Client Success Manager

TITLE

CLIENT SUCCESS MANAGER

REPORTS TO

HEAD OF CLIENT SUCCESS

JOB SUMMARY

The Client Success Manager (CSM) will be responsible for building strong client relationships within the Gauteng region, ensuring service delivery meets client needs, and driving account growth through proactive engagement. As the CSM, you will be required to monitor client satisfaction, manage contract renewals, facilitate onboarding, and ensure service-level agreements (SLAs) are updated and executed by aligning internal teams and focusing on retention. You will play a key role in sustaining revenue growth, client loyalty, and long-term partnerships

RESPONSIBILITIES

Onboarding of client

• Successfully coordinate client handover alongside sales to CSM
• Communicate and clarify client’s needs in partnership with sales during handover process to internal departments (Operations, Accounts, Data)
• Execution of SLA alongside sales. Reviewed and concluded by legal and internal departments and filed on internal platforms

Customer Interactions

• Client Interactions and site visits monthly/quarterly. Recorded through mobile office and meeting minutes
• Escalate problems or queries when necessary, assist with problem solving and advise internally and ensure follow-through to resolution
• Goal Alignment & Value Delivery tracking in line with the client’s main objective for using our services

Retention

• Client Retention Rate Tracking- Manage and record renewals
• Flag at-risk accounts in CRM and highlight in weekly/monthly meetings

Revenue Growth

• Communicate, negotiate and apply annual increases
• Upselling and cross selling additional services and additional sites within a group
• Review of proposals and quotes alongside sales
• Track the profitability of sites and report internally

NPS Measurement •Measure client satisfaction and reporting the data internally into our systems(Hubspot) SLA Management

• Monthly account plans updated on Hubspot- include updated information and update goals as and when they change of each client/site
• Increases/addendums to contracts loaded on to the system (Secure Office)
• Annual update and review SLA/Contract with Customer annually- align with internal departments to all changes (accounts/ops)
• Manage and record renewals

Events

• Engage with clients on upcoming events and awareness days where WastePlan can get involved
• Communicating events internally alongside marketing and CSM assistant
• Track and record event for internal reporting

REQUIREMENTS

• Minimum matric, a relevant diploma or degree will be advantageous
• Minimum 5 years working experience in a similar role
• Minimum of 2 years managerial experience
• Relevant experience, knowledge and skills
• High proficiency in Microsoft Office is essential
• Valid code 8 drivers’ license and own reliable transport

Cost to Company (CTC) details will be discussed during the preliminary screening stage of the recruitment process. Employment will be implemented in accordance with the Employment Equity Act. Only Applicants considered for the role will be contacted.