Customer Retention Specialist

• Responsible for Customer retention and Customer engagement strategy and execution through the Key Account Managers.
• Responsible to determine strategy and operational approach and oversee all engagement collateral.
• Responsible for working with DSV Global structures in regard to Platinum and Gold Customers.
• Monitor and trend customer revenue and EBIT.
• Responsible for internal Communication (Customer relevant only) and external business communication (Customer relevant only) through the Communications team.
• Responsible for executing any customer consultations (for example the enviro fee directive from DSV).
• Responsible for preparing budgets for Commercial Department and for managing costs within budget.

Senior Manager, Client Retention – Contract Logistics

Implementation Specialist

• Delivering technical solutions for existing clients, combining data engineering, reporting, and troubleshooting work.
• Involved in a mix of support and new requirements, investigating data issues, building enhancements, and delivering changes across a range of client environments.
• Hands-on work with a strong focus on SQL, ETL processes, and data warehousing.
• Gain exposure to the full lifecycle of delivery, from understanding requirements and designing solutions through to build, testing and deployment.
• Initially take ownership of reporting tasks before expanding into broader data and implementation work as experience grows.

Associate Implementation Consultant – CDM

Customer Success Manager

• Partner Coordination: Support relationships with letting agent partners through regular communication, contacting agents to source new properties and assisting with the generation of service order forms.
• Enquiry Management: Respond promptly to incoming customer service enquiries received across telephone, email, and digital messaging channels.
• Tenant Onboarding: Guide new customers systematically through the onboarding process for their energy, gas, and broadband services to facilitate a smooth move-in journey.
• Supplier Liaison: Coordinate directly with various utility suppliers to manage registration requests and track operational installation timelines.
• Data and Workflow Governance: Maintain accurate administrative records, update internal tracking systems, schedule operational follow-ups, and notify letting agents upon successful tenant onboarding.
• Digital Outreach Support: Assist with targeted professional networking outreach campaigns and create engaging content to help support the management of digital media pages.
• General Administration: Execute daily general office administration tasks as required to maintain seamless day-to-day operations.

Operations – Customer Success Assistant

• Proactively engage with existing platform users to increase product adoption and engagement.
• Build strong relationships with customers, becoming their trusted point of contact.
• Conduct proactive check-ins via phone, email and video meetings.
• Identify opportunities to improve the customer experience and encourage greater platform usage.
• Guide users through platform functionality, features and best practices.
• Deliver product demonstrations and onboarding sessions.
• Share video tutorials, documentation and learning resources to support customer success.
• Help customers confidently navigate the platform and achieve their business objectives.
• Gather customer feedback and identify common questions or challenges.
• Share user insights with internal teams to improve onboarding, customer experience and product development.
• Identify trends that could improve customer engagement and retention.
• Contribute ideas that enhance customer education and support resources.
• Maintain accurate records of customer interactions within the CRM.
• Monitor customer engagement and proactively follow up where additional support is required.
• Manage a large portfolio of users while delivering a personalised customer experience.
• Collaborate with sales, product and support teams to ensure customer needs are met.

Customer Success Executive – B2B SaaS, Data Intelligence

• A portfolio of manager relationships end to end, from first introduction through ongoing reporting, building long-term partnerships and securing timely, complete data.
• Data quality and coverage against clear targets for timeliness, completeness, and accuracy, using exception reports to find and fix root causes.
• Onboarding of new managers and funds, from first call through their first reporting cycle, working with internal data analysts to hit our service levels.
• Escalations when reporting breaks down, diagnosing the cause, owning the conversation with the manager, and driving it through to resolution.
• A real part in automating the work, using AI assistants to strip manual steps out of your own workflows, spotting coverage gaps across the fund universe, and giving Product clear recommendations on what we should build next.
• Partnership with the wider Customer Success team on onboarding statistics, sales-trial coverage checks, and client deadlines, along with the documentation that helps the function scale.
• Over time, as automation takes on the manual work, this grows into client support and direct relationship management.

Customer Success Associate

• Configure financial or treasury system functionality in line with approved requirements and solution designs.
• Translate business requirements into system workflows, configuration settings, templates, and process rules.
• Validate configuration through internal testing and support delivery within agreed scope, timelines, and quality standards.
• Participate in client workshops to gather, clarify, and document business and system requirements.
• Support clients with implementation workbooks, data templates, and required inputs.
• Ensure requirements, configuration decisions, and testing outcomes are clearly documented and traceable.
• Support system testing, user acceptance testing, scenario validation, and defect resolution.
• Log, track, investigate, and help resolve configuration gaps, data issues, and testing defects.
• Assist with data collection, cleansing, mapping, loading, and validation.
• Review client data for accuracy, completeness, and consistency.
• Escalate data risks, gaps, or dependencies that may affect implementation delivery.
• Support go-live preparation, production readiness, and early-life system support.
• Assist with user queries, implementation issues, and minor configuration adjustments during transition.
• Prepare and maintain configuration guides, test scripts, solution notes, issue logs, and project documentation.
• Track assigned tasks, deliverables, risks, and dependencies in line with project plans.
• Provide progress updates and collaborate with project managers, consultants, technical teams, and client stakeholders.

Junior Treasury Systems Implementation Consultant

• Lead end-to-end implementation projects, acting as the primary point of contact from point-of-sale to a fully operational, live product and ensuring a seamless client experience;
• Conduct deep-dive discovery sessions to understand clients' procurement and financial processes and translate business requirements into customized, optimized product workflows;
• Manage timelines, deliverables, and technical alignment, guiding clients through data mapping, validation, and migration of vendor lists, budgets, item catalogs, and other business data into the platform;
• Keep both internal teams and client-side stakeholders on track with strict deadlines, managing risks and unblocking technical dependencies;
• Deliver high-impact interactive workshops and onboarding sprints for key client stakeholders, enabling them to operate the platform independently;
• Create tactical, highly structured enablement resources (deployment playbooks, configuration guides, short video workflows) to standardize the implementation process;
• Partner with Sales, Product, and QA teams to escalate technical blockers and translate client feedback into actionable product improvements.

Implementation Consultant, Fluent English – Global

• Proactively identify at-risk customers and reach out before they churn
• Conduct empathetic retention calls, resolve complaints and address concerns
• Negotiate contract renewals, upgrades and pricing arrangements
• Design and execute win-back campaigns for recently churned customers
• Track and report retention metrics and customer health scores weekly
• Collaborate with customer success and product teams to improve the experience

• Onboard new clients and ensure a smooth transition from sales to service delivery
• Build strong relationships with clients to maximise product adoption and satisfaction
• Conduct regular check-in calls, QBRs and health score reviews with assigned accounts
• Proactively identify churn risks and escalate to retention teams as appropriate
• Gather client feedback and collaborate with product teams to improve the offering
• Track customer success metrics and contribute to team reporting and strategy

Customer Success Specialist

• Own the planning and delivery of CRM campaigns and automated journeys across email and other CRM channels.
• Translate business objectives into clear CRM strategies that drive engagement, conversion, and retention.
• Champion CRM best practice, ensuring communications are customer-first, compliant, and value-led.
• Provide strategic influence, collaborating with other teams to align email campaigns with overall marketing goals.
• Own the end-to-end strategy for email marketing, including planning, segmentation, automation, and optimisation.
• Design, build, and optimise multi-step CRM journeys (e.g. onboarding, activation, engagement, reactivation).
• Lead the development of personalised, dynamic content using behavioural, transactional, and preference data.
• Ensure campaigns are delivered accurately, on time, and to a consistently high standard.
• Drive email list growth, segmentation, personalisation, and targeting strategies.
• Leverage data to segment audiences intelligently and deliver relevant, timely communications.
• Develop and own testing and optimisation frameworks (A/B testing, holdout testing, performance benchmarking).
• Use insights to continuously improve performance against KPIs.
• Monitor and report on CRM performance, providing clear insights and recommendations to stakeholders.
• Partner with analytics teams to define success metrics and measurement frameworks.
• Use performance learnings to inform future CRM strategy and roadmap planning.
• Act as a trusted CRM partner to cross-functional teams, including Marketing, Product, Tech, Legal, and Customer Experience.
• Influence stakeholders with data-driven recommendations and clear communication.
• Support alignment on CRM priorities, timelines, and best practice.
• Ensure CRM activity complies with data privacy regulations and internal governance standards.
• Contribute to the development of CRM guidelines, documentation, and ways of working.
• Stay up to date with industry trends, tools, and innovations, proactively identifying opportunities for improvement.

Senior CRM Specialist

• **What the Role involves:**
• - Reaching out to nursing facilities across the US — primarily by phone, supported by email and LinkedIn
• - Having genuine, unhurried conversations with social workers and discharge coordinators; building enough rapport and trust for them to take the next step
• - Independently researching and sourcing direct contact details using tools such as Apollo and LinkedIn Sales Navigator — finding the right person, not just calling the front desk
• - Coordinating onboarding for interested facilities and following up thoughtfully with contacts who've shown interest but haven't yet activated on the platform
• - Maintaining accurate and up-to-date CRM records to track every interaction and manage your follow-up pipeline
• - Supporting newly onboarded facilities through the early stages of platform use — converting sign-ups into genuinely active users

Client Outreach & Engagement Specialist – US Healthcare

• Installs, repairs and maintains hardware of ATM’s and related devices.
• Produces and maintains equipment performance/activity reports and installs modifications.
• Provides multi-vendor maintenance.
• Maintains day-to-day customer relationships; updates customers on equipment modifications; escalates issues.
• Diagnose problems – based on the information provided in assigned call as well as working with the customer to determine all issues at the site.
• Responsible for ownership of customer issues until resolution according to SLA agreements.
• Daily process the movement of stock and nature of the callout details on the mobile app.
• Communicate status updates with your electronic call notes throughout the day.
• Deal with customers and third-party service providers telephonically and in-person.
• Travel within South Africa to perform ATM’s and related devices servicing, installations and repairs.
• Be available on the stand-by roster on weekends, public holidays or weekend shift work, when required.

Customer Engineer

• Own a portfolio of manager relationships, from first introduction through ongoing reporting, building long-term partnerships and securing timely, complete data submissions
• Serve as the first point of contact for the hedge funds and GPs submitting data, communicating directly with them and keeping the Customer Success team informed
• Own data coverage and quality across your portfolio, measured against clear KPIs for timeliness, completeness, and accuracy, and tracked through exception reporting that you analyse and act on
• Lead end-to-end onboarding of new managers and funds, from introductory call through to the inaugural reporting cycle, working closely with internal data analysts to meet and exceed onboarding SLAs
• Manage escalations when reporting channels break down, diagnosing the root cause, leading the conversation with the manager, and driving the issue through to resolution
• Keep manager contact and fund details accurate and current in our Admin Portal, treating it as an active CRM that supports automation
• Run recurring analysis of coverage gaps and systemic issues across the fund universe, with clear written recommendations to Product on opportunities for automation and process improvement
• Partner with the wider Customer Success team, contributing onboarding statistics for client calls, running coverage checks during sales trials, and communicating client deadlines into the data team
• Use AI assistants and internal automations as core daily tools to chase data, validate submissions, draft outreach, query data, and accelerate Excel-heavy work
• Document processes, methodologies, and outreach materials so the function scales as the business grows
• As automation reduces the manual side of manager relations, take on a broader Customer Success remit, including client support, contributions to onboarding programmes, and direct client relationship management

Customer Success Associate – RSA

• Provision of routine hardware service, or ‘remote’ diagnostic activities, under close supervision, ensuring achievement of contract service levels with the contracted clients.
• Continuously use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)
• Successfully perform the full range of defined tasks associated with operating and controlling of installed hardware and software on a continual basis.
• Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements.
• Support fellow technicians telephonically using remote tools and customer software packages i.e. remedy.

Junior Customer Engineer – FS

• - Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid.
• - Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty.
• - Handle chargeback cases (US,UK, APAC markets) promptly, providing necessary documentation and resolutions.
• - Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes.
• - Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies.
• - Manage the Welcome Back Credits process for re-engaging former customers.
• - Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans.
• - Handle and resolve student billing inquiries, providing clear, accurate, and efficient support.
• - Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements.
• - Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency.
• - Improve internal processes and offer solutions.

Customer Retention and Operations Specialist

• Answer questions for Heidi's SMB customer base across countries and timezones, with no coverage gaps.
• Handle inbound questions over our shared email inbox, keeping responses fast, accurate and genuinely useful.
• Work with our support team and other teams across Heidi to chase down resolutions when a question needs more than one set of hands.
• Book and run one-to-one training sessions where you get ahead of problems instead of waiting for them, the kind of proactive touch that makes a customer feel looked after.
• Coach clinicians who are not yet getting the full value from Heidi, and answer questions when they hit a wall.
• Spot the moment a frustrated user becomes a confident one, and engineer more of those moments.
• Provide advice and support to colleagues around the world, sharing what you learn so the whole team gets sharper.
• Take on repeatable admin and internal requests from CS and go-to-market teams, freeing senior CSMs to focus on higher-value work.
• Stay open-minded as we develop the service motion together, bringing your ideas and testing different approaches with us so we keep what works.
• Aim, every day, to delight and surprise customers with service that is proactive, fast and high quality, and help us set a bar that customers do not expect.

• Facilitate a seamless transition from prospect to client.
• Conduct consistent and strategic follow-up with prospective clients.
• Gather relevant information regarding potential legal matters.
• Conduct initial consultations and discovery conversations with leads.
• Serve as the primary point of contact for prospective clients (PNCs).
• Clearly communicate the value of the firm’s legal services.
• Guide prospective clients through the consultation and retention process.
• Maintain accurate records within CRM and firm systems.
• Maintain organized lead pipelines and communication schedules.
• Manage the complete sales cycle from initial inquiry through retention.

Client Engagement Specialist

• Lead and manage end-to-end portfolio campaigns for SSDR Agency and Whistle OS.
• Act as the primary relationship manager focused on client retention, ensuring contractual compliance, alignment of scope, and a target of 85% quarterly portfolio MRR retention.
• Spot upsell and cross-sell opportunities, manage expansion initiatives, and maintain a clear pipeline with conversion tracking.
• Anchor regular syncs with clients and internal SDR teams to keep goals aligned, managing expectations seamlessly.
• Produce and share high-quality documentation, including meeting notes, action items, and clear communication briefs.
• Gather and analyze feedback trends to capture satisfaction signals and proactively mitigate retention risks.
• Continuously track campaign outcomes, building strategic optimization proposals aligned with the client's core business goals.
• Build and deliver comprehensive campaign health reports, interactive dashboards, and quarterly KPI scorecards.
• Act as the senior point of contact for complex issues, maintaining clear issue logs and swift resolution timelines.
• Partner closely with internal SDRs and stakeholders to ensure high-quality, seamless service delivery.

Customer Success Manager – Agency Campaigns

Onboarding Specialist

• Deliver customer onboarding and training programs for enterprise clients.
• Lead workshops and cohorts that help teams master workflows.
• Translate technical concepts into clear, practical guidance for marketing users.
• Build and refine enablement playbooks to ensure long-term adoption.
• Support clients with CRM workflows, campaign automation, and reporting (HubSpot or similar).

Customer Success jobs in South Africa

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Senior Manager, Client Retention – Contract Logistics

Associate Implementation Consultant – CDM

Operations – Customer Success Assistant

Customer Success Executive – B2B SaaS, Data Intelligence

Customer Success Associate

Junior Treasury Systems Implementation Consultant

Implementation Consultant, Fluent English – Global

Customer Retention Specialist

Customer Success Specialist

Senior CRM Specialist

Client Outreach & Engagement Specialist – US Healthcare

Customer Engineer

Customer Success Associate – RSA

Junior Customer Engineer – FS

Customer Retention and Operations Specialist

Customer Success Associate

Client Engagement Specialist

Customer Success Manager – Agency Campaigns

Customer Onboarding and Training Specialist – Marketing Tech