Customer Success Manager (Insurance | Fintech | SaaS / …, Randburg

Customer Success Manager (Insurance | Fintech | SaaS / Platform Solutions) Location: Randburg, Johannesburg

Salary: R22,000– R50,000 per month (depending on experience)

Industry: Insurance | Fintech | SaaS / Platform Solutions

Overview A growing platform solutions company operating in the insurance sector is seeking a Customer Success Manager to join their team in Randburg. The role will manage and grow relationships with existing insurance clients, ensuring strong platform adoption, high customer satisfaction, and long‑term retention. It acts as a strategic bridge between sales, delivery, and customers, ensuring a seamless customer journey while identifying opportunities for expansion and revenue growth.

Key Performance Indicators

Customer Retention Rate (ARR)

Net Promoter Score (NPS)

Customer Expansion Revenue

Product Adoption Metrics

Customer Support Response&Resolution Times

Stakeholder Engagement and Governance Reviews

Key Responsibilities

Build strong relationships with key stakeholders within insurance clients

Conduct regular strategic and governance review meetings

Identify opportunities to enhance client value and satisfaction

Lead customer onboarding from legacy systems to the company platform

Drive platform adoption through training and best practice sharing

Monitor customer satisfaction and proactively address risks

Develop strategies to improve the customer experience and reduce churn

Identify opportunities for upselling and cross‑selling services and platform capabilities

Work closely with sales, pre‑sales, delivery, and product teams to convert opportunities

Act as liaison between sales, delivery, product, and technical teams

Ensure alignment on client goals and expectations

Support internal teams to resolve client challenges efficiently

Analyze platform usage and performance data

Provide feedback to product teams to support roadmap improvements

Identify process improvements that enable account growth

Act as the first point of contact for client escalations

Coordinate resolution with internal teams

Manage expectations and ensure timely delivery

Share industry trends and insights with clients

Guide customers on best practices and platform optimisation

Build and mentor a high‑performing customer success team

Align team objectives with company strategy

Maintain an up‑to‑date repository of key client information, including executive sponsors, BU leaders, procurement and compliance processes, customer advocates, competitors, partners, vendors, engagement history, and technology landscape

Minimum Requirements

Proven experience in Customer Success, Account Management, or Client Relationship Management

Experience within insurance, fintech, or financial services

Strong understanding of SaaS / platform‑based solutions

Ability to manage strategic client relationships and drive retention

Experience tracking NPS, adoption metrics, and expansion revenue

Excellent communication, presentation, and stakeholder management skills

Experience working with cross‑functional teams (sales, product, delivery)

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