Customer Success Manager (Individual Contributor)

About the role

This position is for a Customer Success Manager (Individual Contributor) based in South Africa, working in a fully remote, global environment. You will act as a trusted advisor, guiding customers through complex product development journeys from onboarding to delivery and future growth.

Key responsibilities

• Own the complete post‑sales customer journey, including onboarding, relationship management, and ongoing support.
• Explain production processes, manage expectations, and align customer needs with internal capabilities.
• Coordinate between customers, design teams, and production or sourcing partners to keep projects on track.
• Monitor account progress, identify risks, and proactively resolve issues before they affect timelines or satisfaction.
• Provide consultative support on specifications, materials, product feedback, and technical considerations.
• Maintain accurate account information, track milestones, and monitor customer health metrics.
• Identify and pursue opportunities for account expansion, repeat orders, and new product solutions.
• Collect customer feedback and collaborate with internal teams to improve processes and products.

Required profile

• Minimum 3 years of experience in Customer Success, Account Management, client operations, or a similar customer‑facing role.
• Experience in e‑commerce, manufacturing, technology platforms, or customized product environments is a strong advantage.
• Excellent communication and interpersonal skills, able to explain complex concepts to diverse audiences.
• Strong project coordination abilities and a proactive, problem‑solving mindset.

Required skills