CUSTOMER SUCCESS MANAGER
Hybrid: Johannesburg
Salary: R35 000 plus commission. Fixed-term Contract
Background
EMGuidance is a trusted information-driven mobile and web-based medicines and treatment platform which supports healthcare professionals at the point of care in an unbiased manner, whilst creating insights and digital solutions for the healthcare ecosystem. We are committed to upholding our values of transparency, innovation, excellence and providing up-to-date information.
We are a globally award-winning, venture-funded med-tech start-up, based in Johannesburg and Cape Town. Our team is deeply passionate about adding value and creating efficiencies for the medical professionals, patients and the pharmaceutical and healthcare organisations for which we provide solutions. We seek individuals who share these ideals and who are looking to positively impact the country’s healthcare system.
We have a new vacancy for a Customer Success Manager.
Job Title: Customer Success Manager
Job Overview
As a Customer Success Manager, you are responsible for devising and executing strategies and initiatives to achieve the required sales (renewals, upsell, new business, add-ons) as per the targets determined annually by the company. This requires developing a deep understanding of the customer's business operations, commercial strategies, and programs. Additionally, they must familiarise themselves with the various interest groups, organisations, and media outlets that influence the customers' strategies in the region. Furthermore, they play a crucial role in managing the internal and external perception of the company's image among prospective customers and the health ecosystem, and are actively involved in customer negotiations.
This role is also responsible for supporting any customer relationship and operational issues escalated by the customer. Furthermore, through the development of usage and other insights, they must work with the customer to ensure that they are gaining benefit from the solution and using what they have purchased to the maximum.
As a Customer Success Manager, you are ultimately responsible for customer sales, so you'll be ensuring the customer is aware of all our offerings and is highly satisfied with the solution by delivering on their requirements, and developing relationships with customers. Result-oriented and strategic-minded professional with a focus on cultivating meaningful connections with key stakeholders in the pharmaceutical sector and non-pharmaceutical sectors. Proven track record of driving customer retention, enhancing engagement, and ensuring high levels of satisfaction. Adept at serving as a trusted consultant for leaders in areas such as marketing, sales, commercial excellence, market access, medical affairs, etc. Excels in promoting EMGuidance Platform product benefits and addressing customer enquiries while contributing to overall business growth.
Job Requirements
The following points outline the job requirements:
Strategic Growth & Sales
- Develop and execute strategic account growth plans aligned to sales and renewal targets.
- Drive customer retention, renewals, upselling, and cross-selling opportunities.
- Identify and pursue new business opportunities across pharmaceutical and non-pharmaceutical sectors.
- Develop proposals, presentations, quotations, and customer engagement plans.
- Manage the full sales lifecycle from prospecting through to negotiation and closing.
- Conduct sales forecasting, planning, and performance analysis.
Customer Success & Relationship Management
- Build and maintain strong relationships with customers, partners, and industry stakeholders.
- Act as a trusted advisor by understanding customer business objectives and challenges.
- Conduct regular customer engagements and ROI review meetings.
- Ensure customers maximise value, usage, and adoption of the EMGuidance platform.
- Proactively manage customer escalations and operational concerns.
Customer Insights & Product Collaboration
- Analyse customer usage data and customer intelligence to identify growth opportunities and improve engagement.
- Use customer and commercial insights to support strategic decision-making and account development.
- Gather customer feedback and insights to support customer success and retention initiatives.
- Collaborate with Product, Operations, Finance, and Marketing teams to align customer and commercial objectives.
- Support the development of customer success plans and milestone tracking.
Operational & Commercial Management
- Maintain accurate customer, sales, and revenue records on HubSpot and associated systems.
- Coordinate quotations, contracts, purchase orders, and customer compliance requirements.
- Work with legal, finance, and executive teams to ensure contractual and regulatory compliance.
- Ensure customer reporting and documentation remain accurate and up to date.
Business Development & Market Expansion
- Support market expansion initiatives and identify emerging trends and opportunities.
- Attend conferences, networking opportunities, and industry events where required.
- Contribute to marketing and promotional initiatives for EMGuidance solutions.
- Maintain awareness of competitor activity and healthcare market developments.
Key Performance Areas
- Achieve sales, renewal, upselling, and customer retention targets as agreed with management.
- Deliver a high-quality customer experience and maintain strong customer satisfaction levels.
- Build trusted, long-term relationships with customers and key stakeholders.
- Ensure customers derive measurable value and ROI from the EMGuidance platform.
- Maintain accurate and up-to-date CRM, sales, and customer reporting records.
- Collaborate effectively with internal teams to support customer and commercial objectives.
- Ensure customer issues and escalations are resolved within agreed timelines.
- Contribute to business growth through proactive opportunity identification and account development.
- Use customer insights and platform usage data to support strategic growth opportunities.
- Ensure compliance with EMGuidance values, policies, processes, and applicable regulatory requirements.
- Continuously identify opportunities to improve operational efficiency, customer engagement, and product adoption.
Skills/Attributes of Candidate
- Action-oriented with a strong sense of initiative and accountability
- Strong relationship-building and stakeholder engagement skills
- Excellent written and verbal communication skills
- Customer-focused with the ability to build trust and deliver value
- Commercially aware with strong business and market insight
- Strong analytical, critical thinking, and problem-solving abilities
- Ability to think strategically while remaining detail-oriented
- Resilient and adaptable in a fast-paced environment
- Ability to work well under pressure and manage changing priorities
- Strong planning, coordination, and organisational skills
- Self-motivated with high levels of drive, energy, and professionalism
- Strong influencing, negotiation, and decision-making capability
- Creative thinker with the ability to identify growth opportunities
- Strong teamwork and cross-functional collaboration skills
- High levels of integrity, professionalism, and accountability
- Strong time management and ability to manage multiple priorities
- Proficient in computer systems, reporting, and information management
- Sales and customer engagement capability
- Research, reporting, and market analysis skills
- Positive, proactive, and solutions-driven mindset
Experience
- 4 to 10 years related experience in a sales environment with a sales target
- Experience in customer success, account management, business development, or sales environments
- Experience managing customer relationships and delivering high levels of customer satisfaction
- Experience developing and executing strategic growth and account plans
- Experience managing complex customer engagements and stakeholder relationships
- Experience working across cross-functional teams, including commercial, product, operations, and finance
- Experience with CRM and customer management systems advantageous
- Experience analysing customer insights, commercial performance, and usage data
- Experience presenting to senior stakeholders and leading customer-facing engagements
- Advantageous: Experience within healthcare, pharmaceutical, med-tech, or digital health environments
Qualifications
- Relevant Degree or Honours qualification (NQF Level 7 preferred)
- Relevant commercial, business, healthcare, or related qualification advantageous
- Strong computer proficiency advantageous
Reporting to:
Executive Head: Business Solutions
UP FOR THE CHALLENGE?
Send your CV to careers@emguidance.com
If you haven’t heard back from us within 15 business days, please consider your application unsuccessful.
Applications close: 20 May 2026