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Client Success Manager

Stitch

Stitch

Customer Service
South Africa
Posted on Thursday, March 14, 2024

About Stitch

Stitch is a payments infrastructure company on a mission to make it easier for enterprise businesses to connect to the financial system and build better experiences for their customers.

We are expanding the team to enable Stitch to broaden our product offering and extend our geographical footprint.

Stitch is looking for a strategic client success manager to own, manage, and grow a national and international enterprise client portfolio.

You will be the strategic advisor and primary point of contact for some of our largest clients (account size of $100k+ per month) from the moment the partner signs with Stitch. You will manage relationships at all levels of our global client base, including executives, middle-layer management, and operational team members.

You will work closely with various internal Stitch teams, such as sales, marketing, support, product managers, engineering, and our c-suite, to direct our business efforts and build world-class partnerships with our clients.

The key to success here will be your ability to utilise your deep understanding of the Stitch product and the client business environment to create the conditions for new revenue and business value faster. You will be accountable for managing and growing client account value.

The ideal candidate is an independent, high-achieving individual, able to stand out in an entrepreneurial environment and excel through self-motivation and personal drive. You have exceptional interpersonal skills, naturally, take initiative, and use first-principle thinking to solve problems.

Reporting line

Head of Client Success

Key Responsibilities

  • Creating and owning client-specific success plans to drive the long-term success of clients through rapid adoption of existing products, upsells, and cross-sells
  • Oversee and ensure the success of the entire client journey from the point of signature
  • Building high-touch, consultative, and strong relationships with enterprise clients and teams at all levels by using strategic stakeholder initiatives
  • Analyse client’s performance and provide recommendations to maximise the adoption of Stitch
  • Delivering strategic expertise and education to clients as you guide them through the client lifecycle with Stitch
  • Understanding the intricacies of our products, services, and partner networks thoroughly and leveraging these as needed to meet our clients’ needs
  • Collaborating with various teams (Sales, Legal, Integration, Product, Support, Finance, data, fraud, c-suite) across the company to ensure a first-class client experience
  • Focusing on exceeding the strategic and financial targets of our clients by analysing active payment products, transaction volumes, and service levels
  • Analyse client data and trends to drive value-adding insights and solutions to client problems
  • Take a proactive and responsive approach to customer service and problem-solving

Requirements

  • Bachelor’s degree or equivalent work experience
  • 5+ years’ experience in an Operations, Account Management, Relationship Management, or Customer Success role, preferably at a SaaS B2B company
  • People driven - very high EQ
  • A strategic thinker with excellent project management skills
  • Outstanding analytical skills and data-driven approach when making any decision
  • Customer-oriented and able to establish robust relationships with the assigned customer base
  • Dynamic approach adapting to changing requirements with the ability to manage multiple opportunities concurrently
  • Exceptional communication skills and negotiation techniques
  • A team player who loves working with diverse groups and people
  • Willingness to travel 30% of your time

Nice to haves

  • Analytical/statistical background
  • Previous experience in the payment space in South Africa or other global companies
  • Good knowledge of today’s major e-commerce and payment technologies, players, and trends

You would be an excellent fit for this role if

  • You come from a data-driven / analytical background and want to use this foundation to drive strategic initiatives at some of the largest local and international enterprises.
  • You are a hustler at heart - you get things done. You don’t follow the norm in your approach to solving problems.
  • You approach any problem/discussion using first principles
  • You get a “kick” from working with people and winning people over
  • You can manage and drive value in a room filled with executives, you are confident and enjoy challenging strategic environments
  • You want to work for a scale-up where things move quickly and environments change constantly

Benefits & Perks

🏖️ Remote-friendly Work

We recognise and value the importance of enabling remote work and maintaining a globally distributed workforce. We cater to equitable employee experiences for both in-office and remote team members. We remain conscientious about ensuring a level playing field, especially around team events, business meeting practices, and office-driven benefits. While we facilitate remote work, we also see the value in bringing the full team together in person from time to time.

🎨 Stock Ownership

We believe in the power of ownership. That's why every team member becomes a part-owner of Stitch. Our employee stock ownership plan ensures that when the company thrives, you do too.

Time Off

Taking time off from work is critical to ensure that you can take necessary breaks and have time for important life events outside of work. It also helps you manage your energy better. In line with this, we provide a generous annual leave policy, along with supportive family responsibility, parental, study, and long-tenure sabbatical leave options, designed to accommodate the diverse needs of our team.

📚 Learning & Development Fund

We are committed to the professional growth of our team. Each year, we allocate $3,000 per team member for learning and development, supporting a culture of continuous improvement and skill enhancement.

🩺 Health Insurance Contribution

Recognising the importance of health and well-being, we contribute to health insurance for all team members and provide group health insurance schemes in certain jurisdictions.

💻 Equipment

To ensure our team has the tools they need, new members receive a brand-new Mac laptop along with the necessary peripheral equipment upon joining Stitch.

💜 Employee Assistance Programmes

We care about the well-being of our team. Our Employee Assistance Programmes provide you with the necessary resources and support to not only excel in your job but also to thrive in your personal life. Whether it's counselling, advice, or support services, we're here to help every step of the way.

Other notable benefits and perks

Celebrations for important life and work milestones
Daily team lunches in the Cape Town office
Annual work retreats
New starter dinners
Frequent team and company events

Compliance with POPIA
Our processing of your Personal Information is subject to, and in compliance with, the provisions of POPIA.

Privacy and security of your information
We will process your information only on instructions from you, which we are deemed to have received when you submit information on our website. We will maintain the confidentiality and security of such information per the standards contained in the POPIA, which requires us to adopt reasonable safeguards to protect the integrity and confidentiality of such information from unauthorized access, loss or destruction.