Mission

At Root, we are dedicated to empowering insurance players with innovative solutions that open new markets, drive growth, and deliver exceptional client value. As we continue to expand our footprint into the UK and beyond, we are doubling down on our commitment to providing an outstanding client experience.

The mission of the Junior Client Success Manager is to support the ongoing success and satisfaction of our clients by assisting in the management and nurturing of long-term relationships. This role focuses on helping drive product adoption, supporting day-to-day client needs, and contributing to the achievement of client outcomes through the Root Platform, all while learning to identify opportunities for growth and championing client engagement.

In this role, you will work closely with Root’s Sales, Support, Professional Services and Product teams to relentlessly advocate for our clients and enable them to harness the full potential of our cutting-edge platform.

Outcomes

Client Relationship Management

• 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 objectives and align them with our platform capabilities.

Onboarding

• Able to guide clients through onboarding after implementation is complete
• Collaborate with the technical support team and professional service team to address any technical challenges during onboarding.

Product Adoption & Usage:

• Drive adoption and usage of the platform by understanding client needs and providing feedback internally
• Conduct regular business reviews and strategy sessions with clients to ensure they are leveraging the platform and our services effectively.

Client Advocacy:

• Serve as the voice of the client internally, providing feedback to product management and development teams.
• Identify and develop client advocates who can provide testimonials and case studies.

Renewals & Upsell:

• Facilitate the renewal process, working to retain and expand client accounts.
• Identify opportunities for upselling and cross-selling additional products and services.

Metrics & Reporting:

• Track and analyse client success metrics, such as CSAT, and churn rates.
• Help prepare regular reports and insights to the executive / management team on client health and success.

Competencies:

• Client-centric mindset with a passion for helping clients succeed.
• Willingness to learn how to approach problems thoughtfully and contribute to solutions.
• Interested in understanding business and how clients achieve their goals
• Proactive and self-motivated with a high level of initiative.
• Ability to build trust and rapport with clients and internal teams.
• Proven track record of success in client facing roles

We are looking for someone with:

• Tertiary qualification with an aptitude for numbers and data.
• 3 years in an enterprise client-facing role.
• Experience managing enterprise clients and engaging with C-suite executives.
• Insurance domain expertise is a bonus.

Why Join Root

Our team is made up of smart, passionate, and kind individuals working together to build and implement technology with real impact for our clients. We are driven to succeed by collaborating transparently and value developing personal relationships with each other. We have a fantastic office in Cape Town and always make an effort to have our catered lunch together. We love getting out of the building for team events, company offsites or just to grab a coffee.

As a team, we are committed to:

• Leading by example
• Exceeding expectations
• Rallying as one team
• Owning the mission, and
• Rising to the challenge

We create and enable an environment for people to do their best work. To support this, we focus on a culture of autonomy, transparency and trust. We care a lot about innovation, and believe in an iterative way of working to drive progress. We encourage each other and foster a working culture of sharing early versions of our work and implementing feedback fast.

If delivering our mission gets you excited, get in touch!

Department

Client Success

Locations

Cape Town, South Africa

Remote status

Hybrid

Employment type

Full-time