Customer Success Manager - B2B Software (Zoho)

About the role

DSL Telecom, a Zoho Premium Partner and award-winning business technology partner, is looking for a technically savvy Customer Success Manager to join its Customer Success department. The role works closely with key customers to help them use Zoho to its full potential, maximise value and grow the customer base. It is based in the DSL Telecom office in Somerset West, with regular onsite presence and the ability to work remotely when required.

Key responsibilities

• Drive the early success phase for new customers and own the overall relationship of assigned accounts, including onboarding, training, solution development, user acquisition, engagement, retention and upselling.
• Coach customers individually and in groups (national paid training and free Zoho Meet-Ups) to become product experts and train their teams on Zoho best practices.
• Define customer success factors and metrics, proactively coach customers on best practices, and act as escalation point for account issues.
• Track accounts to identify churn risk, hold regular satisfaction reviews, and work with Sales to identify and pursue upsell opportunities.
• Collect customer feedback, report regularly to management on sales activity and account status, and travel to meet customers by phone, email, messaging, remote sessions and onsite.
• Hold product demonstrations, evaluate and improve tutorials, and stay up to date with industry best practices and promotional trends.

Required profile

• Communications or Marketing degree or similar.
• Minimum 2 years of software support experience and 2+ years in a SaaS environment.
• Prior Customer Success experience or a track record of improving customer satisfaction, adoption and retention.
• Proven experience with application- and internet-based customer support.
• Excellent communication skills, leadership qualities, and a positive attitude; fully bilingual (English and Afrikaans or another language).
• Open to local candidates only.

Required skills

• Aptitude for learning and using new software, with the ability to self-manage after initial training.
• Ability to handle multiple tasks and work with non-internet-savvy users in an application-based environment.
• Bonus: understanding of Sales, Marketing, Support, HR, Accounting or Operations principles.

What we offer

• Medical aid contribution.