Customer Success Manager (SaaS) at Flickswitch

Customer Success Manager (SaaS)

We are a dynamic software company developing SAAS solutions in the telco industry. We have a solid and established base of B2B customers and our current focus is on expanding both our product set and geographic span.

We have successfully deployed our software in a number of African markets, partnering with local mobile network operators in South Africa, Kenya, Namibia, Mozambique, Tanzania, Zambia and Zimbabwe with more to come. We are positioned in the exciting growth sectors of IoT and enterprise mobile data connectivity. Our main product is SIMcontrol, a network agnostic online SIM management platform for business, helping them to better manage large numbers of deployed company SIM cards.

Our customer success team makes sure that our customers extract the most value from our services, in order for us to maximise the lifetime value we get from them. We are looking for someone with a proven management track record to lead a relatively small but geographically distributed team. If a smaller but established company with a flexible approach to work is appealing, this might be for you.

If you join us, you’ll be responsible for:

• Ensuring that new customer sign-ups are optimally on-boarded in the minimum amount of time
• Mapping the customer journey to identify weaknesses to improve on, in order to maximise NPS
• Establishing a customer nurturing, and upselling program to increase net retention rates
• Establishing an appropriate customer success and support structure for our Whitelabel customers including technical support
• Managing escalations and escalation volumes
• Providing ongoing communications to our customers to drive engagement
• Managing churn by focusing on at-risk customers to reduce gross logo churn
• Managing, growing, nurturing and motivating a small B2B CS team.

The person we are looking for is ideally: 

• Someone based in Cape Town or surrounds who is able to work from home and from our office in the Cape Town CBD.
• Intelligent and energetic. Able to motivate others in a mature, non-fluffy way. 
• Someone who can work very independently; who does not need to be policed to remain motivated.
• A good communicator and team builder.
• A person who likes to learn new things and who has an interest in technology.

Ideal experience: 

• We are looking for cultural fit and a proven track record as a customer success team manager, ideally in a SAAS environment.
• Appropriate tertiary education and customer success and -service related courses.
• Someone with experience in software, telecommunications and technology sectors; a good understanding of IoT communications is a bonus.
• 5+ years in management responsibility within an SME or corporate setting.
• Excellent communication, interpersonal, and organizational skills.
• Superb leadership ability.

Things you’ll love:

You will be working in a distributed company with offices in South Africa, Kenya and the Netherlands. Once you are up to speed you will be working independently without close supervision. Our software solutions are great to sell and we have many happy customers who love our services.  

Remuneration will comprise a basic monthly salary.