Rosebank, Johannesburg, South Africa
Job Description
Join a rapidly growing early-stage SaaS business as their Customer Success Associate where you will play a key role in driving product adoption and customer retention by building strong client relationships and providing exceptional support. This fast-paced role involves frequent customer interactions through calls, online meetings, emails, and chats, ensuring clients maximise the value of the company’s products. The ideal candidate is customer-focused, tech-savvy, and skilled in consulting on business applications, helping clients improve and grow their businesses. This position requires excellent communication skills, adaptability, and a genuine interest in both the team and customers.
Responsibilities:
Establish trusted relationships with customers and drive the maximum value of the company through your interactions
Meet with customers to understand customer needs and objectives; ensure the customer is utilising and benefiting from the full extent of the company
Run onboarding and training sessions for business owners, administrators and technicians quickly and effectively to ensure a smooth transition from sales
Become a company expert and work with customers making it quick and easy to get them up and running.
Use CRM and other internal tools to proactively monitor and identify usage trends
Engage customers to understand reasons for changes in usage and set mitigation plans to increase usage
Gather customer insights to share with the Sales, Tech and Product teams – to make the company better.
Collaborate with Sales, Tech and Product teams to design, build and deliver new customer experiences, product features and learning solutions.
Requirements
- A passion for customer success & delivering value to customers puts a smile on your face
- 1-2 years’ experience in customer success – or a comparable – role
- Understanding of SaaS product’s features, use cases, and integrations.
- Creative, resourceful, detail-oriented, and well-organised.
- Agile, willing to try new things, measure results and iterate on approaches
- Strong project management, cross functional collaboration and strong communication skills
- Analytical – skilled in “thinking about data in aggregate” and ability to step back and evaluate with action in mind on how to achieve desired outcomes using most efficient methods
- Solid understanding of what the company does and how it works to solve user problems
- Ability to strategically drive customers toward best practices
Benefits
- You’ll report directly to the Head of Sales & Success, and work closely with both the broader team, where everyone shares the same purpose and pitches in as needed.
- This is a dynamic high growth environment where people can learn and thrive. If you want a fast paced, action oriented and sometimes unpredictable and challenging work environment, you’ll fit right in.
- For the right candidate, they offer competitive remuneration and a great working-environment with monthly team lunches and a values based culture.