Customer Success Manager, Johannesburg

Role Overview We are seeking a proactive and commercially minded Customer Success Manager (CSM) to manage and grow relationships with healthcare clients.

This role is responsible for ensuring clients successfully implement, adopt, and derive measurable value from our platform and/or services. The CSM will act as the primary strategic point of contact, driving retention, satisfaction, and expansion.

The ideal candidate combines strong relationship management skills with foundational technical understanding (APIs, SFTP, data integrations) and experience working in structured, compliance‑driven environments such as healthcare.

Training will be provided on Salesforce and Slack.

Key Responsibilities Client Relationship Ownership

Serve as the primary point of contact for assigned healthcare accounts

Conduct regular strategic check‑ins and performance reviews

Build strong relationships with clinical, operations, and billing stakeholders

Maintain clear documentation of client interactions and action plans

Onboarding and Implementation

Oversee onboarding process for new healthcare clients

Coordinate with technical and implementation teams

Ensure smooth system integrations, including API and SFTP data transfers

Manage onboarding timelines and ensure go‑live readiness

Technical Liaison

Understand and explain basic technical workflows (APIs, SFTP file exchanges)

Collaborate with internal technical teams to resolve integration issues

Translate technical concepts into clear, business‑focused communication for clients

Performance and Value Delivery

Monitor KPIs and service performance metrics

Identify risk indicators and proactively implement retention strategies

Ensure clients achieve expected operational and financial outcomes

Renewals and Growth

Support renewal processes and maintain high retention rates

Identify opportunities for additional services, users, or feature adoption

Contribute to net revenue retention and account expansion

Cross‑Functional Collaboration

Work closely with Operations, Product, Technical, and Compliance teams

Maintain accurate and up‑to‑date records in Salesforce

Communicate effectively via Slack and other internal collaboration tools

Required Skills and Experience

3–5+ years of experience in Customer Success, Account Management, or Healthcare Operations

Experience working with healthcare providers, billing companies, or healthtech platform

Strong communication and stakeholder management skills

Ability to manage multiple accounts simultaneously

Commercial awareness, including retention and renewal cycles

Comfortable working in compliance‑sensitive environments

Technical Requirements

Familiarity with CRM systems (Salesforce training provided)

Experience using collaboration tools (Slack training provided)

Proficiency in Google Workspace or Microsoft Office

Ability to understand system workflows and data exchanges

Success Metrics

Client retention rate

Net revenue retention

Client satisfaction (CSAT/NPS)

Onboarding timeline adherence

Escalation resolution efficiency

Preferred (Not Essential)

Experience in healthcare billing or Revenue Cycle Management (RCM)

Exposure to HIPAA‑compliant environments

SaaS or platform‑based service experience

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