Customer Success Account Manager – Phone-based B2B

About the role

The Customer Success Account Manager will manage an allocated portfolio of roughly 500 existing B2B accounts on a 100% phone‑based remote basis. The focus is on customer retention, preventing churn and growing like‑for‑like sales, with no cold‑calling required.

Key responsibilities

• Maintain a structured weekly call plan to ensure each account receives a meaningful two‑way conversation each month.
• Prioritise declining accounts, overdue reorders and unresolved issues, reviewing order history to spot patterns.
• Establish customer stock requirements, introduce the monthly commercial calendar, seasonal offers and sales‑support materials to generate repeat orders.
• Capture and confirm orders via Unleashed ERP and log all interactions, insights and follow‑up actions in Prospect CRM on the same working day.
• Act as the primary point of contact for enquiries, resolve routine issues within delegated authority and coordinate internal support to ensure full ownership through resolution.
• Participate in weekly activity reviews and monthly outcome meetings with the Sales Director.

Required profile

• Proven experience managing existing B2B accounts over the phone with a track record of driving retention and repeat ordering.
• Excellent customer service, clear professional communication and extreme attention to detail.
• Strong commercial curiosity to identify buying patterns, understand declining orders and recommend suitable products.
• High levels of organisation, persistence and self‑discipline to independently manage a full remote portfolio.
• Disciplined data‑entry habits using CRM systems; prior experience with Prospect CRM or Unleashed ERP is desirable.
• Experience in the drinks, hospitality or wholesale sectors is a plus.

Required skills

• Prospect CRM
• Unleashed ERP

What we offer

• R35,000 per month plus performance bonuses
• Optional medical insurance contributions after probation
• 3 % pension scheme contributions
• Remote work arrangement based in Cape Town