SaaS Account Manager

About the role

Brolink, a provider of insurance administration and technology solutions in South Africa, is looking for a commercially minded, technically confident SaaS Account Manager to join its operations department. The role owns the success of a portfolio of clients using Brolink's digital insurance platforms and services, combining strategic account management with selected Product Owner responsibilities such as driving platform adoption, coordinating service delivery and turning priorities into a clear product backlog. It is based in Centurion.

Key responsibilities

• Own and grow trusted relationships with assigned clients as the primary operational and commercial point of contact.
• Understand each client's business, objectives, operating model and use of Brolink's SaaS solutions.
• Drive onboarding, adoption, engagement, retention and value realisation across Brolink's digital platforms.
• Maintain account plans, stakeholder maps, engagement rhythms and measurable client success objectives.
• Coordinate Operations, IT, product, support and specialist teams to deliver an integrated client experience.
• Monitor service performance, adoption, incidents and commitments, and lead proactive reviews.
• Identify client risks, growth opportunities and additional solution needs, and represent the client's voice in product discussions.
• Translate client needs into epics, user stories and acceptance criteria, contribute to backlog refinement, and clarify MVP scope and release readiness.
• Hold regular account reviews with clear reporting, insights and action plans, and escalate material risks promptly.

Required profile

• Matric; a post-matric qualification in business, IT, customer success, project management or a related field is preferred.
• At least 7 years' relevant experience, including substantial experience managing B2B software, technology-enabled service or SaaS client relationships.
• Demonstrated experience coordinating delivery across clients, Operations, Product and Technology teams, and managing executive stakeholders, service reviews, risks and escalations.
• Preferred: experience in short-term insurance, financial services or insurance technology, and with policy administration platforms or complex enterprise implementations.
• Clear ITC, clear criminal record and excellent employment references.

Required skills

• Strong understanding of SaaS account management, customer success and the client lifecycle.
• Working knowledge of Agile delivery, backlog management, user stories and acceptance criteria.
• Hands-on experience with JIRA, CRM, service-management or similar Agile and account-management tools is preferred.
• Ability to interpret service, adoption and operational data and turn it into practical account actions.