Customer Success Manager

At Peopletree Group, we help organizations align people and profit for growth through Talent Management as a Service (TMaaS).

Our solutions enable HR teams to scale talent processes, improve decision-making, and drive business outcomes by integrating technology, data, and expertise into one seamless service.

About the Role

As a Customer Success Manager, you will play a key role in supporting and expanding client relationships within our growing business. You will be responsible for ensuring customers maximize the value of our talent & performance solutions, helping them successfully implement talent strategies through knowledge sharing, and troubleshooting any challenges they face. You will primarily support English-speaking markets within the EMEA timezone, with a specific focus on clients in South Africa.

This role is hybrid, requiring some in-person engagement in Johannesburg alongside remote work.

What You'll Do

1. Serve as the primary point of contact for key customers, ensuring they effectively use our solutions.
2. Proactively engage, train, and support clients to drive adoption and retention.
3. Build strong relationships with customer HR teams, helping them drive talent management with our solutions.
4. Act as a bridge between customers and internal teams, ensuring efficient issue resolution.
5. Oversee and streamline onboarding processes, ensuring a smooth transition for customers.
6. Maintain accurate customer records and interactions within our CRM and tracking systems.
7. Use Jira to track and manage projects, troubleshoot issues, and support customer workflows.
8. Stay updated on customer success best practices and trends in talent management.
9. Provide insights and recommendations to internal teams, influencing product and service development.
10. Contribute to internal knowledge-sharing to improve processes and customer experiences.
11. Identify opportunities to expand customer engagement and increase solution adoption.
12. Support renewals and upsells, ensuring customers continue to derive long-term value.
13. Develop and execute account growth strategies, positioning Peopletree Group as a trusted talent partner.
14. Represent Peopletree Group in customer meetings and training sessions.

What We're Looking For

1. Proven Customer Success experience in a startup or scale-up environment, with a focus on product adoption, retention, and client engagement.
2. Strong relationship management skills, with the ability to troubleshoot customer challenges, particularly around data and system usage.
3. Excellent data literacy and Excel skills, with experience cleaning and supporting customer data.
4. Knowledge of the Atlassian suite, specifically Jira for workflow and issue management.
5. Working knowledge of Tableau for the purpose of dashboard demos and training.
6. Experience delivering virtual product demonstrations and remote training.
7. Comfortable with both remote and in-person client engagement, with occasional travel required.
8. A basic understanding of HR processes (e.g., talent management, succession, performance) or experience in a similar HR technology focused environment would be advantageous.

What We Offer

1. A flexible, remote-first work environment that balances autonomy with meaningful client collaboration.
2. A culture of collaboration, innovation, and continuous learning, built on the principle: "Listen Carefully, Think Differently."
3. Top-tier equipment to support your success - a MacBook and budget for home office essentials.
4. Hands-on experience with cutting-edge HR technologies and advanced talent management solutions.
5. Competitive compensation with performance-based incentives.

Seniority level: Mid-Senior level
Employment type: Contract
Industries: Human Resources Services