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) #J-18808-Ljbffr