Customer Success Manager

We are actively seeking a Customer Success Manager to join our Cape Town office.

Job description

We connect @CM.com
CM.com is a fast growing, listed, and global tech company. We offer over 40 software products to our customers, which you’ve probably already touched by receiving text or WhatsApp messages, buying tickets for festivals or while chatting via an AI chatbot for your support questions. We help create the ultimate customer experience for our customers to you, the end user.

All tech stuff, but we believe people make the difference. And that is exactly what our bright bunch of ambitious caring colleagues do. Every day. Together. Entrepreneurial people are the beating heart of our club. And this way, we can take on any challenge that comes our way. Our credo has been the same since the beginning in 1999: “Do what you like, do what you’re good at, and contribute”.

To help us achieve this mission we are looking for an experienced Customer Success Manager(CSM), who has a passion for technology in a fast-paced environment, with proven success in building strong customer relationships, while helping them achieve their business objectives.

What you will do

We are actively seeking a Customer Success Manager to join our Cape Town office. The onboarding phase is where the journey really starts with the CSM. The CSM is the primary point of contact for the customer, while working closely with cross functional teams to manage expectations and achieve the clear goals. This activity can be across multiple products from the CM.com product portfolio. You the CSM will, amongst others:

  • The CSM represents the customer within the local and global CM.com business.
  • Your interactions with the customer will be via multiple channels of communication, as well as in person.
  • Ensuring the customer is fully trained and supported with the Product | Solution implemented, as well as the CM.com platform. It is essential to ensure the customer is fully enabled in a timely manner to realise their success.
  • During the entire customer journey you will be nurturing multiple relationships with key stakeholders. As you gain a comprehensive understanding of the customers business , you will start to build a joint journey with the customer – This is never in isolation to the Sales Team, it is always a collective effort. This journey will cover 4 critical phases _ Adoption, Retention(Renewals) , Expansion and ultimately Customer Advocacy.
  • Part of the success in your role is reflected in onboarding a satisfied and successful customers.
  • Continuous engagements to build strong relationships with cross functional Global Teams.
  • Orientate and encourage customer feedback through post onboarding surveys, product surveys, NPS Score surveys. This is an important element.
  • Identify potential upsell and cross sell through your engagement with the customer. At no point is Sales or CSM out of the communication loop - for the customer we are one account team.
  • Proactively identify and communicate any risk in the account and manage through an agreed mitigation plan.

Job requirements

You connect with us if you have:

  • Completed relevant Tertiary qualification
  • 5+ years experience in Project management, Account management or Customer
  • An appetite to learn and be part of a fast paced, for ever changing environment
  • Independent and a mature approach to work
  • Customer centricity is part of your DNA
  • Experience working in a SaaS environment
  • Experience working with Salesforce or Totango, is an advantage

Benefits of working @CM.com
In our Global Onboarding program, we want you and all our other new Club Members to have a complete deep dive into the culture of CM.com. An exciting program will be waiting for you!

We offer

  • 22 days leave per annum
  • Friday Lunch
  • Medical aid contribution
  • An employee stock purchase plan (ESPP) - a program in which participating employees can purchase company stocks at a discounted price.

Ready to join the Club? Apply now!
Apply via the company website and the assigned Recruiter will be in touch. See you soon!

We are transparent, humble, and approachable regardless of age, culture, background, gender, or religion e.g. Everyone is allowed backstage and allowed on the VIP deck, together.

What we offer

Challenging job

Work in an innovative and fast-growing company

The place to be

A pleasant and safe working environment.

Full of opportunities

Shape your own job with your skills

Team work

Work with motivated and entrepreneurial colleagues

CM Academy & CMBA

Grow through courses, seminars and education

Up to speed in no time

Onboarding and buddy program in the first weeks

Our Hiring Process

It's just clean and simple!

Step 1

Initial call

In our first call we would like to talk about your experience and motivation.

Step 2

Cultural check

Step 3

Meet the Team

Step 4

Get an Offer!

Join the Club
Start the Conversation
We look forward to hearing from you!