Customer Success Specialist

June 2025

Job Description

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.

Position Details

Position

Customer Success Specialist

Hours

Full-time position on a long-term fixed-term contract

Reporting

Reports to the CEO

Fixed Salary

R40 000 - R60,000 (gross per month)

Location

Johannesburg (Fourways office 4x per week)

What you'll do

Customer Onboarding & Change Management

• 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

Account Success & Engagement

• 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

Product Advocacy & Advisory

• 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

Support & Content

• 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

Growth & Systemisation

• 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

About you

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

What we offer

🚀

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!