Customer Success Manager

3 weeks ago

Cape Town, South Africa Electrum Payments Full time

Electrum is an exciting B2B tech company. We partner with some of South Africa’s biggest household names, enabling them to open up their customers’ access to payments and digital goods and services. We love that the projects we work on touch the lives of millions of South Africans every day, making a real difference.

We hire the best of the best and we offer great opportunities for both personal growth and career progression.

The Role

Electrum is looking for a talented and passionate Customer Success Manager (CSM) to join our team. As a Customer Success Manager, you will be responsible for ensuring that our clients achieve their desired outcomes and successfully utilise our SaaS fintech product. You will be the primary point of contact for clients, working closely with them to understand their needs and objectives, and providing support and guidance throughout their journey.

You will collaborate with cross-functional teams to deliver exceptional customer experiences, develop and maintain strong relationships with clients, and work to identify opportunities for growth and expansion. You will be the bridge between our sales and application support teams, ensuring that the customer has a consistent and positive experience with every engagement. You will implement winning customer success strategies that enhance the customer product offering, improve net promoter scores and net revenue retention, and maintain customer account health.


Key Responsibilities

A Customer Success Manager is focused on improving long-term customer retention by addressing customer issues, presenting product information and helping the sales team with upsells and renewals. As a SaaS organisation, Electrum’s customers rely on us to be experts in our field and manage their systems as if they were our own. Being our customers' Electrum champion and their first point of contact, you will:

  • Serve as the primary point of contact for clients, working closely with them to understand their needs, goals, and objectives to help them achieve success with our platform and services.
  • Collaborate with cross-functional teams including product, engineering, and sales, to ensure that clients receive exceptional support and service.
  • Develop and maintain strong relationships with clients, serving as a trusted advisor and advocate.
  • Monitor and analyze customer usage data to identify opportunities for growth and expansion.
  • Build awareness of our customer’s roadmap and Electrum’s product offering
  • Improve net revenue retention by maintaining and increasing monthly revenues and mitigating churn by proactively identifying and addressing customer concerns or issues.
  • Communicate product updates and new features to clients, ensuring they are aware of and utilizing all available resources.
  • Act as a liaison between clients and internal teams, advocating for the customer and ensuring their needs are met.
  • Develop and deliver customer success metrics and reporting to management to demonstrate the value of our platform and services.

Requirements

  • Bachelor's degree in technology or business
  • 5+ years proven work experience as Customer Success Manager or a similar role within the enterprise software industry
  • Experience in handling multiple large customer accounts simultaneously
  • A proven track record of limiting churn in customer accounts and improving growth
  • Knowledge of customer success processes


Increase Your Odds by Having:

  • Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
  • Analytical mindset and ability to interpret data to drive insights and actions.
  • Proactive and customer-focused approach, with a commitment to delivering exceptional experiences.
  • Deep empathy for customers balanced with the interests of Electrum
  • Passion for service improvement
  • The ability to work independently with a high degree of autonomy
  • Strong problem solving and communication (written and verbal) skills
  • Accountability and level headedness
  • Ability to integrate data from different sources and present in a meaningful way
  • Ability to position technical solutions in a business context
  • Having experience in the Payments industry (advantageous)
  • Having a proven track record of improving net revenue retention (advantageous)

Benefits

We have created an high-performance culture where you can expect:

  • Career growth - Delivering world-class financial services software products in a fast-paced company is not easy, and it takes an insane amount of effort. But in return for your effort you'll get hands-on experience working on products that are used by millions of people, and a high quality work experience that will accelerate your career faster than anywhere else.
  • Transparency - We openly discuss strategy, finances, salaries and other major decisions.
  • Autonomy - We know you'll be able to make good decisions if you have good information, and we trust you.
  • Shared Vision - You'll be able to shape a vision you can believe in - on how to build the future of financial services.
  • Work-life balance - You know when your brain has switched off for the day and you need to go for a hike or coffee shop with a view, but you also know when your team needs help to bring that strategic deliverable home. At Electrum you will be expected to know when you deserve that time out, and when you need to knuckle down and get the work done.

These are few practical ways we practise the culture we are so proud of:

  • Flexible work hours
  • Onsite gym and shower facilities
  • Daily cooked lunches and a stocked kitchen for the afternoon nibbles
  • Team socialising like hikes, getaways, and dinners
  • A generous leave policy, starting at 20 days per year
  • A recreational area with foosball, table tennis and an Oculus
  • Fatsaks scattered around the office for deep thinking or meditation

If this sounds like a role and place where you can spread your wings, please apply now.

We have created a safe, transparent environment where:

  • We know mistakes happen, and that’s okay. We even have a three-step approach to dealing with them:
  1. Tell everyone about it
  2. Fix the mistake
  3. Tell everyone about the solution
  • You are responsible for your actions – both the successes and the failures
  • We talk openly about salaries and bonuses. At Electrum, we believe it’s evident why some people earn more and others a bit less. It’s like being on a sports team where salaries are widely known.

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