Senior Customer Success Manager

Join Jem as a Senior Customer Success Manager

This isn't a normal customer success role. It's a chance to sit at the centre of South Africa's fastest-growing HR tech company, helping employers across the country change how they care for their people.

At Jem, Customer Obsession isn't a buzzword, it's the reason we exist. Our Customer Success Managers are the front line of that principle. You'll build relationships that last years, solve problems before they happen and turn complex data and onboarding journeys into experiences that feel effortless.

We're looking for someone smart, driven, and deeply curious about people and systems, someone who can manage multiple clients, keep their trust, and make things happen fast. This person will join our brilliant Customer Success Manager team & be managed by our Head of Customer, Nonsuku Mhtimkhulu. 

ABOUT THE ROLE

Your mission: make every Jem client wildly successful. You'll own the full customer journey (onboarding, training, engagement, and renewal) ensuring every employer and employee sees Jem's impact from day one.

You will:

• Onboard with precision. Run fast, high-quality implementations that turn new customers into active users.
• Educate and enable. Lead engaging training sessions that help clients become confident, self-sufficient Jem experts.
• Champion data excellence. Collect, verify, and analyse client data to maintain platform integrity.
• Solve problems before they surface. Collaborate with Support to resolve issues quickly and proactively spot risks.
• Drive engagement. Run creative employee launch campaigns to maximise registration and usage.
• Monitor and advise. Track adoption metrics, identify churn risks, and make recommendations that drive retention and growth.
• Partner internally. Share customer insights with Sales and Product to influence what we build next.
• Report and renew. Deliver clear, confident updates to clients and identify expansion opportunities that increase revenue.

Your success will be measured by adoption, retention, and impact. If our customers grow with Jem, you're winning.

THIS IS FOR YOU IF

• You're proactive, structured, and thrive in a high-speed environment.
• You love clients:  not the "smile and wave" kind, but the "let's fix this together" kind.
• You're comfortable juggling details, deadlines, and personalities without losing calm.
• You get energy from solving problems and turning chaos into clarity.
• You're data-driven, commercially minded, and take ownership of results.
• You're obsessed with learning (about our product, our customers, and how to make both better)

WHAT YOU'LL GET

• A front-row seat in one of South Africa's most exciting SaaS companies.
• Access to high-growth learning: operations, customer psychology, product design, and automation.
• Real autonomy: you'll own your portfolio and be trusted to deliver.
• A fast, ambitious team that believes in accountability and kindness in equal measure.
• A competitive salary, benefits, and 22 days of annual leave.
• A hybrid work model (3 days a week in our Cape Town or Sandton office).

REQUIREMENTS

Minimum:

• Bachelor's degree or equivalent experience in Business, HR, or a related field.
• 7 - 10 years' experience in account management, customer success, or implementation.
• Strong communication and problem-solving skills.
• Basic understanding of data handling and systems.

Nice to have:

• Experience in SaaS or HR tech.
• Exposure to sales, upselling, or project management.

YOUR IMPACT

When our customers thrive, thousands of South African employees get access to the benefits and security they deserve. If you're ready to help build the future of how companies care for their people, we'd love to have you apply.