Customer Success Manager - B2B Software

• Drive the early success phase for our new customers and ensure a positive and productive start to a long relationship
  
• Own overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and up-sells
  
• Coach customers at individual level (Key account training) and group level (National paid training & Free Zoho Meet-Ups) to be product experts and train their teams on Zoho best practices so they become increasingly self-sufficient.
  
• Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations
  
• Proactively coach and guide customers to engage in best practices that enable them to succeed with the ZOHO platform
  
• Collaborate with Sales, Marketing and Product teams to offer customers a consistently high-quality experience with the ZOHO brand
  
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas
  
• Identify common customer challenges and proactively suggest better solutions
  
• Track accounts to identify churn risk and work proactively to eliminate that risk
  
• Establish a trusted/strategic advisor relationship with each Key customer
  
• Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion
  
• Identify at risk accounts and minimize monthly and annual churn rates
  
• Identify upsell opportunities and work with Sales to drive additional revenue from customers.
  
• Act as point of escalation to ensure effective resolution to all account issues
  
• Travel, meet and engage with customers via phone, email, messaging, remote sessions and onsite to discover and understand their needs and help them use ZOHO to its full potential.
  
• Hold product demonstrations for customers.
  
• Evaluate and improve tutorials and other communication infrastructure.
  
• Develop and maintain positive business, supplier and customer relationships.
  
• Report on a regular basis to management your sales activity, accounts status and possible issues.
  
• Achieve mastery of the ZOHO platform and become an expert in the SaaS space.
  
• Keep abreast of industry best practices and promotional trends.
  
• Attend, engage, train and get certified on provided training platforms.
  
Continuously improve through feedback.

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Requirements

• Communications or Marketing Degree or similar.
  
• Minimum 2 years of software support experience.
  
• 2+ years in a SaaS environment.
  
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
  
• Proven Experience with Application / Internet-Based Customer Support.
  
• Ability to (after initial training) self-manage and work within multiple systems efficiently.
  
• The ability to manage multiple tasks at once and work with non-internet savvy people in an application-based environment.
  
• Excellent communication skills and a positive attitude.
  
• Demonstrate leadership qualities.
  
• Progressive personal and business-related ideas.
  
• Not easily upset, frustrated, or flustered.
  
• Love of learning and teaching.
  
• Ability to effective research and monitor upcoming and current internet marketing trends.
  
• Fully bilingual (English & Afrikaans or other Language).
  

• A comprehensive understanding of Sales, Marketing, Support, HR, Accounting or Operations principles.
  
• We are open to local candidates only! You'll need to be in DSL Telecom’s office in Somerset West on a regular basis with ability to work remote when required.
  

• Medical Aid Contribution