Strategic Customer Success Manager - SaaS Adoption & Growth

The CRM Team is a leading partner helping organizations across Africa simplify collaboration, automate workflows, and scale with confidence.

As a Customer Success Manager, you will play a key role in ensuring our clients realize the full potential of You will be the bridge between our implementation teams and the customer, ensuring seamless adoption, measurable outcomes, and long-term retention. You will also support our Account Managers to ensure that happy customers renew and expand their accounts.

You will work with customers across diverse industries to help them unlock productivity through 's Work OS - designing tailored workflows, leading onboarding sessions, and driving user engagement. Your success will be measured by customer satisfaction, renewal rates, and growth within existing accounts.

About The Role:

• Build strong relationships with our clients to understand their needs and ensure their success with
• Serve as the main point of contact and liaison between clients and the rest of the team
• Empower customers to connect their goals and challenges with the solution in
• Take ownership of new accounts and manage their onboarding
• Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product
• Stay in touch with clients to ensure thatthey'rerealising the full potential of
• Build, own, and execute client success and engagement plans
• Navigate client organisations to uncoveradditionalproduct applications & opportunities for partnership
• Spearhead internal cross-functional improvement projects
• Represent voice of the customer and influence product development roadmap
• Partner with Consulting and Product teams on upsell, cross-sell, and expansion opportunities

Requirements

• 3+ years of B2B SaaS customer success, account management or consulting experience working with accounts ofvarious sizes
• Superb written and verbal communication skills
• Bold,self-drivenand high energy
• Ability to take initiative and adapt
• Prior experience in strategy consulting - advantage
• Strong customer-facing and presentation skills with the ability toestablishcredibility with executives
• BA or BS degree