Customer Success Specialist

SUMMARY:
This role is responsible for managing and growing a portfolio of SaaS customer accounts, driving product adoption, and ensuring ongoing engagement and measurable value

POSITION INFO:

Customer Success Specialist
Drive adoption, value and retention across a growing SaaS customer base
Remote | Healthtech SaaS | R23 000 per month

About Our Client
Our client is a fast-growing SaaS business operating at the intersection of technology and health and wellbeing. Focused on delivering measurable outcomes for their clients, they combine a structured, process-led approach with the agility of a startup. Their platform is designed to support better decision-making, stronger relationships, and real impact across the healthtech space.

The Role: Customer Success Specialist
This role is responsible for managing and growing a portfolio of SaaS customer accounts, driving product adoption, and ensuring ongoing engagement and measurable value. You''''ll work across onboarding, support, renewals, and expansion, following structured processes while building strong customer relationships. The goal is to deliver a consistent, high-quality Customer Success experience that supports retention and long-term growth.

Key Responsibilities

• Manage an assigned portfolio of customers end-to-end (onboarding to renewal)
• Drive adoption and engagement through training and proactive support
• Build trusted relationships with customer stakeholders at all levels
• Conduct regular check-ins, reviews, and QBR-style sessions
• Execute clear processes for onboarding, risk management and renewals
• Identify and address churn risks early with action plans
• Translate customer feedback into actionable insights for internal teams
• Maintain accurate records in HubSpot CRM and related CS tools
• Work cross-functionally to resolve issues and improve customer experience
• Contribute to CS playbooks, documentation and process improvements

About You

• 5-7 years combined experience in Customer Success, Account Management, Sales or Customer Support
• Proven success managing SaaS accounts with demonstrable adoption and retention impact
• Experience working remotely in a startup or scale-up environment
• Skilled in CRM tools, ideally HubSpot, for managing accounts and pipelines
• Extremely process-driven, organised and detail-oriented
• Strong ownership mindset with a focus on outcomes
• Excellent written and verbal communication skills
• Commercially aware, data-literate and solution-oriented
• Advantageous: Experience in healthtech, NHS/healthcare, or multi-stakeholder B2B accounts
• Advantageous: Experience with CS platforms and support tools
• Matric required; further qualifications and SaaS/CS certifications a plus