Job Description

Customer Success Operations Associate

Location: Cape Town (Hybrid: Office & Remote)
Hours: 08:30 – 17:00
Type: Full-time
Salary: Let’s have a coffee first ☕

About ERM Libryo
ERM Libryo is a technology company that helps organisations understand what the law requires of them, here and now.

Our platform goes beyond a traditional legal library by breaking down complex sustainability legislation into clear, actionable insights. Users can intuitively search for answers—even without legal training—and stay up to date with regulatory changes that impact them.

We are a fast-growing legaltech company, and this is an opportunity to join a dynamic, purpose-driven team working at the intersection of law, sustainability, and technology.

The Role
We are looking for a highly organised, proactive, and customer-centric Customer Success Operations Associate to support and strengthen our Customer Success function.

This role is designed as an entry point into Customer Success, offering exposure across customer support, operations, and account management.

You will work across all Customer Success pillars—supporting SMB customers directly while enabling Customer Success Managers (CSMs) on Enterprise accounts.

You’ll play a key role in supporting a seamless customer experience, from onboarding through to ongoing support and renewal.

Key Responsibilities

Customer Support & Experience

• Act as a first point of contact for customer queries across email and other channels
• Troubleshoot and resolve customer issues, escalating where necessary
• Deliver high-quality, timely support to contribute to customer satisfaction

Customer Success Operations & Administration

• Support day-to-day Customer Success operations, including customer communications and administration
• Maintain accurate and up-to-date customer data in the CRM (data hygiene, audits, updates)
• Assist with renewals administration, ensuring timely and smooth processing
• Generate and distribute customer reports (usage, engagement, feedback)

Account Management (SMB)

• Support the management of a portfolio of SMB customer accounts
• Act as a day-to-day contact for customer queries and engagement
• Support customer adoption and contribute to positive customer outcomes
• Identify risks and highlight potential opportunities for account growth

Enterprise Support

• Support Customer Success Managers on Enterprise accounts
• Assist with account coordination, reporting, and follow-ups
• Contribute to delivering a high-touch customer experience and supporting commercial initiatives

Customer Onboarding, Training & Documentation

• Support onboarding of new customers on the ERM Libryo platform
• Assist with setting up customer environments (projects, users, streams, configurations)
• Deliver customer training sessions and product walkthroughs
• Create and maintain customer-facing documentation and guides

Revenue & Growth Support

• Support Customer Success Managers with proposal preparation, pricing inputs, and renewal/expansion documentation
• Assist in coordinating upsell and cross-sell opportunities across SMB and Enterprise accounts
• Track and follow up on commercial opportunities to support timely progression
• Maintain accurate pipeline and opportunity data within the CRM

Platform & Product Enablement

• Become an expert user of the ERM Libryo platform
• Provide internal feedback based on customer insights
• Support continuous improvement of customer journeys and processes

Process Improvement

• Help identify gaps and inefficiencies in Customer Success processes
• Contribute to process design, documentation, and optimisation
• Support scaling of Customer Success operations as the business grows

Partner Support

• Assist with supporting partners, including onboarding, queries, and coordination

Other

• Take on additional responsibilities as required to support the Customer Success team and overall business goals

Requirements

• 1–2 years’ experience in Customer Success, Support, or a similar role
• Strong interest in SaaS, technology, and customer experience
• Highly customer-centric mindset
• Excellent organisational and multitasking skills
• Strong attention to detail
• Clear and professional communication skills (written and verbal)
• Proactive, self-starter with a willingness to learn quickly
• Process-driven with the ability to improve and optimise workflows
• Bachelor’s degree (business or related field preferred)
• Experience with CRM systems and Google Workspace is advantageous
• Legal or regulatory background is a plus

Candidates may be invited to complete an online assessment as part of our recruitment process. All personal information will be handled confidentially and in compliance with data protection laws.