Customer Success Manager

Minimum requirements: Bachelor's degree in Business, Sales, or a related field (preferred). 5 years of experience in customer renewals, sales operations, or subscription-based revenue management 5-7 years of SAP knowledge, including exposure to the customer care model and service model on SAP. Proficiency in Salesforce (SFDC) or other CRM platforms Excellent problem-solving, decision-making, and negotiation skills Strong organizational, time management, and project management abilities Strong analytical skills with experience in KPI tracking, data interpretation, and strategic planning. Proven leadership experience in managing and developing high-performance teams Ability to work cross-functionally and collaborate with multiple business units. Strong organizational, time management, and project management abilities Experience in process automation, digital sales, and revenue optimization Effective communication and interpersonal skills, with the ability to engage stakeholders at all levels. Experience in managing customer renewals in a SaaS, IT, or subscription-based industry - Preferred Knowledge of business intelligence tools and data analytics - Preferred Experience working in a global organization with remote teams - Preferred Understanding of customer experience management and customer loyalty strategies - Preferred Process Optimization & Data Management Monitor dashboards to track KPIs, ensuring strong system hygiene and data integrity. Analyse customer service Net Promoter Scores (NPS), customer gross profit, and churn risk. Identify and implement process improvements to enhance operational efficiency. Utilize analytics, automation, and digital tools to streamline workflows and improve scalability. Strategic Collaboration & Reporting Work cross-functionally with Sales, Finance, Customer Success, Business Intelligence, and Operations teams. Develop and drive strategic initiatives that promote revenue growth and customer retention. Generate and present reports on key metrics, customer insights, and business performance. Manage and optimize the implementation of new technologies and programs. Customer Renewal & Revenue Growth Oversee early, accurate, and timely renewals of customer contracts. Implement strategies to minimize customer churn and enhance retention. Drive upselling, cross-selling, and down-selling initiatives to maximize revenue opportunities. Collaborate with sales and customer success teams to identify and act on revenue growth opportunities. Team Leadership & Development Establish, grow, and maintain a highly skilled Salesforce (SFDC) operations team. Hire, onboard, train, and continuously develop new and existing team members. Foster a high-performance culture through coaching, motivation, and structured goal setting. Conduct regular team meetings and ensure open communication with key departments Establishment of CCP Renewals Framework Design and implement the CCP renewals structure, ensuring all processes are clearly defined and effectively executed. Set up necessary systems and tools to manage renewals efficiently. Develop a strategy to integrate the CCP renewals process within the broader sales and customer success teams. Ensure alignment with SAP systems, including the customer care and service models, for a seamless customer experience. Consultant: Charlene Nel - Dante Personnel Pretoria Silver Lakes

Location: Midrand, ZA

Posted Date: 4/18/2025