Customer Success Manager

The Company: Rather.chat

Role Name: Customer Success Manager

Location: Cape Town

Job Type: Full-Time

Role summary: We are seeking a motivated and proactive Customer Success Manager to join our team. This role will focus on supporting the Head of Customer Success in establishing and refining best practices, enhancing partner satisfaction, and ensuring operational excellence. The ideal candidate will be detailoriented, results-driven, and eager to contribute to a growing team. A background in design will be a valuable advantage in this position.

Daily Responsibilities:

• Assist the Head of Customer Success in setting up and optimizing customer success processes and workflows.
• Support day-to-day customer success operations, including task coordination and follow-ups.
• Monitor and analyze performance metrics for WhatsApp campaigns and chat interactions, identifying areas for improvement.
• Help refine and update response templates, ensuring clear and effective communication.
• Partner Communication and Management: Conduct performance campaigns and manage client feedback sessions. Support upselling and cross-selling initiatives.
• Performance Analysis and Reporting: Monitor campaign metrics to generate performance reports that provide actionable insights for clients.
• Create and maintain regular performance and engagement reports.
• Customer Success processes: Develop scalable customer success processes and improve internal processes in order to delight our clients.
• Assist in the management and optimization of Meta ad campaigns as needed.
• Apply design skills to create engaging partner-facing materials and visualizations, as required.

• 2-4 years experience in digital marketing, performance marketing, or customer success.
• Strong analytical skills, with the ability to interpret and act on performance data.
• Familiarity with Meta Business tools and the WhatsApp Business API.
• Proficiency in digital marketing concepts and campaign performance metrics.
• Organized and detail-oriented, with proven project management capabilities.
• Digital Marketing Expertise: Proficient with pay per click advertising (focused on META ads) and/or chatbot marketing platforms. Preferably
• WhatsApp chatbot marketing experience. A proficiency in design tools would be beneficial (Canva / Adobe suite)
• Customer Success Experience: An understanding of CRM platforms and customer success tools.
• Experience in graphic design (e.g., Canva, Adobe Suite) is a significant advantage.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.

• Matric +
• Experience with CRM platforms and customer success tools.
• Knowledge of broadcast messaging and campaign management.
• Background in performance marketing or digital advertising.
• Familiarity with SaaS/B2B business models.

• A proactive and resourceful problem-solver.
• Adaptable to a fast-paced environment with competing priorities.
• Customer-centric mindset with a focus on achieving measurable results.
• Creative and collaborative, with a keen eye for detail.