Bradford Jacobs has partnered with a fast-growing global SaaS company that develops cloud-based financial management software for finance and accounting teams. Its platform helps organisations automate complex accounting processes, improve financial reporting, maintain regulatory compliance, and gain greater visibility over critical financial data. Serving thousands of customers worldwide, the business is continuing to expand its product portfolio and invest in its Customer Success organisation, creating exciting opportunities for professionals who are passionate about delivering customer value and driving long-term client relationships.

About the role

We're looking for an experienced Customer Success Manager to join a growing Customer Success team supporting a portfolio of primarily US-based customers. This is an opportunity to build trusted customer relationships, drive product adoption, improve retention, and identify opportunities to expand customer value across a growing suite of SaaS products.

You'll become a strategic partner to your customers, helping them achieve their business objectives while acting as their voice internally to influence future product development.

What You'll Be Doing

Manage a portfolio of customer accounts throughout the entire post-sales lifecycle.
Build strong, long-term relationships and become the trusted advisor for your customers.
Partner with Sales and Implementation teams to ensure smooth customer onboarding and successful handovers.
Develop Customer Success Plans with measurable business outcomes and success metrics.
Conduct regular account reviews and proactive customer engagement meetings.
Monitor customer health, adoption and satisfaction, taking action to reduce churn risk.
Drive customer retention through successful contract renewals.
Identify cross-sell and upsell opportunities that increase customer value and revenue growth.
Analyse customer usage data to provide strategic recommendations and improve outcomes.
Resolve customer issues quickly, coordinating with internal teams where required.
Gather customer feedback and share insights with Product teams to influence future enhancements.
Identify customer advocates for case studies, testimonials and reference opportunities.

About You

You'll be a proactive, relationship-focused Customer Success professional who enjoys understanding customers' businesses and helping them achieve measurable success.

You'll ideally have:

3-4 years' experience in Customer Success or Account Management within a SaaS or software business.
Experience creating Customer Success Plans and using customer health metrics to drive engagement.
Strong commercial awareness with the ability to identify expansion opportunities.
Experience managing customer renewals and supporting contract discussions.
Excellent communication and presentation skills.
Strong organisational skills with exceptional attention to detail.
A data-driven, analytical approach to customer management.
Experience using CRM and Customer Success platforms such as Salesforce, ChurnZero or Google Workspace.
A bachelor's degree or equivalent professional experience.

Experience working with finance or accounting software is advantageous but not essential. Candidates with an interest in learning the accounting space and becoming product experts are encouraged to apply.

Working Model - Remote, but must be based in South Africa

Salary - USD43,000 per annum

Working hours - Monday to Friday - working EST hours

Additional benefits included.

Customer Success Manager

Job Description