Customer Success Manager

About the role

We are seeking a proactive Customer Success Manager to join our partner’s team in South Africa. In this role you will guide customers through onboarding, adoption and long‑term success on a modern SaaS platform, acting as a trusted advisor to drive measurable business outcomes.

Key responsibilities

• Own the end‑to‑end customer lifecycle from post‑implementation onboarding through full platform adoption.
• Build and maintain strong relationships with key stakeholders, including operational teams, project leaders and executive sponsors.
• Develop and execute customer success plans aligned with business objectives and adoption goals.
• Lead regular business reviews, executive check‑ins and health‑monitoring meetings.
• Track adoption metrics, satisfaction scores and renewal indicators, identifying risks and implementing corrective actions.
• Coordinate escalations with Sales, Product, Support, Engineering and Professional Services to ensure timely resolution.
• Maintain scalable success processes, playbooks and reporting frameworks.
• Partner with Sales to uncover expansion opportunities and support renewals.
• Gather customer feedback and collaborate with Product teams to prioritize enhancements.

Required profile

• Proven experience in Customer Success or account management within SaaS environments.
• Strong relationship‑building and strategic advisory capabilities.
• Ability to work cross‑functionally with Sales, Product, Support and Engineering teams.
• Excellent communication and problem‑solving skills.
• Data‑driven mindset with experience monitoring health metrics and driving adoption.

Required skills

• Experience managing enterprise SaaS customer journeys.
• Familiarity with customer success metrics and renewal processes.