About the role
A Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention, account expansion and loyalty. CSMs work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. The role requires engaging with clients across all communications mediums including video call, face to face meetings, telephonic, email and text.
During the onboarding phase of the client journey, the CSM is responsible for the effective handover from sales; understanding the customer’s contract with us, their business challenges & scope of implementation. The CSM then involves the relevant teams throughout the onboarding process. This will include liaising with internal implementation teams, integrations engineers as well as support teams to ensure the customer’s critical success factors are achieved timeously and efficiently.
Once the customer has been successfully onboarded, the CSM is responsible for retention and renewal, upsell and expansion. This is done through proactively maintaining regular contact to ensure the customer is receiving value from the software, ensuring that the implementation adapts to the changing business needs of the client and evolving capabilities of the software. Whilst the majority of interactions is done virtually, occasional travel will be required.
The Customer Experience function operates as a set of cross-functional squads. Each squad focuses on a customer segment and is made up of two CSMs, two engineers to manage the technical integration, a project manager and a dedicated level 2 support specialist. This particular role will be part of the team that services UK and US customers and will therefore require flexibility about working after hours when needed.
This role reports to the Customer Experience Manager and is a 60% in-office position. (It will be the more junior of the two CSMs in the squad.)
What you’ll do:
What you can expect from Skynamo
More about Skynamo
Skynamo’s mission is to change the sales conversation between sales managers and reps from “Are you doing your job?” to “How can we improve sales performance?” Over the years, we've worked with hundreds of companies and thousands of field sales professionals to help create transparency within their sales environment that leads to trust, collaboration, and smarter sales decisions.
Founded in 2012 in South Africa and with offices across SA as well as in the UK and US, we are approaching 1000 customers large and small across a wide range of industries including Food & Beverage, Building Materials & Hardware, Chemicals & Paints, and Automotive goods. Skynamo is a certified partner and app for Acumatica, Sage, BigCommerce and Xero. In 2019, Skynamo became one of the few tech companies worldwide to have achieved ISO 27001:2013 certification, the global benchmark in information security.
Skynamo received funding from private equity firm, Five Elms in January this year. Read more about that investment here.
Skynamo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, gender expression, age, or disabled status.
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