Customer Success Account Manager (Telesales / Phone-based Account Management) Own and grow a portfolio of existing B2B accounts through proactive phone-based account management, customer retention and repeat sales, with zero cold calling. Remote, Cape Town | Remote | Monday to Friday, 09:00-17:00 | R35,000 per month + bonuses ABOUT OUR CLIENT Our client is a rapidly growing UK-based drinks brand experiencing 50% year-on-year expansion. The business is known for high standards and service excellence. The company is expanding its customer support footprint by establishing a dedicated remote team in South Africa. THE ROLE: CUSTOMER SUCCESS ACCOUNT MANAGER The Customer Success Account Manager will own the day-to-day relationship with an allocated portfolio of approximately 500 existing B2B accounts. This is a 100% phone-based remote position with zero cold calling. The primary objective is to act as the single point of contact for assigned accounts, driving customer retention, preventing churn and growing like-for-like sales through proactive monthly conversations and consistent follow-through. KEY RESPONSIBILITIES Maintain a structured weekly call plan to ensure every assigned account receives a meaningful two-way phone conversation every calendar month. Prioritise declining accounts, overdue reorders and unresolved issues. Review customer order history before calls to identify trading patterns and potential barriers to ordering. Establish customer stock requirements and identify early signs of churn. Introduce the monthly commercial calendar, seasonal serves, promotions and sales-support materials to generate repeat orders. Accurately capture, process and confirm orders received by phone or other approved channels using Unleashed ERP. Log all call attempts, completed discussions, customer insights, next follow-up dates and agreed action items in Prospect CRM on the same working day. Act as the primary point of contact for customer enquiries. Resolve routine customer issues within delegated authority. Coordinate internal support where necessary and maintain full ownership of issues through to resolution. Participate in weekly activity and coverage reviews. Participate in monthly outcome meetings with the Sales Director. ABOUT YOU Proven experience managing existing B2B accounts over the phone, with a track record of driving customer retention and repeat ordering. Excellent customer service skills. Clear and professional communication skills. Extreme attention to detail. Capability to handle structured phone-based account management. Strong cultural fit with the service-first and team-focused values specified for the role. Strong commercial curiosity with the ability to identify buying patterns, understand reasons for declining orders and recommend suitable products. Excellent relationship-building, communication and questioning skills. High levels of organisation, persistence and self-discipline to independently manage a full portfolio remotely. Disciplined and accurate data-entry habits using CRM systems. Prior experience using Prospect CRM or Unleashed software is desirable. Experience within the drinks, hospitality or wholesale sectors is desirable. WORKING HOURS Monday to Friday, 09:00-17:00. 37.5 hours per week with a 30-minute lunch break. PROBATION & BENEFITS The role has an initial 3-month probation period. Following probation, benefits include optional medical insurance contributions and 3% pension scheme contributions. EQUIPMENT & IT Hardware and software setup and IT security protocols are undergoing final confirmation, including whether company-issued or employee-owned device options will apply.