Customer Success Manager

📍 South Africa (Remote - US EST hours: 13:00 - 22:00 SAST)

💰 R480,000 - R660,000 per year

🚀 Build custom AI workflows with high-impact revenue growth

Role Overview

A fast-growing B2B SaaS platform specialising in communication and AI automation software is seeking a Customer Success Manager to join their team. Operating as a core revenue engine rather than a cost centre, the business provides a high-growth environment with direct influence on product trajectory.

Reporting directly to the Head of Customer Success, you will own a dedicated book of business end-to-end, driving customer onboarding, gross and net revenue retention, and account expansion. You will work directly within the platform to build complex messaging workflows and AI agents for clients without relying on engineering teams.

Key Responsibilities

• Own a dedicated book of business end-to-end, managing client onboarding, renewals, and revenue expansion cycles.
• Build and configure product workflows, messaging automations, and AI agents tailored to client business objectives without engineering assistance.
• Conduct proactive account management cadences, including structured calls, mutual success planning, and performance reporting against key metrics.
• Identify account expansion signals and collaborate with sales to convert increased platform usage into contract upgrades.
• Synthesise client feedback and usage trends to directly inform internal product and engineering development.
• Develop customer case studies, references, and testimonials based on proven client ROI.

Qualifications & Experience

• Degree with 3+ years' customer-facing experience (Customer Success Manager or Account Manager) within a technical B2B SaaS environment.
• Demonstrated technical capability to configure software workflows, automations, and AI agents without engineering support.
• Proven experience driving gross and net revenue retention, account expansion, and contract renewals.
• Ability to work full-time remotely during US Eastern hours (13:00 - 22:00 SAST) with a dedicated home office setup.
• Full professional proficiency in written and spoken English.
• Experience managing clients in staffing, healthcare, or digital transformation sectors (advantageous).

Salary & Benefits

• R480,000 - R660,000 per year