(Senior) Customer Success Manager

Johannesburg-Based | Scale-Up | Full-time Role | Operations Machine | Hiring Manager: Nonsuku Mthimkhulu Jem is on the hunt for a (Senior) Customer Success Manager based in Johannesburg. This isn’t a typical Customer Success role. This is a chance to sit at the heart of one of South Africa’s fastest-growing HR tech companies. Jem is a fast-growing HR tech scale-up building tools for frontline teams, now supporting just under 200,000 frontline employees across South Africa. In this role, you’ll own meaningful customer relationships, lead high-impact onboardings and turn complex systems, data, and change into simple, empowering experiences. You won’t just support customers, you’ll become a trusted partner in how their organisations grow. ⭐️ Your Mission Your mission is to turn complexity into outcomes and customers into long-term partners. ️ ⭐️ What Success Looks Like Success in this role means customers trust your judgement, internal teams rely on your insight, and Jem’s value is visible in how customers operate every day. ⭐️ What You'll Do You will be responsible for driving successful, on-time implementations, deep product adoption, and strong commercial retention across a portfolio of strategic customers. You will set the standard for how Jem shows up - operationally excellent, commercially aware, and deeply invested in customer outcomes. ⭐️ You'll Thrive Here If You You’re proactive, structured, and thrive in a high-speed environment. You love clients: not the “smile and wave” kind, but the “let’s fix this together” kind. You’re comfortable juggling details, deadlines, and personalities without losing calm. You get energy from solving problems and turning chaos into clarity. You’re data-driven, commercially minded, and take ownership of results. You’re obsessed with learning (about our product, our customers, and how to make both better) ⭐️ Requirements Minimum: Bachelor’s degree or equivalent experience in Business, HR, or a related field. 7 - 10 years’ experience in account management, customer success, or implementation. Strong communication and problem-solving skills. Basic understanding of data handling and systems. Nice to have: Experience in SaaS or HR tech. Exposure to sales, upselling, or project management. ⭐️ What You Can Expect From Us Hybrid work environment with a 3-day office policy in our newly renovated Johannesburg office. Competitive salary (R50,000 - R80,000 monthly base salary depending on experience and fit, plus commission) Great Benefits (lunch 4 times a week, medical aid contribution, retirement annuity contribution, etc.)and 22 days of annual leave. Access to high-growth learning: operations, customer psychology, product design, and automation. Real autonomy: you’ll own your portfolio and be trusted to deliver. We respond to all applications. You can expect feedback on your application, even if we decide not to move forward. When our customers thrive, thousands of South African employees get access to the benefits and security they deserve. If you’re ready to help build the future of how companies care for their people, we’d love to have you apply.