6 дней назад
Customer Success Manager (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Success Manager (SaaS): Managing a broad portfolio of small to mid-sized customers through data-driven health monitoring, scalable success programmes, partner enablement, churn prevention, and expansion identification with an accent on automated engagement, adoption metrics, and repeatable customer success frameworks. Focus on designing one-to-many programmes, detecting retention risks from customer data, enabling channel partners, and building scalable playbooks for a growing SaaS practice.
Location: Hybrid in Johannesburg, Gauteng, South Africa
Company
is a SaaS company founded in the Netherlands that provides enterprise dialogue management and customer experience solutions through Microsoft Teams and AI-driven insights.
What you will do
- Manage a broad portfolio of small to mid-sized customers using health scores, adoption metrics, and data signals.
- Design and improve scalable customer success programmes, including automated outreach, group onboarding, webinars, and partner-delivered initiatives.
- Enable partners with toolkits, playbooks, training materials, and best-practice frameworks.
- Identify at-risk customers, execute retention strategies, and reduce churn through proactive interventions.
- Identify expansion opportunities and collaborate with Sales, Renewals, and channel partners to support net revenue retention.
- Document repeatable approaches and improve Customer Success processes, reporting, CRM data, and operating models.
Requirements
- At least 3 years of experience as a Customer Success Manager or in an equivalent post-sales role.
- At least 5 years of experience in the software industry, including SaaS, UCaaS, CPaaS, contact centre, or customer experience technology.
- Experience managing large customer portfolios with data-driven health models and tiered engagement strategies.
- Experience designing or supporting scalable Customer Success programmes, digital engagement initiatives, or partner-led success motions.
- Strong analytical skills and experience with CRM platforms, customer success tools, health scoring models, and adoption data.
- Excellent written and verbal English communication skills required.
Nice to have
- Experience in scaled or digital-led Customer Success within a SaaS environment.
- Experience with UCaaS, CPaaS, contact centre technology, or customer experience platforms.
- Additional European language skills.
Culture & Benefits
- Work in a global organisation with employees across 22 countries.
- Collaborate with partners and cross-functional teams in an evolving Customer Success environment.
- Contribute to building the company’s scalable Customer Success playbook and operating infrastructure.
- Support and follow information security and data protection standards.
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