Client Success Manager (Conversational AI SaaS)

Location: Rosebank Johannesburg
Work model: Hybrid
Salary: R18 000 - R35 000 CTC (depending on experience)

Why youd want to work here

• Youll work on enterprise-grade conversational AI products that power real customer experiences (with a strong WhatsApp focus)
• Youll get exposure to major brands across financial services automotive retail education and banking
• Youll sit at the centre of delivery owning client relationships outcomes and the quality of what ships
• Youll collaborate closely with Solutions and Innovation teams with opportunities to get involved in hackathons and continuous improvement initiatives
• Youll work in a fast-paced high-performance environment where ownership and initiative are expected
• Youll be surrounded by driven high-calibre teammates and learn quickly through close collaboration
• Youll get early exposure to senior stakeholders and meaningful responsibility
• Theres real opportunity to grow with the business and take on more over time

Who this role suits

• Someone hungry to learn and grow quickly
• Comfortable in a hands-on sometimes messy startup environment
• Naturally proactive you dont wait to be told what to do
• A strong communicator who enjoys working with both clients and technical teams
• Someone who takes pride in doing things properly and following through
• Able to stay calm under pressure and take ownership when things go wrong

About our client

Our client is a leading conversational AI company that builds enterprise-grade chatbot solutions for major organisations. Their products combine WhatsApp integration intelligent automation and robust reporting to drive real business outcomes.

Theyre looking for an Account Manager who can own client relationships end-to-end from onboarding through to optimisation and growth while working closely with technical teams to deliver excellent results.

What the job involves

• Acting as the primary point of contact for assigned clients
• Building strong long-term relationships and running regular check-ins
• Proactively managing concerns owning issues and keeping stakeholders aligned
• Acting as the bridge between clients and technical teams to ensure smooth delivery
• Creating and managing project timelines documentation and status updates
• Drafting and managing Statements of Work (SOWs) and project proposals
• Supporting implementation tasks (including WhatsApp Business verification and number setup)
• Configuring and maintaining dashboards and reporting
• Managing user access and roles within client platforms
• Scheduling and monitoring broadcasts and campaigns
• Troubleshooting basic technical issues and driving resolution with the right teams
• Training clients on the platform and supporting adoption
• Interpreting data and dashboards to make recommendations (not just send reports)
• Identifying opportunities for account growth (upsell new initiatives reactivating dormant clients)
• Supporting high-volume platforms handling thousands of interactions per minute

What you need to be considered

• 13 years experience in a client-facing role (ideally in tech or SaaS) or a strong entry-level junior with the right attitude
• Solid project management skills and ability to manage multiple clients simultaneously
• Excellent written and verbal communication skills
• Strong problem-solving ability including basic technical troubleshooting
• A working understanding of APIs integrations and software development concepts
• Experience using client management or ticketing systems
• Strong organisation attention to detail and follow-through
• Confidence using Microsoft Office or Google Workspace

Bonus points if you

• Have experience with WhatsApp Business API or similar messaging platforms
• Have worked with chatbot / conversational AI technology
• Have used tools like Freshdesk InfoBip or similar platforms
• Enjoy working with data and can turn insights into recommendations
• Have a background in sales account management or customer success
• Have basic JavaScript knowledge (or are keen to learn)