Permanent
Client Success Manager
Unknown, Unknown
unknown
Closing date not listed
About this role
Automotive - Automotive Technician
Gauteng
FULL TIME
Job Summary
Requirements:
* 2 to 5 years experience in customer success, account management, or a similar client facing role
* Exposure to SaaS, operations, or field service environments is beneficial
* Strong communication and problem solving skills
* Comfortable managing onboarding, training, and ongoing client relationships
Key Responsibilities:
Client Relationship Management
* Act as the primary point of contact for assigned clients, building strong and lasting relationships.
* Regularly engage with clients to understand their business goals and how the platform can support them.
* Conduct regular check‑ins, reviews, and performance evaluations.
Onboarding & Implementation
* Oversee the onboarding process for new clients, ensuring a smooth transition.
* Collaborate with the implementation team for timely deployment.
* Ensure accounts are correctly configured before go‑live.
* Drive real usage in the field, not just system setup.
Support & Issue Resolution
* Serve as an escalation point for client issues and coordinate resolution with internal teams.
* Proactively identify and address potential challenges impacting satisfaction or retention.
Training & Enablement
* Provide training and resources to ensure effective platform use.
* Develop customized solutions and workflows tailored to client needs.
Client Advocacy & Feedback
* Act as the voice of the client internally, sharing feedback with product, support, and development teams.
* Advocate for client needs while aligning with organizational goals.
Performance Monitoring & Reporting
* Track success metrics, usage data, and KPIs to assess client value.
* Provide regular performance updates and strategic recommendations.
Renewals & Upselling
* Drive retention by ensuring satisfaction and continued usage.
* Identify upselling and cross‑selling opportunities.
* Own retention and expansion revenue targets.
* Prevent churn and identify growth opportunities across sites, users, and modules.
Skills & Competencies
Essential Skills
* Customer Relationship Management
* Problem‑Solving
* Technical Proficiency with SaaS platforms
* Strong Communication (verbal and written)
* Analytical Thinking
Core Competencies
* Client‑Centric Mindset
* Team Collaboration
* Organizational Skills
* Adaptability
* Leadership
Performance & Success Metrics
* Drive successful client onboarding within defined timelines.
* Monitor and improve client usage, engagement, and adoption.
* Maintain high retention rates by proactively addressing risks.
* Identify and execute opportunities for account growth.
* Ensure timely resolution of client issues with internal collaboration.
Innovazi Consulting (Pty) Ltd
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