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

• 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

• 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

• 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 jobs in South Africa

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Operations – Customer Success Assistant

Customer Success Executive – B2B SaaS, Data Intelligence

Customer Success Associate

Customer Success Specialist

Senior CRM Specialist

Client Outreach & Engagement Specialist – US Healthcare

Customer Success Associate – RSA

Customer Success Associate

Client Engagement Specialist

Customer Success Manager – Agency Campaigns