Onboarding & Account Executive - EMPRN01

Role Type: Full Time, Remote
Hours: Monday to Friday ( 10am - 7pm SAST )

Salary Range: R28 000 per month

About our Client:

Our client is an award-winning beauty tech company, powering specialist AI customer support for skincare brands and retailers. Their products, Skin Chat AI and Skin Routine AI, provide personalised skincare advice and recommendations to customers of our B2B clients via our e- commerce and retail plug-ins. As an Onboarding & Account Executive, you’ll work closely with our clients technical and sales teams to support the onboarding and account management of new and existing skincare brands and retailers.

About the Role

Our client is looking for a proactive and customer-obsessed Account & Onboarding Manager to own the end-to-end post-sale experience for their clients. You’ll be responsible for guiding new customers through implementation, driving adoption of our platform, and growing long-term account value. This is a high-impact, cross-functional role working closely with Sales, Product, and Support.

Key Responsibilities

Onboarding & Implementation

• Own the customer journey from contract signature through go-live
• Develop tailored onboarding plans aligned with client goals and timelines
• Manage onboarding, training sessions, and user enablement across technical and non- technical teams
• Coordinate with internal stakeholders (e.g., Product, Sales Tech, Support) to remove blockers

Account Management

• Act as the main point of contact for all post-sale activity across a portfolio of customers
• Build strong relationships with key stakeholders to drive retention and upsell opportunities
• Deliver regular business reviews to demonstrate value and impact
• Collaborate with Sales to support renewals and expansion

Customer Success & Support

• Proactively monitor usage and engagement metrics to identify at-risk accounts
• Educate customers on new features and best practices to increase product adoption
• Ensure high levels of customer satisfaction (CSAT/NPS) through fast, thoughtful support
• Relay customer feedback to the Product and Engineering teams to shape roadmap
• priorities

KPIs & Success Metrics

• Time-to-value (TTV): Avg. number of days to go-live post-signature
• Onboarding completion rate: % of clients completing onboarding within SLA
• Net revenue retention (NRR): % of revenue retained and grown over time
• Churn rate: % of clients lost within first 12 months
• Client satisfaction (CSAT/NPS): Avg. score across key accounts
• Product adoption & engagement: Usage benchmarks tied to success criteria
• Upsell & expansion revenue: Revenue contribution via account growth

• 3+ years of experience in a customer success, onboarding, or account management role within a SaaS business
• Strong project management skills and ability to manage multiple accounts simultaneously
• Experience working with APIs, integrations, or technical onboarding processes (bonus: Shopify, Salesforce, Klaviyo, Gorgias)
• Excellent communication and stakeholder management skills
• Comfortable using tools like HubSpot and Slack
• Data-driven mindset with a focus on outcomes, not just activity
• Empathy, resourcefulness, and a deep desire to help customers succeed
• Strong interest in the beauty industry and/or skincare