Customer Success Manager

at  Electrum Payments

Electrum is an exciting B2B tech company. We partner with some of South Africa’s biggest household names, enabling them to open up their customers’ access to payments and digital goods and services. We love that the projects we work on touch the lives of millions of South Africans every day, making a real difference.
We hire the best of the best and we offer great opportunities for both personal growth and career progression.

REQUIREMENTS

• Bachelor’s degree in technology or business
• 5+ years proven work experience as Customer Success Manager or a similar role within the enterprise software industry
• Experience in handling multiple large customer accounts simultaneously
• A proven track record of limiting churn in customer accounts and improving growth
• Knowledge of customer success processes

THE ROLE

Electrum is looking for a talented and passionate Customer Success Manager (CSM) to join our team. As a Customer Success Manager, you will be responsible for ensuring that our clients achieve their desired outcomes and successfully utilise our SaaS fintech product. You will be the primary point of contact for clients, working closely with them to understand their needs and objectives, and providing support and guidance throughout their journey.
You will collaborate with cross-functional teams to deliver exceptional customer experiences, develop and maintain strong relationships with clients, and work to identify opportunities for growth and expansion. You will be the bridge between our sales and application support teams, ensuring that the customer has a consistent and positive experience with every engagement. You will implement winning customer success strategies that enhance the customer product offering, improve net promoter scores and net revenue retention, and maintain customer account health.

KEY RESPONSIBILITIES

A Customer Success Manager is focused on improving long-term customer retention by addressing customer issues, presenting product information and helping the sales team with upsells and renewals. As a SaaS organisation, Electrum’s customers rely on us to be experts in our field and manage their systems as if they were our own. Being our customers’ Electrum champion and their first point of contact, you will:

• Serve as the primary point of contact for clients, working closely with them to understand their needs, goals, and objectives to help them achieve success with our platform and services.
• Collaborate with cross-functional teams including product, engineering, and sales, to ensure that clients receive exceptional support and service.
• Develop and maintain strong relationships with clients, serving as a trusted advisor and advocate.
• Monitor and analyze customer usage data to identify opportunities for growth and expansion.
• Build awareness of our customer’s roadmap and Electrum’s product offering
• Improve net revenue retention by maintaining and increasing monthly revenues and mitigating churn by proactively identifying and addressing customer concerns or issues.
• Communicate product updates and new features to clients, ensuring they are aware of and utilizing all available resources.
• Act as a liaison between clients and internal teams, advocating for the customer and ensuring their needs are met.
• Develop and deliver customer success metrics and reporting to management to demonstrate the value of our platform and services.