The Customer Success Manager is pivotal in maintaining and growing our existing client relationships. This role serves as the bridge between the client and our internal departments (sales, support, PMO), ensuring client satisfaction, supporting operational excellence, and identifying opportunities for upselling and value expansion. This role combines elements of account management, sales operations, project coordination, and client onboarding, requiring both strategic oversight, tactical execution and general attention to detail.
Client Relationship & Account Management
- Serve as the main point of contact for assigned clients, ensuring high levels of satisfaction, trust, and retention.
- Proactively identify and respond to client needs, questions, and feedback
- Build and maintain strong, long-lasting client relationships through regular check-ins, business reviews, and in-person visits.
- Manage client expectations, ensuring transparency, timeliness, and accuracy in communication.
Operational Support & Coordination
- Manage project implementation, including (but not limited to) control room setup, welcome packs, training coordination, client onboarding, etc.
- Maintain operational excellence by supporting client interactions, documentation, and system records (e.g., QuickBase).
- Work closely with both the project management and the support team to monitor and escalate customer issues, ensuring resolution and follow-through.
- Coordinate the creation and maintenance of client documentation, reports, and communication packs, presenting to stakeholders where required.
Sales Enablement & Opportunity Management
- Identify upselling and cross-selling opportunities within existing accounts and work with the sales team in closing these opportunities.
- Collaborate with the commercial team to structure contracts and proposals tailored to client needs.
- Maintain awareness of client commercial terms and ensure proper handling of renewals and service expansions.
Client Engagement & Feedback
- Conduct monthly surveys and feedback sessions to monitor client satisfaction and extract insights into improvement.
- Report client feedback internally to improve processes, product offerings, and client experience, thereby minimising churn.
- Facilitate and coordinate client training, ensuring users are equipped to maximise the value of our products and services.
Project Coordination
- Collaborate with the Project Management Office (PMO) on client-specific initiatives, providing oversight and acting as the client advocate.
- Ensure client needs are effectively represented in project scopes, timelines, and deliverables.
- Track progress of project-related deliverables relevant to client success, without taking on full PM responsibilities.
- Qualifications and experience
- 5+ years’ experience in a client-facing role (e.g. Account Manager, CSM, or Sales Operations)
- Proven ability to manage multiple client accounts and coordinate across departments
- Proven track record of maintaining high client retention and satisfaction rates
- Working knowledge of CRM tools and customer support platforms (e.g., QuickBase or similar)
- Experience in identifying upsell opportunities
- Experience using data to inform account strategies and reporting requirements
To apply, please visit https://vumacam.co.za/careers
