Customer Success Manager at Black Swan Data

The Role

The Customer Success Manager is a pivotal role in driving the engagement of Black Swan’s major clients, with the various products we provide.

With direct ownership for the major elements of the day-to-day running of our most important global clients, the Customer Success Manager drives the adoption & usage of our clients, which power the satisfaction those client’s have, with the portfolio of solutions we provide.

Heavily focused on direct client contact, the Customer Success Manager roles rely on individuals who are comfortable managing clients at both senior stakeholder and junior-user levels, guiding them to see the right outcomes in the data we provide, while supporting their needs in understanding how to use & apply the insight Black Swan provides.

Reporting to the Strategy & Success part of the commercial organisation, these roles, though based in Cape Town, manage global client’s across many geographies and categories. For this reason, cultural sensitivity, exposure to multiple facets of CPG & experience of different clients is highly preferred.

Candidates should be well versed in the fundamental skills of Customer Success – storytelling/reporting, training, CSAT and support, with a clear understanding of how to drive usage & adoption. The Customer Success Managers will also need to manage client work, on occasion, outside of normal working hours due to the time zones of clients they will work with (EU, US & APAC)

Key Responsibilities:

• Revenue retention : drives client outcomes that reduce churn & optimise GRR
• Tier 1-2 Renewal : actively supports design & delivery of annual programs to ensure client renewal in tier 1-2 client segments
• Usage & adoption : increase user rates, time & embedding of Black Swan in client’s organisations
• CSAT : unlocking & delivering against client needs to fuel CSAT improvement
• Opportunity mapping : network development & ability to find new sales opportunities to pass to client strategy

Essential Skills and Experience:

• At least 3 years customer success experience, ideally with knowledge of CPG
• Clear evidence of managing client relationships directly, with major global players
• Experience of leading reporting design & delivery to steer client thinking
• Key evidence points of helping to reduce client churn & ensure contract renewal
• Ability to train & support staff across levels of major global clients, driving clear CSAT gains

What makes a Swan?

We want people fanatical about creating innovative solutions inspired by data. We know Black Swan’s DNA is different, it’s what helps us find new perspectives on our clients’ problems. Working in a fast paced, energized environment, our bar is set high, and an ability to build long lasting partnerships both internally and externally is vital.

We have made a difference at our core and that is embedded in our values.

• We believe in long-term partnerships through transparency and honesty
• We believe in leaving the world in a better place than we found it
• We believe anyone can achieve great things. We do not put people in boxes
• We listen more than we talk
• We think 10% crazy is just about right!
• Most importantly, and because you spend 60% of your waking time at work, we believe you should enjoy it