achieve their desired outcomes and successfully utilize our SaaS fintech product.Key Responsibilities:Develop and...


  • Cape Town, South Africa Fiskal Finance Full time

    As a Customer Success Manager, you will be working closely with clients to build sustainable and long lasting relationships, with an exceptional customer experience, ensuring that we meet our service level agreements and be the glue between clients and technical team members. This position offers a unique opportunity for Customer Success Managers to expand...


  • Cape Town, South Africa The Legends Agency Full time

    Job Title: Customer Success Manager Location: Cape Town CBD (Foreshore CBD) Company: UK Healthcare SAAS provider Working Hours: 09:00 5:30 (UK ) About Us: Our client is an innovative platform dedicated to enhancing user experience through exceptional services. Our focus on customer satisfaction drives everything we do, and we aim to build strong, lasting...


  • Cape Town, South Africa DigiCert, Inc. Full time

    at DigiCert Cape Town ABOUT DIGICERT We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded...


  • Cape Town, South Africa DigiCert, Inc. Full time

    at DigiCert Cape Town ABOUT DIGICERT We’re a leading, global security authority that’s disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world’s largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to little things like surgically embedded...


  • Cape Town, South Africa Pure Placements (PTY) LTD Full time

    **Salary and Benefits** Basic - R25k - R30k pm + commission Medical Aid | Group Risk | Funeral Policy | Access to the Planet Fitness Gym | Staff Meals x 3 Daily Probation Period - 6 months (Benefits listed above activate after 3 months) **Job Summary**: **Key Responsibilities**: Build and maintain strong relationships with clients through regular...


  • Cape Town, South Africa CtrlFleet Pty Ltd Full time

    **Overview**: As the Customer Success Lead at CtrlFleet, you will be pivotal in ensuring that our clients experience a seamless onboarding process, gain maximum value from our software, and receive ongoing support. Your role will be to empower customers through training, support, and proactive engagement while overseeing a team of support specialists. You...


  • Cape Town, South Africa b2wise Full time

    **Job Summary**: The Junior Customer Success Manager is an entry-level role for individuals with a passion for customer satisfaction and a desire to grow within the field of customer success. This position involves supporting more experienced CSMs, interacting with clients, and contributing to the overall success and retention of customers. The Junior CSM...


  • Cape Town, Western Cape, South Africa Armstrong Appointments Full time

    Customer Success Operations Manager at Armstrong AppointmentsWe are seeking a seasoned Customer Success Operations Manager to lead our customer support, client success, and installation project management efforts. This role requires strong leadership and team management skills, as well as excellent communication and interpersonal abilities.Key...