Customer Success Specialist

We're on the hunt for a Customer Success Specialist, experienced in B2B SaaS, speaks fluent enterprise, and believes that great customer experience should feel like magic, minus the fluff.

At TACo, we’re scaling HYDRA, our operational and sustainability intelligence platform for property and infrastructure. We work with asset-heavy organisations to drive real-time, data-backed decisions that move the needle on efficiency, ESG compliance, and cost savings. As our Customer Success Specialist, you’ll take the reins on the post sales journey - owning, optimising and evolving our customer experience across tiered journeys we've carefully mapped out based on revenue, potential, and ICP alignment.

You’ll be hands on and strategic: part advisor, part orchestrator, part product whisperer.

Position details:

Position	Customer Success Specialist
Contract	Full time position subject to 3-month probationary period
Reporting	Reports directly to the CEO
Remuneration	Starting from R40 000 gross per month with the potential to grow within 12 months
Location	Greater Johannesburg, South Africa

What you'll do:

Own and elevate the customer journey: From onboarding to renewal, you’ll lead the charge. Whether it’s white-glove or light-touch, you’ll ensure each customer tier gets a world-class experience.
Drive adoption, impact & insight: Build clear success plans tied to sustainability and business goals. Set up systems to track usage, NPS/CSAT/SUS, feature engagement, and expansion signals.
Be the heartbeat between teams: Work closely with sales, product, and marketing to relay feedback, unlock growth, and push new features into the right hands.
Catch churn before it happens: Identify red flags early, run proactive check-ins, and close loops fast.
Drive expansion & upsell moments: Collaborate with sales to identify opportunities and scope cross-sell or upsell based on evolving customer maturity and tier potential.
Be the voice of the customer: Turn insight into action. Bring structured feedback from the field that drives roadmap influence and feature improvements.
Scale what works: Build out and continuously refine our Customer Success playbook, support documentation, comms templates, and success automation by tier.

About you:

✔ 3+ years in Customer Success or Enterprise SaaS Account Management

✔ You’ve worked with large, multi-stakeholder clients (and know how to keep them happy)

✔ Obsessed with outcomes and unafraid of metrics: you track, report, and optimise

✔ Stellar communicator – verbal, written, visual

✔ You can run a success review and a Loom onboarding video in your sleep

✔ You get excited about sustainability, tech, and working in a startup that’s scaling fast