Customer Success

2 days ago

Cape Town, Western Cape, South Africa The Legends Agency Full time


Customer Success - Retention Specialist
Location: Cape Town
Salary: R25,000 R33,000 per month

About the Role

We are seeking a highly driven and experienced Customer Success - Retention Specialist to join our growing team in Cape Town. In this role, you will be responsible for retaining and re-engaging UK-based clients within the hair, beauty, wellness, and personal care sectors. Your mission is to reduce churn, deepen engagement, and ensure each partner realises the full value of our salon software solution.

You will be at the forefront of turning disengaged or hesitant clients into confident advocates through personalised consultation, strategic retention planning, and data-driven insights. Your expertise will help partners maximise their investment in the platform and set the foundation for long-term, successful relationships.

Key Responsibilities
Retention & Churn Prevention

  • Proactively identify at-risk clients by monitoring behaviour patterns, performance metrics, and account activity.

  • Conduct inbound and outbound calls with clients to re-engage, retain, and educate them on the value of the platform.

Client Relationship Management

  • Host digital meetings and consultations with UK-based partners to understand their business needs and challenges.

  • Tailor product solutions and training to support their unique goals and re-establish confidence in the platform.

Sales & Target Achievement

  • Deliver against retention KPIs, including calls made, meetings booked, and clients successfully retained.

  • Educate clients on how to optimise their return on investment and fully leverage available tools.

Strategic Insights & Feedback

  • Record all interactions and outcomes in Salesforce CRM.

  • Share insights with internal teams to help improve onboarding, engagement, and service delivery processes.

  • Track and report on performance trends to influence future retention campaigns and strategies.

Process Improvement & Innovation

  • Work cross-functionally with Marketing, Sales, and Account Management to develop and trial new retention strategies.

  • Actively contribute to refining client journeys by identifying common issues and helping prevent them at earlier stages.

What Were Looking For
Experience

  • 3-5 years in client retention, account management, or customer success (preferably B2B).

  • Experience working with UK clients or international markets is essential.

  • Background in SaaS, marketing services, digital platforms, or subscription-based businesses is a strong plus.

Skills & Tools

  • Proficient in Salesforce, Google Docs, Microsoft Office Suite, and Slack.

  • Clear and persuasive communicator with excellent phone and virtual presentation skills.

  • Ability to ask probing questions, understand root causes, and recommend targeted solutions.

Attributes

  • Resilient, resourceful, and highly solution-oriented.

  • Customer-obsessed with a commercial mindsetable to balance empathy with business goals.

  • Self-starter with a proactive mindset, keen to challenge the status quo and improve processes.

Why This Role?

  • Be part of a purpose-driven team helping small businesses grow through technology.

  • Join a high-performing environment where innovation and results are celebrated.

  • Play a key role in the success of a digital platform trusted by thousands of businesses across Europe.


  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa The Legends Agency Full time

    Customer Success Manager | B2B SaaS Location: Remote Full-Time | Competitive Salary + BenefitsMake an Impact as a Customer Success ManagerWere looking for a Customer Success Manager (CSM) to take ownership of a large portfolio (~100 accounts) and ensure customers achieve their goals. If youre passionate about driving product adoption, maximizing customer...

  • Customer Success Manager

    6 hours ago

    Cape Town, Western Cape, South Africa Grow Big Ventures Full time

    **Up to $1,250 USD per month**Company DescriptionGrow Big Ventures is a consulting marketing firm that helps businesses build internal sales/marketing systems. We look to partner with growing companies to accelerate their revenue.Role DescriptionThis is a full-time remote role for a Customer Success Manager. The Customer Success Manager will build strong...

  • Customer Success Executive

    1 week ago

    Cape Town, Western Cape, South Africa NielsenIQ Full time

    Job DescriptionCustomer SuccessThe Customer Success function is a cornerstone of NIQ Brandbank, playing a crucial role in customer onboarding, adoption, retention, development, and satisfaction for both Brandbank and/or Etilize solutions.The Customer Success Executives are a vital, customer-facing component of NIQ Brandbank, working with our key customers....

  • Customer Success Executive

    2 days ago

    Cape Town, Western Cape, South Africa NielsenIQ Full time

    Job DescriptionCustomer SuccessThe Customer Success function is a cornerstone of NIQ Brandbank, playing a crucial role in customer onboarding, adoption, retention, development, and satisfaction for both Brandbank and/or Etilize solutions.The Customer Success Executives are a vital, customer-facing component of NIQ Brandbank, working with our key customers....

  • Head of Customer Success

    2 weeks ago

    Cape Town, Western Cape, South Africa Pro Coffee Gear Full time R60 000 - R120 000 per year

    Job Title: Head of Customer Success Location: Remote (Global)Company: Pro Coffee Gear Pro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive Head of Customer Success to lead and evolve our global customer experience function. This strategic role is essential...

  • Head of Customer Success

    5 hours ago

    Cape Town, Western Cape, South Africa Pro Coffee Gear Full time

    Job Title: Head of Customer SuccessLocation: Remote (Global)Company: Pro Coffee GearPro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive Head of Customer Success to lead and evolve our global customer experience function. This strategic role is essential to...

  • Customer Success Associate

    2 weeks ago

    Cape Town, Western Cape, South Africa Easygenerator Full time R450 000 - R675 000 per year

    About EasygeneratorEasygenerator is a Dutch EdTech scale-up, headquartered in Dubai, on a mission to revolutionize learning with our award-winning authoring tool. Trusted by global giants like Kellogg's, T-Mobile, and Siemens, we're now launching our South African office — and inviting you to join us in simplifying knowledge sharing and transforming the...

  • Customer Success Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Sirion Full time R1 200 000 - R3 600 000 per year

    About SirionSirion is the world's leading AI–native Contract Lifecyle Management (CLM) platform, transforming the end-to-end contracting journey for enterprises. With Agentic AI at the core, the platform's extraction, conversational search, and AI-enhanced negotiation capabilities have revolutionized contracting across Fortune 500 companies like IBM, Coca...

  • Manager of Customer Success

    2 weeks ago

    Cape Town, Western Cape, South Africa Sirion Full time R800 000 - R1 200 000 per year

    About SirionSirion is the world's leadingAI–native Contract Lifecyle Management (CLM) platform, transforming the end-to-end contracting journey for enterprises. With Agentic AI at the core, the platform's extraction, conversational search, and AI-enhanced negotiation capabilities have revolutionized contracting across Fortune 500 companies like IBM, Coca...

  • Customer Success Manager

    2 days ago

    Cape Town, Western Cape, South Africa RT7 Digital Full time

    Company DescriptionRT7 Digital is a specialized Amazon marketing agency with over 15 years of experience, leveraging data-driven strategies to help brands achieve success on Amazon. With a team of 40+ Amazon marketing specialists, we focus on three key areas for growth: account management, organic optimization, and paid advertising. Based in London, Cape...