Client Success Manager

Root Inc.

. Act as the primary point of contact for a portfolio of enterprise clients .

Posted 10/21/2026full-timeCape Town • South AfricaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing enterprise client relationships, driving product adoption, and translating client requirements into actionable specifications. Proficient in coordinating change requests and collaborating with technical teams to ensure successful onboarding and client satisfaction.

Highest-signal resume keywords

Enterprise Client ManagementChange Request ManagementClient Success Metrics TrackingTechnical CommunicationSaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Relationship ManagementChange Request ScopingData Flow UnderstandingIntegration Point AnalysisClient Configuration Knowledge

Soft Skills

Excellent Communication SkillsStrong Work EthicAttention to DetailOrganizational Skills

Tools & Technologies

JIRAPostmanAPIsWeb ServicesSFTP

Industry Keywords

SaaSEnterprise ClientsC-Suite EngagementInsurance Domain Expertise

About the role

Key responsibilities & impact

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 align them with Root Platform capabilities
Maintain or initiate monthly and quarterly client review meetings
Guide clients through platform onboarding after implementation
Collaborate with technical support and professional services teams to address onboarding challenges
Own the end-to-end lifecycle of post-implementation change requests
Capture client requirements and translate them into actionable specifications
Partner with Solution Engineering to scope effort and timelines
Maintain change logs, risk registers and status communications
Ensure change requests are commercially scoped, billed correctly and aligned with product roadmaps
Coordinate UAT and release activities
Drive product adoption and platform usage
Conduct business reviews and strategy sessions
Represent client feedback to product management and development teams
Identify and develop client advocates for testimonials and case studies
Manage renewals and identify upselling and cross-selling opportunities
Track client success metrics including CSAT and churn rates
Report client health and success insights to executive and management teams
Use AI effectively while verifying outputs and retaining accountability
Contribute to documentation, knowledge-sharing and context management

Requirements

What you’ll need

Tertiary qualification with an aptitude for numbers and data
3 to 5 years in an enterprise client-facing role, ideally in a SaaS or software environment
Experience managing enterprise clients and engaging with C-suite executives
Experience managing change requests, scoping work with engineering or delivery teams, and coordinating delivery against client expectations
Proven track record of success in client success roles
Organised and technically savvy
Ability to understand and discuss client configuration, data flows and integration points sufficiently to scope and prioritise change requests
Comfortable working in JIRA or similar project management tools
Familiarity with APIs, web services, HTTP, SFTP and tools such as Postman
Ability to translate technical detail into plain language for non-technical stakeholders
Clear technical communication with internal technical teams
Insurance domain expertise is a bonus
Excellent writing and communication skills
Strong work ethic and attention to detail

Benefits

Comp & perks

Daily team lunches
Frequent team outings and ad-hoc adventures
Culture of autonomy, transparency and trust
Personal and professional development through a culture of learning, feedback and continuous improvement
Collaborative and friendly team environment
Opportunity to make a direct and visible impact on Root’s success and global expansion