Customer Success Manager

Electrum is the next-generation payments technology company that provides cloud-native software to optimise the processing of financial transactions. Since 2012, we have established ourselves as a respected payments technology partner through our deep expertise and track record in delivering trusted enterprise-grade payments solutions.

We’ve built a reputation in providing solutions for high-volume, low-value payment schemes and services that enable our clients to deliver to their customers at scale. We love that the projects we work on touch the lives of millions of South Africans daily, making a real difference.

We hire the best of the best and we offer great opportunities for personal growth and career progression.

The Role

Electrum is looking for a talented and passionate Customer Success Manager (CSM) to join our team. As a Customer Success Manager, you will be responsible for ensuring that our clients achieve their desired outcomes and successfully utilise our SaaS fintech product. You will be the primary point of contact for clients, working closely with them to understand their needs and objectives, and providing support and guidance throughout their journey.

You will collaborate with cross-functional teams to deliver exceptional customer experiences, develop and maintain strong relationships with clients, and work to identify opportunities for growth and expansion. You will be the bridge between our sales and application support teams, ensuring that the customer has a consistent and positive experience with every engagement. You will implement winning customer success strategies that enhance the customer product offering, improve net promoter scores and net revenue retention, and maintain customer account health.

Key Responsibilities

A Customer Success Manager is focused on improving long-term customer retention by addressing customer issues, presenting product information and helping the sales team with upsells and renewals. As a SaaS organisation, Electrum’s customers rely on us to be experts in our field and manage their systems as if they were our own. Being our customers' Electrum champion and their first point of contact, you will:

• Serve as the primary point of contact for clients, working closely with them to understand their needs, goals, and objectives to help them achieve success with our platform and services.
• Collaborate with cross-functional teams including product, engineering, and sales, to ensure that clients receive exceptional support and service.
• Develop and maintain strong relationships with clients, serving as a trusted advisor and advocate.
• Monitor and analyze customer usage data to identify opportunities for growth and expansion.
• Build awareness of our customer’s roadmap and Electrum’s product offering
• Improve net revenue retention by maintaining and increasing monthly revenues and mitigating churn by proactively identifying and addressing customer concerns or issues.
• Communicate product updates and new features to clients, ensuring they are aware of and utilizing all available resources.
• Act as a liaison between clients and internal teams, advocating for the customer and ensuring their needs are met.
• Develop and deliver customer success metrics and reporting to management to demonstrate the value of our platform and services.

• Bachelor's degree in technology or business
• 5+ years proven work experience as Customer Success Manager or a similar role within the enterprise software industry
• Experience in handling multiple large customer accounts simultaneously
• A proven track record of limiting churn in customer accounts and improving growth
• Knowledge of customer success processes

Increase Your Odds by Having:

• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Analytical mindset and ability to interpret data to drive insights and actions.
• Proactive and customer-focused approach, with a commitment to delivering exceptional experiences.
• Deep empathy for customers balanced with the interests of Electrum
• Passion for service improvement
• The ability to work independently with a high degree of autonomy
• Strong problem solving and communication (written and verbal) skills
• Accountability and level headedness
• Ability to integrate data from different sources and present in a meaningful way
• Ability to position technical solutions in a business context
• Having experience in the Payments industry (advantageous)
• Having a proven track record of improving net revenue retention (advantageous)

A good work-life balance is very important at Electrum. To help you manage your own time and energy, Electrum offers benefits such as:

• Flexibility around core working hours

• Daily cooked lunches and a stocked kitchen for the mid-day nibbles
• Team socialising, getaways, and social outings

We have created a safe, transparent environment where we know mistakes happen, and that’s okay. We even have a 3 step approach to dealing with them:

1. Tell everyone about it
2. Fix the mistake
3. Tell everyone about it

You are responsible for your actions – both the successes and the failures.