Customer Success Executive – B2B SaaS, Data Intelligence

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Actively engage with current platform users to enhance product adoption and engagement.

• Establish strong relationships with customers, serving as their trusted point of contact.

• Conduct proactive check-ins through phone, email, and video meetings.

• Discover opportunities to enhance the customer experience and promote increased platform usage.

• Guide users in navigating platform functionalities, features, and best practices.

• Provide product demonstrations and onboarding sessions.

• Share video tutorials, documentation, and learning resources to facilitate customer success.

• Assist customers in confidently navigating the platform to achieve their business goals.

• Collect customer feedback and identify common questions or challenges.

• Relay user insights to internal teams to enhance onboarding, customer experience, and product development.

• Recognize trends that could boost customer engagement and retention.

• Contribute ideas aimed at improving customer education and support materials.

• Keep accurate records of customer interactions within the CRM system.

• Monitor customer engagement and proactively follow up for additional support when necessary.

• Manage a substantial portfolio of users while delivering a personalized customer experience.

• Work collaboratively with sales, product, and support teams to meet customer needs.

⛳️ Requirements

• Prior experience in Customer Success, Customer Support, Client Services, Onboarding, or Training.

• Experience in supporting customers utilizing a SaaS or technology product is highly preferred.

• Exceptional verbal and written English communication skills.

• Comfort in communicating with customers through phone, email, and video.

• Strong relationship-building and presentation capabilities.

• A proactive, customer-centric mindset combined with outstanding problem-solving skills.

• Ability to explain technical concepts in a clear and straightforward manner.

• Excellent organizational skills, capable of managing multiple customer relationships at once.

• Previous experience in a B2B SaaS environment.

• Experience in delivering software onboarding or customer training sessions.

• Familiarity with CRM platforms such as HubSpot, Salesforce, or similar tools.

• Experience in creating or presenting educational content for users.

• Understanding of customer success metrics and strategies for customer engagement.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• Collaborative and inclusive company culture.