Root is a fast-growing tech startup and we’re on a mission to build the future of insurance. At Root, we are dedicated to empowering insurance players with innovative solutions that open new markets, drive growth, and deliver exceptional customer value. As we continue to expand our footprint into the UK and beyond, we are doubling down on our commitment to providing an outstanding client experience.

The mission of the Senior Client Success Manager is to be responsible for managing and nurturing long-term relationships with our enterprise clients. This role focuses on ensuring client satisfaction, driving product adoption, identifying growth opportunities and ultimately helping clients achieve their desired outcomes through the Root Platform and be Root evangelists.

In this role, you will work closely with Root’s Sales, Support, Professional Services and Product teams to relentlessly advocate for our clients and enable them to harness the full potential of our cutting-edge platform.

🛠️ What you'll do:

• Client Relationship Management:
  • Act as the primary point of contact for a portfolio of enterprise clients.
  • Build and maintain strong, long-lasting client relationships.
  • Understand clients' business goals and objectives and align them with our platform capabilities.
  • Maintain or initiate Monthly / Quarterly client review meetings
• Onboarding
  • Able to guide clients through platform onboarding after implementation is complete
  • Collaborate with the technical support team and professional service team to address any technical challenges during onboarding.
• Product Adoption & Usage:
  • Drive adoption and usage of the platform by understanding client needs and providing tailored recommendations.
  • Conduct regular business reviews and strategy sessions with clients to ensure they are leveraging the platform effectively.
• Client Advocacy:
  • Serve as the voice of the client internally, providing feedback to product management and development teams.
  • Identify and develop client advocates who can provide testimonials and case studies.
• Renewals & Upsell:
  • Manage the renewal process, working to retain and expand client accounts.
  • Identify opportunities for upselling and cross-selling additional products and services.
• Metrics & Reporting:
  • Track and analyse client success metrics, such as CSAT, and churn rates.
  • Provide regular reports and insights to the executive / management team on client health and success.
• Team Leadership & Mentorship:
• Mentor and support junior members of the client success team.
• Share best practices and contribute to the development of client success strategies and processes.

💪 We are looking for someone with:

• 3 to 5 years in an enterprise client-facing role.
  
• Experience managing enterprise clients and engaging with C-suite executives.
  
• Client-centric mindset with a passion for helping clients succeed.
• Strategic thinker with strong problem-solving skills.
• Business Minded
• Proactive and self-motivated with a high level of initiative.
• Ability to build trust and rapport with clients and internal teams.
• Proven track record of success in client success roles
• Organised and technically savvy

🧢 Who we are:

Our mission is to enable innovation in insurance by building the infrastructure required to reach the future of insurance. We are striving to be the global API standard for insurance.

Root Values:

Lead by example: “Lean in, take charge, and always set a positive precedent.”

Exceed expectations: “Know your customer to delight your customer.”

Rally as one team: “Put aside egos and personal agendas to triumph as one.”

Own the mission: “Your job is not done until the job is done.”

Rise to the challenge: “Meaningful change requires meaningful effort and the courage to make bold moves.”

🚀 How we enable success:

Our team is made up of smart, passionate, and kind individuals working together to build a world-class business. We take the time to develop personal relationships with each other. Over and above daily team lunches, we do frequent team outings and ad-hoc adventures (when global pandemics permit!).

We create and enable an environment for people to do their best work. To support this, we focus on a culture of autonomy, transparency and trust. As a startup, we care a lot about innovation, and believe in an iterative way of working to drive innovation forward. We encourage each other and foster a working culture of sharing early versions of our work and implementing feedback fast.

🤝 Why join us?

We have ambitious goals. Our mission is to power innovators in insurance, globally, and we’re well on our way there. You’ll join at a very exciting part of the journey, and your contribution over the next few years will directly and visibly impact Root’s global success. Our team is incredibly friendly and collaborative. If you care about solving challenging problems with people you enjoy being around, this is the place for you.

Please note… Root has an inclusive culture. We encourage applicants from diverse backgrounds to apply and introduce their skill set to us. Open positions at Root are competitive and we often receive high volumes of applicants. If you have not received further updates on your application after three weeks, you’re welcome to request feedback.

Department

Client Success

Locations

Cape Town, South Africa

Remote status

Hybrid Remote