Customer Success Manager

Company : Pty

Job Type : Full Time

Johannesburg, South Africa

Job Description - Customer Success Manager

Red Ember Recruitment is recruiting on behalf of our client for a Customer Success Manager.

Our client is looking for an experienced Customer Success Manager to drive customer engagement, retention, and long -term client success. This role is responsible for ensuring customers achieve maximum value from the company's learning solutions while building trusted relationships, improving product adoption, and identifying opportunities for renewals and growth.

Client Onboarding & Implementation

Manage the on boarding process for new clients, ensuring a seamless implementation.
Understand client objectives and align learning solutions with their business needs.
Coordinate with internal teams to deliver successful implementations.

Customer Relationship Management

Build and maintain strong, long -term relationships with key stakeholders.
Act as the primary point of contact for assigned accounts.
Conduct regular business reviews and customer check -ins.

Customer Success & Retention

Monitor customer adoption and engagement.
Identify churn risks and implement retention strategies.
Drive customer renewals.
Identify up selling and cross -selling opportunities in collaboration with the Sales team.

Customer Advocacy

Gather customer feedback and communicate insights to internal teams.
Develop customer success stories, testimonials, and referrals.

Reporting

Maintain accurate customer records within the CRM system.
Track customer success metrics including:
Customer Satisfaction (CSAT).
Net Promoter Score (NPS).
Retention.
Renewals.
Provide management with customer health and engagement reports.

Requirements

Bachelor's Degree in Business Administration, Marketing, Education, or a related field.
2–5 years' experience in:
Customer Success
Account Management
Client Services
Experience within the Learning, EdTech, or SaaS industry is highly advantageous.
Experience working with:
CRM systems
Learning Management Systems (LMS)
E -learning platforms
Training programme delivery environments.
Excellent communication and interpersonal skills.
Strong relationship -building ability.
Customer -centric mindset.
Analytical and solution -oriented.
Strong stakeholder management.
Excellent presentation and facilitation skills.
Ability to thrive in a fast -paced, high -volume environment.
Highly organised with excellent attention to detail.
Commercially aware with a proactive approach to customer success.

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