Customer Success Manager

Job Title

Customer Success Manager Remote (4 pm 12 am SAST / 10 am 6 pm ET)

Location

100% Remote (South Africa / Cape Town region preferred)

Shift: 16:0000:00 South Africa Time.

About the Company

We are a fast-growing tech company offering an all-in-one workforce-management platform built specifically for the healthcare industry. Our solution helps healthcare providers attract, hire, onboard and schedule talent across assisted living, home health, skilled nursing, behavioural health and veterinary care sectors. 

We pride ourselves on our collaborative, inclusive culture: were curious, empathetic, human-centric and driven to solve hard problems together. 

Role Summary

As a Customer Success Manager (CSM), you will ensure that our healthcare-provider customers derive maximum value from our platform. You will act as the primary post-sale point of contact, monitor onboarding, adoption, renewals and expansion, and work cross-functionally to drive customer outcomes, satisfaction, and retention. This role is remote and requires working in the 4 pm-12 am SAST shift to align with our global customer base (primarily US/ET time zone).

Responsibilities

• Onboard new customers: guide them through implementation of our platform modules (Hire, Onboard, Schedule) and ensure smooth go-live.

• Develop deep product and industry knowledge (healthcare staffing/hiring/scheduling) to act as a trusted advisor to customers.

• Monitor customer health signals (usage metrics, adoption, support tickets, feedback) and proactively identify risk and growth opportunities.

• Conduct regular check-ins (e.g., quarterly business reviews) with customers, understanding their strategic goals, and map how our platform can support them.

• Drive user adoption and value realisation ensure customers are leveraging key features (e.g., automated job distribution, credentialing verification, shift-broadcasting). 

  Coordinate with Sales, Product, Support, and Implementation teams to ensure customer feedback leads to product enhancements and issues are resolved timely.

• Renewals and expansions: work with account teams to secure renewals, upsells and cross-sells based on customer value and growth.

• Prepare customer success materials: onboarding guides, best-practices documentation, case‐studies, and user training.

• Be a voice of the customer in the company: advocate for customer needs, share insights from data and conversations, and help refine the customer journey.

Required Qualifications

• 3+ years in a customer success / account management / client services role, ideally in a SaaS environment (preferably B2B).

• Experience working with customers in the healthcare, staffing or technology sectors is a strong plus.

• Strong product aptitude able to learn complex workflows and translate them to customer benefits.

• Excellent communication skills (written & verbal) in English; comfortable interacting with senior stakeholders in the US.

• Proven ability to manage and prioritise across multiple customer accounts, monitor metrics, and drive outcomes.

• Comfortable working remotely during the 4 pm12 am SAST shift (to overlap with US Eastern time zone).

• Self-motivated, proactive, adaptable comfortable in a fast-growing tech company with evolving processes and structure.

• Tools: familiarity with CRM (e.g., Salesforce), customer success platforms (Gainsight or similar), SaaS usage analytics, and meeting technologies (Zoom, Slack) are desirable.

Preferred Qualifications

• Experience in healthcare / workforce management software.

• Experience working asynchronous across time zones.

• Analytical mindset ability to interpret usage data and turn it into actionable insights.

• Experience contributing customer feedback to product road-map.

What We Offer

• Opportunity to work for a mission-driven company solving a real pain-point in healthcare staffing.

• Collaborative team environment in a rapidly growing scale-up.

• Opportunity for career growth and advancement as the company expands globally.

• Competitive compensation package (to be discussed) and benefits.

Culture & Work Environment

We believe in building a culture of curiosity, respect and empathy. Our values emphasise being human-centric, valuing diverse perspectives and solving hard problems together.  Because we operate globally and remotely, strong asynchronous communication, ownership, and accountability are key. Flexibility, autonomy, and a sense of ownership are hallmarks of our team.

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