Customer Success Manager – Agency Campaigns

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

📋 Description

• Oversee and direct comprehensive portfolio campaigns for SSDR Agency and Whistle OS.

• Serve as the main relationship manager dedicated to client retention, ensuring adherence to contracts, scope alignment, and achieving a target of 85% quarterly portfolio MRR retention.

• Identify upsell and cross-sell opportunities, manage expansion efforts, and maintain a transparent pipeline with conversion tracking.

• Facilitate regular syncs with clients and internal SDR teams to align objectives, managing expectations effectively.

• Create and disseminate high-quality documentation, which includes meeting notes, action items, and clear communication briefs.

• Collect and analyze feedback trends to identify satisfaction signals and proactively address retention risks.

• Consistently monitor campaign results, formulating strategic optimization proposals that align with the client's primary business objectives.

• Develop and present detailed campaign health reports, interactive dashboards, and quarterly KPI scorecards.

• Act as the senior contact for complex issues, maintaining organized issue logs and prompt resolution timelines.

• Collaborate closely with internal SDRs and stakeholders to guarantee high-quality, seamless service delivery.

⛳️ Requirements

• A minimum of 3–5 years in SDR management or operations within an SDR agency.

• Proficient in portfolio management, client engagement, and performance reporting.

• Native or professional-level proficiency in English, with the ability to communicate clearly and concisely.

• Familiarity with CRM platforms, reporting dashboards, and campaign management systems.

• Exceptional written and verbal communication skills; capable of aligning various stakeholders.

• A retention-focused strategist with a proactive approach to resolving issues and identifying growth opportunities.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunity for professional development and growth within the company.

• Flexible working hours and a supportive team environment.