Customer Success Manager

Customer Success Manager

Location: Randburg, Johannesburg

Salary: R22,000 – R50,000 per month (depending on experience)

Industry: Insurance | Fintech | SaaS / Platform Solutions

Overview

A growing platform solutions company operating in the insurance sector is seeking a Customer Success Manager to join their team in Randburg.

The successful candidate will be responsible for managing and growing relationships with existing insurance clients, ensuring strong platform adoption, high customer satisfaction, and long-term retention.

This role acts as the strategic bridge between sales, delivery, and customers, ensuring a seamless customer journey while identifying opportunities for expansion and revenue growth.

Key Performance Indicators (KPIs)

Customer Retention Rate (ARR)

Net Promoter Score (NPS)

Customer Expansion Revenue

Product Adoption Metrics

Customer Support Response & Resolution Times

Stakeholder Engagement and Governance Reviews

Key Responsibilities

Customer Engagement

Build strong relationships with key stakeholders within insurance clients

Conduct regular strategic and governance review meetings

Identify opportunities to enhance client value and satisfaction

Onboarding & Product Adoption

Lead customer onboarding from legacy systems to the company platform

Drive platform adoption through training and best practice sharing

Retention & Customer Satisfaction

Monitor customer satisfaction and proactively address risks

Develop strategies to improve the customer experience and reduce churn

Revenue Growth

Identify opportunities for upselling and cross-selling services and platform capabilities

Work closely with sales, pre-sales, delivery, and product teams to convert opportunities

Cross-Team Collaboration

Act as liaison between sales, delivery, product, and technical teams

Ensure alignment on client goals and expectations

Support internal teams to resolve client challenges efficiently

Data & Insights

Analyse platform usage and performance data

Provide feedback to product teams to support roadmap improvements

Identify process improvements that enable account growth

Escalation Management

Act as the first point of contact for client escalations

Coordinate resolution with internal teams

Manage expectations and ensure timely delivery

Thought Leadership

Share industry trends and insights with clients

Guide customers on best practices and platform optimisation

Team Leadership

Build and mentor a high-performing customer success team

Align team objectives with company strategy

Customer Information Management

Maintain an up-to-date repository of key client information including:

Executive Sponsors and BU Leaders

Procurement and Compliance processes

Customer advocates and key influencers

Competitors, partners, and vendors

Engagement history and technology landscape

Minimum Requirements

Proven experience in Customer Success, Account Management, or Client Relationship Management

Experience within insurance, fintech, or financial services

Strong understanding of SaaS / platform-based solutions

Ability to manage strategic client relationships and drive retention

Experience tracking NPS, adoption metrics, and expansion revenue

Excellent communication, presentation, and stakeholder management skills

Experience working with cross-functional teams (sales, product, delivery)