Customer Success Manager

3 weeks ago

Johannesburg, South Africa SurTech Full time

Diligent Boards - Customer Success Manager

Job Title and Overview

The Customer Success Manager manages a portfolio of accounts and guarantees an exceptional customer experience, revenue retention and referrals across Africa.

Being the primary liaison for customer relationships for the Diligent Boards product, the CSM will engage in proactive account management tasks and work closely with other team members to facilitate successful customer onboarding, training, support and ongoing relationships, ensuring sustained satisfaction over the long term.

Reporting to: Head of Services

Management level of role: This is not a management role

Working environment & travel: Exceptionally busy, team-orientated environment. This role could require some travel. Drivers license and own transport is essential.

Working hours: 07h30 16h00 or 08h00 to 16h30 or 08h30 to 17h00

Key Responsibilities

  • Customer Engagement: Proactively engage with customers to understand their needs, challenges, and goals related to Diligent Boards.
  • Training and Onboarding: Facilitate smooth onboarding processes for new customers, including training sessions to ensure they can effectively use Diligent Boards.
  • Relationship Building: Build and maintain strong relationships with key stakeholders within customer organizations, including board members, executives, and administrators.
  • Issue Resolution/Support: Act as a first point of contact for customers to address any concerns, questions, or technical issues they encounter while using Diligent Boards, and work with the Global Diligent Support Team to resolve these promptly.
  • Product Adoption: Encourage and support customers in maximizing their usage of Diligent Boards features and functionalities to meet their governance and collaboration needs.
  • Customer Advocacy: Serve as an advocate for customers within Diligent, representing their interests and feedback to relevant internal teams to drive product improvements and enhancements.
  • Renewals and Expansion: Work closely with the sales and expansion teams to ensure customer renewals and identify opportunities for upselling or cross-selling additional Diligent products and services.
  • Continuous Improvement: Continuously seek ways to enhance the customer experience with Diligent Boards, whether through process improvements, additional support services, or customized solutions tailored to specific customer needs

Required Experience

  • 1 to 3 years of experience in customer success or account management (preferably in a SaaS environment)
  • Experience in sales CRM applications such as Salesforce (advantageous).
  • Experience as a Company Secretary (advantageous).
  • Experience in the Corporate Governance field.
  • Experience in other Board Management Solutions (advantageous).

Behavioural Skills & Soft Competencies

  • Work Ethic and Attention to Detail: Possesses a strong work ethic, commits to excellence and demonstrates meticulous attention to detail with a genuine passion for accuracy in all endeavours.
  • Communication Skills: Excellent communication abilities and adept relationship management skills, capable of effectively handling various stakeholders and senior executives concurrently.
  • Enthusiastic about technology: Possessing a solution-oriented approach focused on identifying strategies to ensure customer success.
  • Customer-Centric Approach: The candidate exhibits a desire to exceed customer expectations by delivering exceptional service and value. The candidate is capable of effectively transferring knowledge and conducting personalised one-on-one training sessions.
  • Adaptability: The candidate must be adaptable and flexible to navigate changing customer requirements, organizational dynamics, and evolving product features and functionalities.
  • Professional Communication and Relationship Management: Display professional business etiquette in all interactions, ensuring effective communication. Proficient in managing client expectations and fostering strong client and stakeholder relationships.

For more information, or any questions contact Tamsin Jatho, tamsinj@surtech.co.za

  • Customer Success Manager

    2 months ago

    Johannesburg, South Africa Ulwembu Business Services Full time

    We are looking for a technically savvy customer success manager who possesses a strong drive for results. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn....

  • Manager, Customer Success

    1 week ago

    Johannesburg, Gauteng, South Africa Mimecast Full time

    Manager, Customer SuccessWe're your dream Customer Success TeamCustomer Excellence is looking for a highly driven and motivated Manager, Customer Success who is passionate about providing a best-in-class customer experience. You will be a coach and mentor to your team, as well as a trusted advisor for your team's customer base, assisting with Mimecast...

  • Customer Success Manager

    2 months ago

    Johannesburg, South Africa SurTech Full time

    **Diligent Boards - Customer Success Manager** **Job Title and Overview** The Customer Success Manager manages a portfolio of accounts and guarantees an exceptional customer experience, revenue retention and referrals across Africa. Being the primary liaison for customer relationships for the Diligent Boards product, the CSM will engage in proactive...

  • Customer Success Manager

    1 week ago

    Johannesburg, Gauteng, South Africa SurTech Full time

    Diligent Boards - Customer Success Manager Job Title and Overview The Customer Success Manager manages a portfolio of accounts and guarantees an exceptional customer experience, revenue retention and referrals across Africa. Being the primary liaison for customer relationships for the Diligent Boards product, the CSM will engage in proactive account...

  • Customer Success Manager

    1 week ago

    Johannesburg, Gauteng, South Africa FM:Systems Full time

    Customer Success Manager - IT or Software background preferred.**FM:Systems provides workplace management technology and solutions that enable facility and real estate teams to identify, plan and deliver the ideal workplace for every employee. Our broad solutions portfolio of software and hardware, specializing in space management and optimization, assets...

  • Customer Success Manager

    1 week ago

    Johannesburg, South Africa Jem Full time

    **Join Jem as our Customer Success Manager.** One of Jem’s core principles is ‘Customer Obsession’. One of the reasons our customers stay with Jem is our support teams. Customer Success Managers build and manage these relationships through proactively creating the best possible customer experience. We’re looking for a dynamic, self-driven individual...

  • Customer Success Manager

    1 week ago

    Johannesburg, Gauteng, South Africa Jem Full time

    Join Jem as our Customer Success Manager.One of Jem's core principles is 'Customer Obsession'. One of the reasons our customers stay with Jem is our support teams. Customer Success Managers build and manage these relationships through proactively creating the best possible customer experience. We're looking for a dynamic, self-driven individual who will...

  • Customer Success Manager

    2 months ago

    Johannesburg, South Africa Temenos Full time

    **ABOUT TEMENOS** Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together. We serve over 3000 banks from the largest to challengers and community banks in 150+ countries. We collaborate...

  • Customer Success Manager

    3 weeks ago

    Johannesburg, South Africa Darktrace Full time

    Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 8,400 customers from the world's most complex threats, including ransomware, cloud, and SaaS attacks. Headquartered in Cambridge,...

  • Customer Success Manager

    1 week ago

    Johannesburg, Gauteng, South Africa Darktrace Full time

    Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 8,400 customers from the world's most complex threats, including ransomware, cloud, and SaaS attacks.Headquartered in Cambridge, UK,...

  • Customer Success Manager

    3 weeks ago

    Johannesburg, City of Johannesburg Metropolitan Municipality, Gauteng, 2001, South Africa FreeRecruit Full time

    Our prestige client is a well-funded startup simplifying US sales tax compliance for global businesses. They provide end-to-end solutions, from calculations to reporting and filing. They are backed by Group, a trusted partner to over 13,000 clients, including Fortune 500 companies. Role and responsibilities:You will ensure clients’ adherence to sales tax...

  • Customer Success Manager

    4 weeks ago

    Johannesburg, City of Johannesburg Metropolitan Municipality, Gauteng, 2001, South Africa FreeRecruit Full time

    Our prestige client is a well-funded startup simplifying US sales tax compliance for global businesses. They provide end-to-end solutions, from calculations to reporting and filing. They are backed by Group, a trusted partner to over 13,000 clients, including Fortune 500 companies. Role and responsibilities:You will ensure clients’ adherence to sales tax...

  • Customer Success Manager

    1 week ago

    Johannesburg, City of Johannesburg Metropolitan Municipality, Gauteng, , South Africa FreeRecruit Full time

    Our prestige client is a well-funded startup simplifying US sales tax compliance for global businesses. They provide end-to-end solutions, from calculations to reporting and filing. They are backed by Group, a trusted partner to over 13,000 clients, including Fortune 500 companies. Role and responsibilities:You will ensure clients' adherence to sales tax...

  • Customer Success Manager

    1 week ago

    Johannesburg, Gauteng, South Africa Temenos Full time

    ABOUT TEMENOSTemenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together.We serve over 3000 banks from the largest to challengers and community banks in 150+ countries. We collaborate with...

  • Manager, Customer Success

    2 months ago

    Johannesburg, South Africa Mimecast Full time

    Manager, Customer SuccessWe're your dream Customer Success Team! Customer Excellence is looking for a highly driven and motivated Manager, Customer Success who is passionate about providing a best-in-class customer experience. You will be a coach and mentor to your team, as well as a trusted advisor for your team’s customer base, assisting with Mimecast...

  • Customer Success Manager

    2 weeks ago

    Johannesburg, South Africa Solid Systems Full time

    As the Customer Success Manager, your role is pivotal in ensuring exceptional service for our clients by bridging the gap between them and our Technical Team. Your primary objective is to understand our clients' business needs, tailor our services accordingly, and act as an advocate to ensure retention through excellent service delivery. By ensuring a...

  • Customer Success Manager

    1 week ago

    Johannesburg South, South Africa ApprovalMax Limited Full time

    Job Description The role**We are expanding and hiring a Customer Success Manager on a remote basis to help us grow the business.Qualifications You will be responsible for**:Maintaining a detailed understanding of products and services, assist customers with questions and suggest the best features/setup for their needs Promoting the value of the product among...

  • Customer Success Manager

    2 months ago

    Johannesburg, South Africa Prime Reason Full time

    **The Role** Essential functions**: - Collaborate with Sales to align on outcomes customers expect from their subscription purchase. - Develop a digital journey to drive outcomes. - Develop a success plan that includes critical action to ensure expected outcomes. - Provide an effective onboarding and ongoing service checks and take appropriate actions -...

  • Customer Success Manager

    1 week ago

    Johannesburg, Gauteng, South Africa Diligent Corporation Full time

    About UsDiligent is the leading governance, risk and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations around the world. Our software enables holistic and informed conversations about GRC and ESG to ensure CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from...

  • Customer Success Manager

    3 weeks ago

    Johannesburg, South Africa GCI Wealth Full time

    Wealthbit is currently looking for a Customer Success Manager with previous experience in the information technology industry. We build finance products to **simplify financial planning for everyone**. This is the Wealthbit platform, an app that helps people understand how to build a financially secure life while living the life they want, achieving their...