Customer Success Manager

4 days ago

Cape Town, Western Cape, South Africa Redherd Full time R900 000 - R1 200 000 per year

About the Role

Your mission is to ensure that customers are supported, engaged, and maximizing the value of the product. This role requires a deep passion for both technology and people.

As a Customer Success Manager (CSM), you will be responsible for onboarding new customers, guiding them through the product's features and deployment, and maintaining ongoing relationships. Your role will involve proactive monitoring of customer alerts, responding to inquiries, and ensuring customers gain full value from the platform. Regular engagement and assistance in refining customer success processes will be key to your success.

A big component of this role is that our client ideally wants someone with some offensive security experience, whether that be pentesting, vuln management or operational security management. If you have graduated from one of the local academies or internships with noteworthy consultancies, that will also be taken into consideration. 

 

Key Responsibilities

  • Proactively monitor customer alerts and assess their significance.

  • Reach out to customers regarding critical alerts and provide insights or solutions when applicable.

  • Lead onboarding sessions for new customers, including product demonstrations and initial deployment assistance.

  • Maintain ongoing relationships with customers through periodic check-ins and engagement.

  • Gather and document customer feedback, including feature requests and usability concerns.

  • Contribute to the continuous improvement of internal customer success processes.

  • Collaborate with team members to ensure consistent communication and shared learning.

  • Create and maintain documentation, including knowledge base articles and internal resources.

  • Provide insights to the broader team based on customer interactions and emerging trends.

Key Skills & Qualifications

  • Ability to work flexibly across global time zones to support an international customer base.

  • Strong technical foundation in networking concepts such as IP addressing, DNS, general network infrastructure, and basic security principles.

  • Strong documentation skills, with experience maintaining knowledge bases and customer interaction logs.

  • Familiarity with CRM systems (e.g., Zoho) and ticketing tools (e.g., Zendesk).

  • Ability to communicate complex technical concepts to both technical and non-technical audiences.

  • Excellent verbal and written communication skills for engaging customers via Zoom, email, and chat.

  • A proactive and continuous learning mindset, with a passion for problem-solving and improving the customer experience.

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