Customer Retention Team Lead

Do you love delivering exceptional customer experiences, and are you eager to lead in a dynamic, fast-paced environment? Are you passionate about driving customer success and reducing churn to enhance the customer journey? If so, keep reading…

Stepping into the role of Customer Retention Team Lead, you'll play a pivotal part in shaping our customer success, growth, and retention strategies. Whether you're seeking a new challenge or aiming to advance your career, this position offers the opportunity to make a significant impact. We believe in empowering our team members from day one. With comprehensive onboarding and training, you'll be equipped to thrive - no prior payroll experience required. 

Please note: This will be a fully remote position. 

Core Responsibilities*:

• Customer Engagement:
  • Conduct regular check-ins with key clients to assess satisfaction and gather feedback.
  • Ensure the team conducts regular check-ins with their assigned clients
  • Monitor and analyse Net Promoter Score (NPS) survey results to identify areas for improvement.
  • Proactively support customers to address concerns and enhance their experience with our platform.
• Leadership:
  • Lead, mentor, and develop a team of account managers and retention agents, fostering a culture of excellence and continuous improvement.
  • Set clear performance expectations and conduct regular performance reviews.
• Data Analysis & Reporting:
  • Collaborate with the Head of Customer Success to utilise customer health scoring models to assess engagement and satisfaction levels.
  • Analyse customer usage patterns, engagement metrics, and churn data to uncover trends or early warning signs.
  • Maintain dashboards and reports that track performance for the customer success team.
  • Provide insights based on data analysis to inform strategies aimed at reducing churn and enhancing customer engagement.
• Cross-Functional Collaboration:
  • Work closely with marketing, onboarding, and customer teams to ensure a seamless customer experience across all touchpoints.
• Event Participation:
  • Attending and being involved in in-person marketing and sales events

* The above is not an exhaustive list of duties

Experience: 

• Leadership in Customer Success/retention: Minimum of 2 years' experience in a customer success/retention management role at a team lead level (or higher), demonstrating the ability to guide and develop high-performing teams.
• Proactive Customer Engagement: Proven track record in engaging proactively with customers, anticipating needs, and driving satisfaction and retention.
• B2B SaaS Expertise: Prior experience in a B2B SaaS environment, with a deep understanding of subscription-based business models and customer lifecycle management.
• Cross-Functional Collaboration: Demonstrated ability to manage and collaborate across sales, marketing, and operations teams to deliver a seamless customer journey.
• Remote Work Proficiency: Experience working in a fully remote setting, effectively collaborating with team members across various regions and time zones, is preferred.

• A minimum of a matric exemption.
• Analytical Thinking: Strong numerical and analytical skills with the ability to interpret customer data, identify trends, and make data-driven decisions.
• Problem-Solving: Excellent problem-solving abilities to navigate complex customer issues and provide effective solutions.
• Attention to Detail: Exceptional attention to detail, ensuring accuracy in customer communications and data management.
• Proficiency in CRM systems (e.g. Freshworks) and a willingness to learn and master new software tools.
• Communication: Outstanding English communication skills, both in writing and speaking, adhering to British English grammar rules.
• Customer Insights: Ability to interpret and understand customer issues and translate them into actionable insights. 
• Interpersonal skills: Building and maintaining customer relationships, showing empathy and professionalism.
• SQL Proficiency: Ability to write SQL queries to extract and analyse customer data, facilitating data-driven decision-making and insights into customer behaviour, will be advantageous.

Employee Requirements:

• A stable, high-speed internet connection of at least 20 Mbps and a suitable workspace for remote work.
• Ability to work during periods of load-shedding without interruption.
• The discipline to work effectively in a fully remote environment.

Content and system training for the role will be provided, so all you need is the right experience, attitude, analytical ability, and a passion for proactively helping people.

Some of the tools we use for management and communication:

• Slack
• Google Suite
• Freshdesk Omni-channel suite
• Freshsales CRM
• 15Five
• Jira
• Confluence

What’s in it for you?

💰 Competitive salary

🌐 Fully remote

⏰ Working Hours: Full time, Monday – Friday, 8 am - 5 pm or 9 am - 6 pm 

🌴 20 working days of paid Annual Leave

🏨 A medical aid benefit through our Discovery group scheme*

🏨 Access to free unlimited counselling, financial, life and career coaching*

👫 Supportive & interactive team

🚀 Chance to grow as SimplePay grows

Our hiring process for the role:

We’re looking for someone amazing. We’re going to invest a lot of time in this process, and we expect you to want to do the same. A successful candidate can expect to go through the following hiring process (we may adjust as needed as we go through):

1. Application. 
2. Customer-centric task and a one-way video.
3. Interview 1 - Meet and Greet. Get to know more about you and your relevant experience. 
4. Interview 2 - Technical interview and technical task.
5. Interview 3 - Behavioural interview. 
6. Criminal background checks and reference checks.
7. Welcome to SimplePay!

*Please note that this benefit is only available to full-time employees once they have successfully completed their probationary period. 

* Available to all employees based in South Africa. 

About SimplePay:

SimplePay’s purpose is to pick a fight against mediocrity. We must do our part to make people feel we care - because we do - a lot. Our mission is to make this world more human, and we’re looking for enthusiastic young people to help us continue the fight.

Our 45,000+ customers (businesses in South Africa, Ireland, Hong Kong, and Singapore) need to feel appreciated in every interaction with us - whether it’s a prompt, helpful reply to an email, patient assistance over the phone, thoughtfully written documentation or a system that shows it was designed with all the care and attention we could muster. At SimplePay, we're people first, employees second, and our Customer Support Team enables us to reflect this daily. 

To learn more about us, visit our website (simplepay.co.za/about).

SimplePay is an equal-opportunity employer committed to transformation and embracing diversity. Our employment equity plan and targets will be considered as part of the recruitment process. People from designated groups are encouraged to apply. 

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