Customer Success

About Glucode:

Glucode is a company that specialises in designing and developing apps for various businesses worldwide. We help our clients create globally competitive apps across different sectors, such as finance, insurance, health, transport, and entertainment.   

We are a diverse team of dreamers, creators, and problem solvers who believe in making the world a better place through technology. We collaborate with our clients and teams to solve problems in the best possible way and uphold our core values of: curiosity, courage, integrity, quality, and passion. Our mission is to be the best mobile partner for companies and work with those whose values align with our own to create beautifully designed, meaningful, easy to use, mobile apps that make a real impact in the world. 

About the Role: 

We're looking for a dynamic and driven Customer Success & Sales Manager to play a key role in both acquiring new customers and helping them succeed long after onboarding. This hybrid role is perfect for someone who thrives at the intersection of relationship-building, consultative selling, and customer advocacy.

Key Responsibilities:

Customer Success (50%)

·      Own and manage customer onboarding, ensuring clients are set up for success from day one.

·      Build strong, trusted relationships with key stakeholders across SMB and mid-market accounts.

·      Proactively monitor product usage and customer health to identify upsell opportunities and reduce churn.

·      Deliver regular check-ins, QBRs, and training sessions tailored to each customer's maturity and goals.

·      Collaborate with product and support teams to escalate and resolve customer issues quickly.

·      Capture feedback and help shape the roadmap by advocating for customer needs.

Sales (50%)

·      Qualify inbound leads and conduct discovery calls to understand prospect pain points and align solutions.

·      Own the full sales cycle, from initial outreach to negotiation and closing, especially for smaller deals or pilot programs.

·      Develop outbound strategies to target key segments (e.g., HR, compliance, IT).

·      Track and report on pipeline, conversions, and sales performance metrics using CRM tools.

·      Help refine sales materials, email templates, and pitch decks based on customer interactions.

·      Collaborate closely with marketing to convert campaigns into tangible revenue.

Key Behaviours:

Values Alignment

·      Company Values: Adheres to the company's values in all professional behaviours.

·      Cultural Sensitivity: Respects and values diverse perspectives and backgrounds.

·      Engagement: Actively participates in and commits to the company's mission and culture.

Collaboration and Teamwork

·      Participation: Actively participates in team meetings and activities, contributing ideas, feedback, and support.

·      Collaboration: Works effectively with others to achieve common goals.

·      Building Relationships: Fosters positive working relationships with colleagues.

·      Receiving Feedback: Accepts feedback from leaders and colleagues and responds positively.

Adaptability and Continuous Learning

·      Flexibility: Adapts to various roles and responsibilities, embracing new challenges.

·      Openness to Change: Embraces new processes, technologies, and environments.

·      Resilience: Maintains performance under pressure and quickly recovers from setbacks.

·      Learning Agility: Continuously seeks opportunities to learn and improve.

·      Adaptability in Structure: Adjusts to changes in organisational structure and responsibilities.

Time Management and Reliability

·      Prioritisation: Identifies and focuses on high-priority tasks.

·      Reliability and Dependability: Consistently delivers quality work on time.

·      Efficiency: Makes optimal use of time and resources.

·      Punctuality: Arrives on time and manages time efficiently.

Professional Conduct and Integrity

·      Appearance and Conduct: Maintains a professional appearance and demeanour.

·      Respect for Others: Treats colleagues, partners, and clients with respect.

·      Confidentiality: Safeguards sensitive information.

·      Respect for Leadership Decisions: Supports leadership decisions and understands their organisational impact.

Leadership and Proactivity

·      Influence: Positively influences and motivates others.

·      Initiative: Takes proactive actions without waiting for prompts.

·      Responsibility: Takes ownership of tasks and leads by example.

·     Fearless Feedback: Raises issues, concerns, or risks appropriately.

Work Ethic and Accountability

·      Honesty: Remains truthful and transparent in all dealings.

·      Accountability: Takes responsibility for actions and their outcomes.

·      Commitment to Quality: Strives to produce high-quality work consistently.

·      Attention to Detail: Ensures accuracy and thoroughness in work.

·      Compliance with Policies: Diligently adheres to company policies and guidelines.

About You:

At Glucode, we value individuals who possess a self-starter mentality as they tend to thrive in our environment. We believe in fostering a collaborative culture, while still encouraging our team members to take initiative and be responsible for their work. 

Core education and experience:

· years experience in SaaS customer success, sales, or a hybrid role (cybersecurity or compliance experience is a plus).

·      Excellent written and verbal communication skills.

·      Empathetic, consultative approach to both sales and support.

·      Comfortable using tools like HubSpot, Intercom, Slack, or similar.

·      Highly organised, proactive, and self-motivated with a bias toward action.

·      Ability to understand technical concepts and explain them simply to non-technical users.

Our Benefits:

·      Group Medical Aid percentage contribution.

·      Group Life Scheme benefit.

·      Apple computer: to seamlessly conduct your work.

·      Home Office Allowance.

·      Monthly Cell phone/Data Allowance.

·      Personal Device Insurance.

 Why Glucode:

·      We have won a design award for our beautiful office space, and we have won the 'best place to work' award.

·      Frequently engage and collaborate with our leaders and leadership teams.

·      Work on meaningful problems that make the world a better place.

·      We value community and fun with a year-end bash and frequent team outings. 

How To Apply:

Simply click on the "Apply" button. We value your unique skills and qualities, and to better understand you, we've prepared a few short questions. Take a moment to provide your thoughtful responses, and we look forward to connecting with you soon.

Want to know more? Head over to our webpage  and follow us on our LinkedIn page