Job Description

We are looking for a proactive and dedicated Client Success Manager to join our growing team. The ideal candidate will take charge of maintaining strong relationships with clients, ensuring they receive maximum value from our services, and identifying opportunities for long-term growth and partnership. This position is perfect for someone who is passionate about helping clients achieve success, thrives in a fast-paced environment, and has a background in customer support, client success, or account management.
This role requires excellent communication skills, the ability to understand client needs, and the initiative to drive projects forward while maintaining a client-first mindset. You will act as the primary point of contact for assigned accounts, guiding clients through each phase of the partnership--from onboarding and strategy discussions to performance reviews and continuous improvement.
Key Responsibilities
1. Client Relationship Management

• Build and nurture strong, long-lasting relationships with clients by understanding their goals, challenges, and expectations.
• Serve as the main point of contact for all client-related communication and inquiries.
• Conduct regular meetings, check-ins, and presentations to provide updates, gather feedback, and discuss new opportunities for growth.
• Maintain a deep understanding of clients' industries, enabling you to offer meaningful insights and tailored recommendations.

2. Client Success and Retention

• Develop and execute strategies to ensure client satisfaction and retention.
• Monitor client engagement levels and proactively address any issues or risks that may impact their experience.
• Provide product or service education to clients to help them maximize the value of our offerings.
• Identify opportunities for upselling or cross-selling that align with the client's needs and business objectives.
• Collaborate with internal teams to resolve client concerns efficiently and effectively, ensuring timely follow-ups and positive outcomes.

3. Communication and Reporting

• Prepare detailed reports, performance summaries, and progress updates for clients and management.
• Present data-driven insights and recommendations that highlight key achievements and areas for improvement.
• Communicate updates on project timelines, deliverables, and expectations clearly and consistently.
• Document all client interactions, meeting notes, and action items to ensure transparency and accountability.

4. Collaboration and Internal Coordination

• Work closely with cross-functional teams--including marketing, operations, and billing--to ensure client needs are met promptly.
• Coordinate with other departments to streamline communication and enhance workflow efficiency.
• Contribute feedback and ideas to improve internal processes, service delivery, and client experience.
• Participate in team meetings and strategy sessions to align goals and share best practices.

Qualifications and Skills

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• At least 2-4 years of experience in client success, account management, or customer support.
• Strong interpersonal skills and the ability to build trust-based relationships with clients and team members.
• Exceptional written and verbal communication skills, with a professional and empathetic tone.
• Proven ability to manage multiple client accounts simultaneously without compromising attention to detail.
• Experience with upselling or cross-selling services is a plus.
• Proficiency in CRM tools and communication platforms (e.g., HubSpot, Salesforce, or similar).
• Analytical and data-driven, with the ability to interpret performance metrics and client feedback to inform strategy.
• Highly organized, self-motivated, and proactive in identifying opportunities and solving problems.

Requirements

• Must have prior customer success or account management experience.
• Must be client-facing and comfortable conducting presentations and regular updates.
• Should have a strong understanding of client communication and be attentive to detail.
• Must be proactive, reliable, and eager to deliver success to clients.

Benefits
Work Details

• Hours Needed: 40 hours per week
• Region: South Africa (Remote applicants are welcome to apply)
• Seniority Level: Mid-Level

Skills Required