SMB Customer Success Manager

Customer Success · Stellenbosch, Western Cape
Department Customer Success
Employment Type Full-Time
Minimum Experience Mid-level

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:

  • Deliver and communicate ROI for our clients, throughout the customer lifecycle
  • Grow revenue from existing clients through more licenses, upselling on product functionality or expanding into additional business units
  • Be a trusted partner for the customer 
  • Maintain a cadence of communicating with customers about their adoption of and sentiment towards Skynamo
  • Represent the voice of the customer to inform Skynamo’s sales process and product roadmap
  • Identify opportunities for customers to act as Skynamo advocates (i.e. Testimonial and cast study opportunities)
  • Work with internal Skynamo teams to ensure a smooth and successful implementation
  • Ensure renewal and increased usage of the Skynamo subscription

 

Requirements:

  • B.Com or similar degree or equivalent work experience
  • 2+ years in customer success, relationship management, account management or similar role
  • Exceptional communications skills, highly organised, collaborative and detail orientated
  • Proven track record of building and maintaining relationships, while working to mitigate churn and drive adoption and renewals
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Passion for technology and for being part of a fast-growing SaaS company
  • Experience within SaaS environment is an advantage
  • Results-driven with a bias towards speed and action
  • Understanding of business processes in general
  • Driver’s license

 

What you can expect from Skynamo

  • Competitive salary and benefits package
  • 20 days leave in first 2 years and then 25 days
  • Being part of a team that has a measurable and direct impact on Skynamo’s success across the globe
  • A challenging and fun working environment that prioritizes learning and development as well as action
  • Exciting offices that offer in-house barista, daily lunches, and an active social calendar with co-workers
  • Pizza Fridays… yup, everyone gets a pizza, every Friday!

 

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.

 

To get to more about our culture and our people please check out: https://www.instagram.com/skynamohq/ and https://www.linkedin.com/company/skynamo/

 

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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  • Location
    Stellenbosch, Western Cape
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level