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 Western Caperegion, 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 COMPETENCIES Professionalism \& Integrity Well-presented and professional demeanor Acts as a WastePlan brand ambassador Demonstrates excellent work ethic and accountability Trustworthy, dependable, and maintains confidentiality Adheres to organizational policies, procedures, and values Respects management, colleagues, and clients Communication \& Interpersonal Skills Excellent communication and interpersonal skills Active listening with empathy Ability to give and receive constructive feedback Negotiation skills Confident in addressing conflict in a way that fosters unity Leadership \& Team Management o Strong management and delegation skills Ability to monitor and guide staff performance Coaches and mentors team members to strengthen capacity Builds relationships and encourages teamwork Supports group decisions in the best interest of the team Problem-Solving \& Decision-Making Analytical and solution-oriented mindset Cost-conscious approach to decision-making Proactive in identifying and addressing challenges Organization \& Performance Excellent time management and organizational skills Methodical, precise, and detail-oriented Manages documentation and administration accurately and responsibly Achievement-oriented with high performance standards Sets clear priorities and consistently meets deadlines Customer Focus Prioritizes customer satisfaction and service excellence Flexibility \& Adaptability Demonstrates resilience and adaptability in dynamic environments 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 Employment will be implemented in accordance with the Employment Equity Act.Only Applicants considered for the role will be contacted. Should you wish to apply, please forward a copy of your CV torecruitment@wasteplan.co.za . Skillset Required: Client Relationship Management, Service Delivery, Contract Renewals, Onboarding, Service-Level Agreements (SLAs), Retention, Revenue Growth, Communication, Negotiation, Upselling, Cross Selling, Proposal Review, Profitability Tracking, Net Promoter Score (NPS) Measurement, SLA Management, Event Engagement, Professionalism, Integrity, Communication Skills, Interpersonal Skills, Active Listening, Empathy, Constructive Feedback, Conflict Resolution, Leadership, Team Management, Delegation, Staff Performance Monitoring, Coaching, Mentorship, Teamwork, Analytical Thinking, Problem-Solving, Decision-Making, Cost-Conscious Decision-Making, Proactivity, Time Management, Organizational Skills, Documentation Management, Achievement-Oriented, Priority Setting, Customer Focus, Flexibility, Adaptability, Microsoft Office, Valid Code 8 Driver's License