Client Partner (Retention-Focused)

Our Scrums.com Story

At Scrums.com (formerly SovTech), we believe the future of software lies in the talent, innovation, and creativity found on the African continent. For over a decade, we have been pioneering world-class software development for a global audience. We are the leading custom software development company from Africa that, like any great tech company, was founded in a garage. Scrums.com has now grown to more than 350 of the best AI-powered software engineering experts, building world-class platforms for growing businesses across four cities on three continents.

‍Looking ahead, we remain committed to growing Africa's tech ecosystems. Africa is home to the world's youngest population, with over 50% of Africans under the age of 25. Recent estimates indicate there are over 700,000 professional software developers across Africa today. That number is projected to double by 2025. We believe in the future of African tech talent and the impact it will have on scaling global companies.

Accelerating business growth with expert tech talent

Trusted by 400+ companies, Scrums.com helps businesses scale with our cloud-based engineering subscription platform, offering consistent, cost-effective AI-powered experts, teams, and reliable developer analytics. 

Our Culture

Our culture is underpinned by 8 core values. 

Earth’s leading software company from Africa- that's where we're going.

Why Join Us?

Be part of a dynamic, people-first team that’s showcasing and advancing Africa’s tech landscape on the global scale. At Scrums.com, we celebrate your individuality, empower your decision-making, and create meaningful experiences. Together, we’re driving innovation and building  exceptional teams 🚀 Take a look at some of the highlights:

Embrace Our African Talent Footprint, Flexibility, and Autonomy 🌍

• At Scrums.com, we champion an empowered workplace where you shape the culture, influence decisions on tech stacks, and take charge of user testing—all while working from wherever you thrive best across our interconnected Guilds.

• Our distributed teams span South Africa, Nigeria, Kenya, Zimbabwe, and other parts of the continent, showcasing the diversity and brilliance of African talent.

The Scrums.com Vibes 💙

• Annual Foos-Fest ⚽️ : Showcase your skills at our legendary Foosball Festival and take home quirky, sought-after awards.

• AI-Powered Hackathons 💻 : Collaborate with your team to create innovative, market-ready products in just 24 hours—all while enjoying live music and family-friendly fun.

• Year-End Celebrations 🏞️ : Reflect and connect at our unforgettable year-end events, a decade-old tradition we continue to cherish.

• Popcorn Fridays, Dev Chats, and Braais🍿 : Bond with colleagues over insightful discussions and sizzling good vibes.

• Fluid Clubs🥾 : Join like-minded peers in activities like hiking, running, and more to foster shared interests beyond work.

• Weekly All-Hands 🙌 : Stay inspired and in the loop with our weekly All-Hands sessions that bring us together as one team.

• Explore Week 🐘 : Our annual tradition encourages you to work from anywhere around the globe for one exciting week—freedom meets inspiration!

Scrums.com Rewards & Recognition 🎉

• Stacos (our company currency) : Reward and recognise your peers with Stacos and exchange them for cool vouchers to celebrate accomplishments big and small.

• Commission Incentives : Unlock attractive rewards for successful business development leads and employee referrals.

Continued Career Growth & Support 🔑

• Internal AI Platforms : We empower our teams with access to both closed and open source LLM’s that make work easier and empower your professional growth. We love AI! 

• High-Performance Culture : Stay aligned and on track with OKRs (Objectives and Key Results) and structured annual reviews.

• Personalized Mentorship : Receive dedicated guidance from leadership and the Talent SuccessTeam through one-on-one sessions and quarterly check-ins tailored to your career aspirations.

Our teams are powered by AI—Transforming How We Work 🤖

• Our teams embrace cutting-edge AI platforms, agents and tools, creating smarter workflows and accelerating career development with AI. 

• OpenAI, Anthropic, Llama - we use them all so choose what suits you best!

• You don’t need your own licenses - we cover the costs and have our own internal AI platforms that gives you access to them all in a secure environment. 

Outstanding Employee Benefits* ➕

• Discovery Medical Aid : Prioritizing your health with the best care.

• Half-Day Birthday Leave : Celebrate your special day with an afternoon off!

• Family responsibility & Parental Benefits : Providing full support for a meaningful work-life balance.

*Please note: Benefits may vary depending on employment type

Join us and be part of a dynamic, supportive team that’s making waves across Africa.

Role Overview
As a Client Partner at Scrums.com, your mission is simple: retain and grow client relationships by protecting Monthly Recurring Revenue (MRR). You’ll be the primary relationship owner, ensuring our SaaS clients see measurable value, remain satisfied, and choose to renew and expand their partnerships with us. This role is 100% focused on retention. You will not be paid on new business, only on keeping and growing our client base. Your experience in SaaS customer success and passion for building long-term relationships will directly shape our clients’ success and Scrums.com’s growth.

Key Responsibilities

1. Client Relationship Management

• Build and maintain strong, executive-level relationships.

• Act as a trusted advisor, deeply understanding client objectives, challenges, and priorities.

• Proactively address concerns to ensure satisfaction and long-term loyalty.

2. Performance Monitoring & Review

• Conduct Quarterly Business Reviews (QBRs) for all accounts.

• Analyze ROI, product usage, and success metrics.

• Track client objectives and close the loop with continuous feedback.

3. Client Analytics & Insights

• Monitor Scrums.com SEOP usage patterns, health scores, and satisfaction data.

• Identify at-risk accounts and implement action plans to reduce churn.

• Provide data-driven recommendations to enhance client outcomes.

4. Renewal Management

• Develop renewal strategies 120+ days before expiration.

• Mitigate risks and resolve issues early to secure seamless renewals.

• Collaborate internally to prevent service or subscription interruptions.

5. Revenue Expansion (Secondary to Retention)

• Identify upsell and cross-sell opportunities through trust-based relationships.

• Use NPS, client success milestones, and account reviews as triggers for expansion.

6. Internal Collaboration

• Partner with Product, Finance, Staffing, and Marketing teams to solve client needs.

• Advocate for client requirements internally to improve offerings.

• Keep client data accurate and complete in HubSpot & ClickUp (mission-critical).

Tool Stack You’ll Use

• HubSpot → Source of truth for client data, active subscriptions, renewals, NPS.

• ClickUp → Knowledge base, subscription changes, project operations.

• Scrums.com Platform → Client delivery visibility and account management.

Performance & Success Metrics

Your success will be measured by retention-driven outcomes only:

• MRR Retention Rate (NRR target: > 80%)

• Renewal Rate (% of contracts renewed on time)

• Churn Reduction

• NPS & Client Health Scores

• Accuracy of Client Data in HubSpot

What We’re Looking For

• 2–4+ years of Customer Success / Account Management experience in a SaaS business.

• Strong organisational skills: Comfortable with administrative accuracy (HubSpot, contracts, data management).

• Passion for customer success and retention, not new business hunting.

• Commercial acumen: ability to spot opportunities for expansion but prioritise retention.

• Excellent communication, relationship-building, and problem-solving skills.

Why Join Scrums.com?

At Scrums.com, we’re building the world’s first Software Engineering Orchestration Platform (SEOP), helping engineering leaders deliver software faster, smarter, and at scale. By joining as a Client Partner, you’ll be at the heart of our mission, ensuring our clients succeed and remain long-term partners. This is a career-defining opportunity for someone who wants to specialise in SaaS retention, client partnerships, and enterprise success.