Customer Success Manager - SaaS

SUMMARY:
You will be responsible for onboarding new clients, managing installations, and maintaining strong client relationships.

POSITION INFO:

Job Title: Customer Success Manager

Location: Cape Town CBD (Foreshore CBD)

Company: UK Healthcare SAAS provider

Working Hours: 09:00 5:30 (UK )

About Us: Our client is an innovative platform dedicated to enhancing user experience through exceptional services. Our focus on customer satisfaction drives everything we do, and we aim to build strong, lasting relationships with our clients.

Role Overview: We are seeking a Customer Success Manager with at least 3 years of experience in a similar role. You will be responsible for onboarding new clients, managing installations, and maintaining strong client relationships. Your proactive approach to monitoring software usage will help ensure our clients are satisfied and that any issues are addressed before they become problems.

Key Responsibilities:

• Client Onboarding: Lead the onboarding process for new clients, ensuring a seamless setup and integration of our platform into their operations.
• Client Relationship Management: Build and maintain strong relationships with clients, serving as their primary point of contact and advocate within the company.
• Managing Installations: Oversee the installation of our software, coordinating with internal teams to ensure timely and efficient deployments.
• Proactive Monitoring: Monitor software usage to identify trends or potential issues. Take pre-emptive action to address concerns before they impact client satisfaction.
• Client Support: Provide ongoing support and assistance to clients, addressing inquiries and resolving any issues that arise.
• Training and Education: Conduct training sessions for clients to enhance their understanding of our platform and its features, empowering them to maximize their use of our services.
• Feedback Collection: Gather and relay client feedback to internal teams, contributing to product improvements and service enhancements.
• Renewals and Upselling: Collaborate with the sales team to identify opportunities for upselling and ensure successful contract renewals.

Qualifications:

• Bachelors degree in Business, Communications, or a related field (preferred)
• 3+ years of experience in customer success or account management, preferably in a tech or SaaS environment.
• Strong understanding of client onboarding and installation processes.
• Excellent communication and interpersonal skills, with a focus on relationship building.
• Proactive problem-solving abilities and a customer-centric mindset.
• Experience in monitoring software performance and using data to inform decision-making.
• Familiarity with CRM and customer success tools.
• Ability to work independently and collaboratively in a fast-paced environment.

Why Join ?

• Competitive salary
• Opportunities for growth and career development in a fast-scaling company.
• Comprehensive benefits and incentives.
• The chance to work in a dynamic and innovative environment, where your contributions will make an impact.