Customer Success Manager

Ekco

Customer Success Manager focusing on client satisfaction and relationship management at Ekco, a rapidly growing cloud solution provider in Europe.

Posted 4/29/2026full-timeCape Town • 🇿🇦 South AfricaJuniorWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Customer Onboarding: Provide new clients with a comprehensive Customer Handbook, a Control Panel overview, and clear contact and escalation channels.
Customer Relationship Management: Conduct a minimum of six proactive calls per year with each customer to:
- Gather feedback on service performance.
- Identify and discuss actions for continual service improvement.
- Highlight potential upsell opportunities and collaborate with the Sales team.
Act as an escalation point for aligned customers, ensuring prompt and professional resolution of issues.
Serve as a primary point of contact for a portfolio of clients, ensuring their needs are met and expectations managed.
Monitor customer health metrics and usage data to identify risks and opportunities.
Collaborate with internal teams (e.g. Support, operations, delivery) to resolve client issues and escalate when needed.
Prepare regular service delivery reports to track SLA's and service performance.
Create SIP plans to support continual service improvement for the end client.
Contribute to process improvements and documentation to enhance the customer experience.
Support renewals and upsell opportunities in collaboration with account managers.
Working with the finance team to resolve billing issues and processing decommission requests.

Requirements

What you’ll need

1–2 years of experience in a customer-facing role (Customer Success, Account Management, Support, etc.)
Strong communication and interpersonal skills
Ability to manage multiple client relationships and prioritize tasks effectively
Familiarity with ITSM tooling
A collaborative mindset and willingness to learn from senior team members
Problem-solving skills and a proactive approach to client challenges

Benefits

Comp & perks

25 days annual leave
Birthday Leave: One extra day off to celebrate
Company Pension Scheme
Health Care
Employee Assistance Programme (EAP) for wellbeing support
EkcOlympics: Global team activity challenges
Unlimited access to Pluralsight for continuous development
Real opportunities to grow, including international progression

ATS Keywords

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Soft Skills

strong communication skillsinterpersonal skillsability to manage multiple client relationshipsprioritization skillscollaborative mindsetwillingness to learnproblem-solving skillsproactive approach