Customer Success Manager

SUMMARY:
We are looking for a highly motivated Customer Success Manager (CSM) to join our growing team. The CSM will be responsible for managing a portfolio of approximately 100 customer accounts, ensuring seamless onboarding, engagement, and long-term success.

POSITION INFO:

Job Title: Customer Success Manager

Location: Remote (Cape Town)

Reporting To: Head of Customer Success

Salary: Up to R500,000 per annum

About Us

We are on a mission to transform the healthcare system from reactive treatment to proactive, preventative care. We are a fast-paced, early-stage start-up with a dedicated team of 20 employees. Our SaaS platform is designed to help healthcare providers optimize patient outcomes through innovative technology.

Role Overview

We are looking for a highly motivated Customer Success Manager (CSM) to join our growing team. The CSM will be responsible for managing a portfolio of approximately 100 customer accounts, ensuring seamless onboarding, engagement, and long-term success. This role is ideal for a driven professional with a strong background in SaaS customer success, commercial growth, and client engagement.

Key Responsibilities

• Manage a Portfolio of ~100 Accounts: Oversee and nurture relationships with a broad customer base, ensuring smooth onboarding and continuous engagement.
• Act as a Customer Champion: Serve as the primary point of contact, proactively identifying and addressing client needs while ensuring they gain maximum value from our platform.
• Drive Product Adoption & Engagement: Develop and implement strategies to enhance platform usage, ensuring customers fully leverage our features for measurable success.
• Commercial Growth & Retention: Identify opportunities for upselling, manage contract renewals, and drive revenue growth within existing accounts.
• Collaborate with Internal Teams: Work closely with product, sales, and implementation teams to relay customer feedback and contribute to continuous product improvement.
• Conduct Strategic Reviews: Lead quarterly business reviews (QBRs) to evaluate customer success metrics, set goals, and establish long-term success strategies.

Required Qualifications & Experience

• Degree-Educated: A relevant degree or strong academic background is essential.
• Customer Success Experience in Software: At least 4 years of experience in a B2B SaaS environment, managing a large portfolio of accounts.
• Commercial & Utilisation Focus: Proven ability to drive product adoption, secure renewals, and identify upsell opportunities.
• Technical Aptitude: Ability to guide customers through a complex SaaS product and provide insightful recommendations.
• Start-Up or Early-Stage Experience: Comfortable working in a fast-changing environment with evolving processes.
• Ambitious & Collaborative: Strong ability to manage multiple priorities, contribute to team objectives and thrive in a growing start-up.

Working Hours & Expectations

• Working Time: 8:00 AM 6:00 PM (UK time)
• Typical Weekly Hours: ~50 hours (including a 1-hour lunch break); some weeks may extend to 60 hours.

Team Size: Small, dynamic start-up team of 20 employees.

Work Environment: Fast-paced, high-growth start-up requiring flexibility and adaptability.