Key Account Manager

GRAYLINK - Cape Town, Western Cape

Closing date yi 17 ka July 2026

Purpose

We are looking for a strategic, relationship-driven Senior Account Manager to join our Customer Success team.
This is not a sales role. Instead, you will focus on building long-term partnerships, ensuring customer success, and driving value for a portfolio of medium to enterprise-level clients.

Requirements

4 years of experience in Account Management and Customer Success within a SaaS B2B recruitment or HR tech environment
A relevant tertiary qualification in IT and/or commerce.

Skills & Competencies

Direct experience and understanding of recruitment technology and corporate HR business processes.
Proven ability to drive retention, expansion, and customer satisfaction in a SaaS environment.
Experience engaging and influencing C-level executives and senior stakeholders.
Data-driven mindset with proficiency in CRM and customer success software (HubSpot, Intercom, Jira etc.).
Project and/or change management experience would be advantageous
Excellent professional communication, negotiation, and problem-solving skills.

Responsibilities

Manage a portfolio of medium to enterprise customers, ensuring hands-on oversight and engagement.
Ensure customers realise full ROI from graylink’s ATS software through proactive support and value alignment.
Partner with customers to deeply understand their recruitment goals and align tailored solutions to meet their evolving needs.
Monitor customer health metrics and proactively address risks or signals of potential churn.
Build strong, trust-based relationships with stakeholders at all levels from Exco to end users
Guide new customers through onboarding, training, and change management initiatives
Create and execute strategic account plans to deliver measurable ROI for customers
Act as the primary point of contact for customer inquiries, troubleshooting issues ensuring response are delivered within the agreed SLA
Manage your customers' commercial contracting, negotiations and instructions for finance/billing.
Identify and drive upsell and cross-sell opportunities to grow account value
Maintain accurate customer records and data in CRM systems
Regularly meet with customers (virtually or onsite) to evaluate satisfaction, usage, and success metrics
Provide quality assurance of all work delivered to customers where needed
Review customer performance data to proactively address risks and ensure solution adoption
Collaborate with product and development teams by sharing customer feedback and participating in feature testing
Become a specialist in all our products, in our customers, and in our market-positioning.

Additional Information

We are committed to Employment Equity when recruiting internally and externally.
It is company policy to promote from within wherever possible.
Therefore, please be aware that internal candidates will be considered first before reviewing external applicants, provided that this supports achievement of our Employment Equity goals.