About the Customer Success Manager position

We are looking for a talented and ambitious individual, with a high level of execution and strong relationship skills. You’ll work directly with our corporate clients on their implementation and onboarding to the Root platform – training their staff and building positive ongoing relationships. You will constantly iterate and improve on our launch and engagement processes and frequently communicate customer learnings to the rest of the team.

You’ll be focussed on helping our clients achieve their goals and get the most value possible from Root.

This full-time role is based at our Kloof Street office in Cape Town and comes with a few perks such as catered lunch, snacks, coffee and secure parking. You’ll be required to travel domestically to visit and engage with clients in person.

At Root you’ll have the opportunity to learn a lot and grow fast.

About Root

At Root our mission is to enable and empower developers to build the future of financial services, by packaging all the difficult things behind easy to use APIs. The existing world of financial services is murky, inaccessible and dominated by cumbersome businesses that are slow to innovate. We’re building programmable banking and insurance.

Root was founded by Louw Hopley and Malan Joubert, and is part of the FireID family of companies, including OfferZen, SnapScan, Luno and JourneyApps.

What you’ll do

  • Work with new clients to efficiently onboard and train them to use Root
  • Build positive relationships with our clients’ staff and create Root evangelists
  • Read, prioritise and respond to client emails, phone calls and forum posts
  • Discern the major client product requirements and problems, and communicate them to the product team
  • Improve onboarding processes to create lower-touch, more effective experiences
  • Create learning, training and usage materials to improve customers’ experience
  • Use your customer knowledge to help optimise customer engagement processes and contribute to the Root product strategy
  • Work with our insurance partners, understand their internal processes, and ensure new clients are reviewed and signed-off seamlessly during onboarding
  • Gain knowledge and experience in the insurance industry, particularly the ins-and-outs of disruptive insurance businesses

What you’ll need

  • Bachelor's Degree and at least 3 years work experience (Law, Audit, or Finance is advantageous)
  • High attention to detail
  • Process-oriented mindset and high ability to execute
  • Excited and able to tackle difficult problems without any prior experience
  • Driven to constantly improve, learn and succeed
  • Friendly, transparent and well articulate
  • Excellent verbal and written communication skills
  • Bonus: FAIS experience/qualifications (not required)

What you’ll get

This is a fantastic opportunity to learn a lot and help scale a business. At Root we provide great benefits including team lunches, secure parking, cool equipment and autonomy to take control and run your mission. You’ll get to meet many people in the industry, travel the country frequently, and constantly learn new things.

You’ll get to work in a fast moving and focussed startup environment with a team of highly talented and passionate people, driven to change the financial services industry.