Join TACo
June 2025
We're looking for a Customer Success Specialist with experience in B2B SaaS who understands enterprise relationships and champions clarity, impact, and momentum over fluff. If you know how to translate feature releases into adoption, workflows into real behaviour change, and customer data into actionable insight – this role is for you.
At TACo, we're scaling HYDRA – our operational and sustainability intelligence platform for property and infrastructure. We work with customers who rely on physical systems and real-time data to drive better decisions, drive sustainability outcomes, and reduce costs. You'll be central to the post-sale experience: activating, supporting, and growing customer accounts while helping us design and scale a world-class product and service experience.
You'll be hands-on, structured, and always advocating for a better customer and product outcome.
Own the handover from sales to account management
Develop and execute onboarding and activation plans that scale
Implement change management within customer teams to embed adoption
Conduct customer training sessions for all user tiers
Build strong relationships with champions, stakeholders, and end users
Monitor usage and data dashboards for adoption, health, and sentiment
Track success factors and workflow adoption across sites
Facilitate regular check-ins, site visits, and discovery sessions
Run feedback loops across strategic, operational, and tactical levels
Maintain accurate CRM records and account context
Monitor and communicate new feature releases, and track post-release uptake
Help customers understand and use HYDRA to drive their operational and ESG outcomes
Represent and deliver the kind of experience we aspire to fully embed in the product
Facilitate NPS, CSAT, and SUS surveys and track improvement over time
Provide structured feedback to the product team based on user insight
Own the first and final response on all support tickets
Coordinate with technical and ops teams to resolve customer issues
Maintain and update the Help Hub knowledge base and support templates
Monitor the AARRR journey stages across customer accounts
Support account expansion and upsell conversations based on maturity and fit
Help refine the Customer Success playbook, comms templates, and automation
Input into CS tooling, reporting, and process improvements
3+ years in B2B SaaS Customer Success or Enterprise Account Management
You understand productisation, and how to create scalable, repeatable experiences
Excellent communicator across written, visual, and verbal formats
Comfortable in the field with customers and in backlogs with the product team
You're structured and proactive with follow-ups and escalations
Experienced in onboarding, success planning, and running training
Familiar with CRM systems and customer feedback tools (NPS, CSAT, etc.)
Bonus: experience working with data dashboards and tools like Asana, Mixpanel, or Metabase
A high-impact role at the heart of a fast-growing startup
A chance to shape and scale our customer success function
Ownership, visibility, and the ability to directly influence our product and customer strategy
Collaborative and ambitious team culture
Real learning opportunities across product, data, and operations
Competitive salary + potential equity
Flexible work setup (office 4 times a week in Fourways)
If you're ready to build joyful, data-driven experiences that help customers - and the planet - win, click here to apply!