Customer Success / Account Manager

SUMMARY:
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POSITION INFO:
About Ditto We build recruitment software that helps recruitment agencies run their businesses. From managing candidates and clients to finding talent and keeping recruitment processes moving, Ditto is part of our clients’ daily working lives. You can find more info on us here: looking for an Account Manager to take ownership of those relationships. Someone who gets to know their clients, understands how they work and makes sure they’re getting real value from Ditto. The role You’ll manage an established portfolio of recruitment agency clients, working alongside top management and our support, training and technical teams. Your main priority is client retention. You’ll keep in touch, spot problems early, help clients make better use of Ditto and follow through on what you’ve promised. You’ll also coordinate onboarding for new clients and identify opportunities where additional Ditto products or services could help. You’ll qualify those opportunities and work with top management to close them. What you’ll do Own your client relationships. Build trust with key contacts and maintain a regular check-in schedule based on each account’s needs, value and risk. Keep clients getting value from Ditto. Monitor usage, understand what’s holding clients back and coordinate the guidance or training they need. Stay ahead of risk. Identify accounts at risk, have honest conversations and work to resolve concerns before clients leave. Coordinate new-client onboarding. Run welcome calls, agree go-live plans and coordinate migration, setup and training with the relevant teams. Follow through until clients are actively using Ditto. Keep clients informed when issues arise. Work with support and technical teams, track progress and make sure clients know what’s happening. Handle renewals. Lead renewal and pricing conversations using approved pricing, escalating exceptions to top management. Spot growth opportunities. Identify and qualify opportunities for upgrades or additional products, then hand them over for closing. Keep clear records. Maintain accurate CRM notes, commitments and next actions, and provide a weekly account report. You’ll have access to client usage data, subscription information, support history and account records. You’ll use that information to build a practical plan for managing your portfolio. What we’re looking for Around 3–5 years of B2B account management or customer success experience , with evidence that you can manage a portfolio independently. Experience in SaaS or software is preferred. Recruitment industry experience is a bonus. Strong relationship skills and the confidence to handle unhappy clients, cancellation conversations and payment follow-ups. Consistent follow-through. You keep track of commitments and get things done without someone chasing you. The organisation to manage a large portfolio and make sensible decisions about where your time is needed most. Confidence learning software, investigating workflows, reproducing issues and explaining integrations clearly. Excellent spoken and written English. Afrikaans is a bonus. Willingness to travel within South Africa approximately once per quarter. What success looks like Your portfolio is organised, clients receive meaningful contact and accounts that need attention are identified early. You coordinate new-client onboarding independently, follow through on commitments and give us a clear weekly view of client risks, progress and opportunities. Your performance will be measured primarily on client retention and revenue retained, supported by adoption, meaningful client contact, onboarding progress and qualified growth opportunities. What you can expect A Cape Town hybrid working arrangement The opportunity to work alongside top management and shape how we manage our client accounts. Support, training and technical teams to work with. An established client portfolio and the data you need to manage it properly. Interested? Send us your CV and a short introduction. Tell us about a client relationship you helped turn around, or how you helped a client get more value from a product.