Customer Success Manager – Durban
IT
KZN
Reports To: Head of Business Support Services
Location: (Office & Client Sites)
Attendance: Monday – Friday, 08:00 – 17:00
Job Purpose
The Customer Success Manager (CSM) guides clients through the transition from the sales process into the long-term support phase. Unlike a traditional support agent, the CSM builds direct, value-driven relationships to help clients achieve their strategic goals while strengthening their partnership with the business.
This role involves advising on purchasing decisions, onboarding new users, and acting as a bridge between the client and internal product teams.
Key Responsibilities
- Relationship Management: Serve as the primary point of contact for matters beyond standard service delivery, maintaining trust through regular, professional communication.
- Advocacy & Onboarding: Act as a client advocate to ensure satisfaction and lead the onboarding process for new customers to ensure they fully leverage available solutions.
- Account Growth: Identify and pursue upselling opportunities and assist clients in maximizing the value of their contracted services.
- Project & Risk Oversight: Oversee client-related projects, identify technical risks impacting their IT systems, and provide recommendations for resolution.
- Liaison & Communication: Act as a liaison between support teams and clients to resolve technical issues and share relevant industry insights and product updates.
- Retention: Monitor product expiration dates and manage renewals timeously to minimize churn.
- Strategic Planning: Conduct annual gap analyses to generate account plans, review technical infrastructure, and assist clients with IT roadmaps.
Requirements
- 5+ years of industry-relevant experience with a proven track record in Sales or Customer Relations Management.
- IT Management / Business Degree or a suitable Diploma; Grade 12 Senior Certificate.
- Proficiency in Microsoft Office and a strong understanding of IT industry products, services, and licensing.
- Exceptional written and verbal communication skills with experience preparing professional materials.
- Valid Driver’s License and willingness to travel to client sites.
- Relationship Driven: Naturally builds and nurtures long-term client trust.
- Strategic Problem Solver: Analyzes root causes to craft solutions aligned with long-term goals.
- Results Orientated: Focuses on measurable outcomes like retention, satisfaction, and revenue growth.
- Proactive & Adaptable: Anticipates challenges before they arise and thrives in fast-paced, dynamic environments.
