Client Success Manager

JOB SUMMARY

The Client Success Manager (CSM) will be responsible for building strong client

relationships within the Gauteng region, ensuring service delivery meets client needs, and

driving account growth through proactive engagement.

As the CSM, you will be required to monitor client satisfaction, manage contract renewals,

facilitate onboarding, and ensure service-level agreements (SLAs) are updated and

executed by aligning internal teams and focusing on retention.

You will play a key role in sustaining revenue growth, client loyalty, and long-term

partnerships.

RESPONSIBILITIES

Onboarding of client

• Successfully coordinate client handover alongside sales to CSM
• Communicate and clarify client’s needs in partnership with sales during handover process to internal departments (Operations, Accounts, Data)
• Execution of SLA alongside sales. Reviewed and concluded by legal and internal

departments and filed on internal platforms

Customer Interactions

• Client Interactions and site visits monthly/quarterly. Recorded through mobile office

and meeting minutes

• Escalate problems or queries when necessary, assist with problem solving and advise

internally and ensure follow-through to resolution

• Goal Alignment & Value Delivery tracking in line with the client’s main objective for

using our services

Retention

• Client Retention Rate Tracking- Manage and record renewals
• Flag at-risk accounts in CRM and highlight in weekly/monthly meetings

Revenue Growth

• Communicate, negotiate and apply annual increases
• Upselling and cross selling additional services and additional sites within a group
• Review of proposals and quotes alongside sales
• Track the profitability of sites and report internally

NPS Measurement

• Measure client satisfaction and reporting the data internally into our

systems(Hubspot)

SLA Management

• Monthly account plans updated on Hubspot- include updated information and

update goals as and when they change of each client/site

• Increases/addendums to contracts loaded on to the system (Secure Office)
• Annual update and review SLA/Contract with Customer annually- align with internal

departments to all changes (accounts/ops)

• Manage and record renewals

Events

• Engage with clients on upcoming events and awareness days where WastePlan can

get involved

• Communicating events internally alongside marketing and CSM assistant
• Track and record event for internal reporting

COMPETENCIES

Professionalism & Integrity

o Well-presented and professional demeanor

o Acts as a WastePlan brand ambassador

o Demonstrates excellent work ethic and accountability

o Trustworthy, dependable, and maintains confidentiality

o Adheres to organizational policies, procedures, and values

o Respects management, colleagues, and clients

Communication & Interpersonal Skills

o Excellent communication and interpersonal skills

o Active listening with empathy

o Ability to give and receive constructive feedback

o Negotiation skills

o Confident in addressing conflict in a way that fosters unity

Leadership & Team Management

o Strong management and delegation skills

o Ability to monitor and guide staff performance

o Coaches and mentors team members to strengthen capacity

o Builds relationships and encourages teamwork

o Supports group decisions in the best interest of the team

Problem-Solving & Decision-Making

o Analytical and solution-oriented mindset

o Cost-conscious approach to decision-making

o Proactive in identifying and addressing challenges

Organization & Performance

o Excellent time management and organizational skills

o Methodical, precise, and detail-oriented

o Manages documentation and administration accurately and responsibly

o Achievement-oriented with high performance standards

o Sets clear priorities and consistently meets deadlines

Customer Focus

o Prioritizes customer satisfaction and service excellence

Flexibility & Adaptability

o Demonstrates resilience and adaptability in dynamic environments

REQUIREMENTS

• Minimum matric, a relevant diploma or degree will be advantageous
• Minimum 5 years working experience in a similar role
• Minimum of 2 years managerial experience
• Relevant experience, knowledge and skills
• High proficiency in Microsoft Office is essential
• Valid code 8 drivers’ license and own reliable transport

Employment will be implemented in accordance with the Employment Equity Act.

Only Applicants considered for the role will be contacted.

Pay: From R30 000,00 per month

Work Location: Hybrid remote in Gauteng, Gauteng (City of Johannesburg)