Customer Success Manager
Hybrid · Cape Town, Western Cape, South Africa
Job Summary
Customer Success Manager with a focus on English-speaking hotel partners in a hybrid Cape Town, South Africa role. You will manage a portfolio of hotel clients through the customer lifecycle, conduct business reviews, deliver product training, and collaborate with Sales, Implementation, Product, and Support. You’ll own renewals, identify upsell opportunities (e.g., Payments, RevPlus or other modules), present add-ons, track health and usage, and develop proactive retention strategies to mitigate churn. The role emphasizes strategic account management, cross-functional collaboration, and a customer-first approach to maximize value from RoomRaccoon’s hospitality SaaS platform. Opportunities for growth into senior roles and a hybrid working arrangement are highlighted, along with a comprehensive benefits package.
Required Qualifications
- Minimum 2+ years of experience in Customer Success, Account Management, or related client-facing role in SaaS or tech-enabled services.
- Strong communicator with excellent interpersonal skills; confident in leading conversations with stakeholders at all levels.
- Comfortable identifying and driving commercial opportunities within existing accounts.
- Self-starter who thrives in a fast-paced, tech-driven environment.
- Organised, detail-oriented, and capable of juggling multiple priorities under pressure.
- Empathetic and customer-obsessed, with a proactive mindset and a bias for action.
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