Customer Success Manager - B2B Software

We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results to join our Customer Success department. Your position will be key to our growth strategy and you will work closely with our Key customers helping them use ZOHO to its full potential.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

Watch this quick video to get an overview of the role as a Zoho Customer Success Manager at DSL Telecom:

About DSL Telecom:

DSL Telecom is a trusted business technology partner helping companies run smarter through connectivity, voice, cloud platforms, and integrated tools that work seamlessly together. We are an award-winning Zoho Premium Partner, as well as a Top Telkom Dealer, a Vox Partner in South Africa, and a Yeastar Certified Partner, positioning us perfectly to deliver end-to-end solutions that businesses rely on every day.

The business world isn’t just changing, it’s being rebuilt. Cloud is now the default, AI is becoming everyday business technology, and tighter budgets are driving demand for affordable, user-friendly platforms where core systems connect seamlessly with minimal integration effort. That’s exactly where DSL Telecom thrives. We help businesses adopt modern technology that simplifies operations, improves customer experience, and supports real growth.

We’re a fast-moving, customer-obsessed team that values ownership, accountability, and continuous learning. We believe in doing brilliant work, moving with purpose, and creating a culture where people can grow their careers while making a meaningful impact. If you’re motivated, curious, and ready to help shape the way businesses are being built with technology, we’d love to meet you.

Responsibilities:

• Drive the early success phase for our new customers and ensure a positive and productive start to a long relationship

• Own overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and up-sells

• Coach customers at individual level (Key account training) and group level (National paid training & Free Zoho Meet-Ups) to be product experts and train their teams on Zoho best practices so they become increasingly self-sufficient.

• Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations

• Proactively coach and guide customers to engage in best practices that enable them to succeed with the ZOHO platform

• Collaborate with Sales, Marketing and Product teams to offer customers a consistently high-quality experience with the ZOHO brand

• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas

• Identify common customer challenges and proactively suggest better solutions

• Track accounts to identify churn risk and work proactively to eliminate that risk

• Establish a trusted/strategic advisor relationship with each Key customer

• Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion

• Identify at risk accounts and minimize monthly and annual churn rates

• Identify upsell opportunities and work with Sales to drive additional revenue from customers.

• Act as point of escalation to ensure effective resolution to all account issues

• Travel, meet and engage with customers via phone, email, messaging, remote sessions and onsite to discover and understand their needs and help them use ZOHO to its full potential.

• Hold product demonstrations for customers.

• Evaluate and improve tutorials and other communication infrastructure.

• Develop and maintain positive business, supplier and customer relationships.

• Report on a regular basis to management your sales activity, accounts status and possible issues.

• Achieve mastery of the ZOHO platform and become an expert in the SaaS space.

• Keep abreast of industry best practices and promotional trends.

• Attend, engage, train and get certified on provided training platforms.

Continuously improve through feedback.

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Requirements • Communications or Marketing Degree or similar.

• Minimum 2 years of software support experience.

• 2+ years in a SaaS environment.

• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

• Proven Experience with Application / Internet-Based Customer Support.

• Ability to (after initial training) self-manage and work within multiple systems efficiently.

• The ability to manage multiple tasks at once and work with non-internet savvy people in an application-based environment.

• Excellent communication skills and a positive attitude.

• Demonstrate leadership qualities.

• Progressive personal and business-related ideas.

• Not easily upset, frustrated, or flustered.

• Love of learning and teaching.

• Ability to effective research and monitor upcoming and current internet marketing trends.

• Fully bilingual (English & Afrikaans or other Language).

Bonus:

• A comprehensive understanding of Sales, Marketing, Support, HR, Accounting or Operations principles.

• We are open to local candidates only! You'll need to be in DSL Telecom’s office in Somerset West on a regular basis with ability to work remote when required.

Benefits:

• Medical Aid Contribution

Communications or Marketing Degree or similar. Minimum 2 years of software support experience. 2+ years in a SaaS environment. Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention. Proven Experience with Application / Internet-Based Customer Support. Ability to (after initial training) self-manage and work within multiple systems efficiently. The ability to manage multiple tasks at once & work with non-internet savvy people