SaaS Account Manager

CAREER OPPORTUNITY CAREER OPPORTUNITY
An exciting opportunity has arisen for a SaaS Account Manager to join our operations Department. We are looking for a commercially minded, technically confident relationship manager who will own the success of a portfolio of clients using Brolink’s digital insurance platforms and services. The role combines strategic account management with selected Product Owner responsibilities: understanding client needs, driving platform adoption and value realisation, coordinating service delivery, and translating priorities into a clear, actionable product backlog. The role is based in Centurion.

JOB DESCRIPTION
Key Duties and Responsibilities:

• Own and grow trusted relationships with assigned clients, acting as the primary operational and commercial point of contact.
• Develop a thorough understanding of each client’s business, strategic objectives, operating model, and use of Brolink’s SaaS solutions.
• Drive client onboarding, adoption, engagement, retention, and value realisation across Brolink’s digital platforms and services.
• Maintain account plans, stakeholder maps, engagement rhythms, and measurable client success objectives.
• Coordinate internal Operations, IT, product, support, and specialist teams to deliver an integrated client experience.
• Monitor service performance, adoption, incidents, and commitments; lead proactive reviews and ensure effective resolution and communication.
• Identify client risks, growth opportunities, process improvements, and additional solution needs, and coordinate appropriate action.
• Facilitate regular operational and strategic account reviews, supported by clear reporting, insights, and agreed action plans.
• Represent the voice of the client in internal planning and product discussions while balancing platform strategy, operational feasibility, and commercial value.
• Translate validated client and business needs into well-defined epics, user stories, and acceptance criteria.
• Contribute to backlog refinement and prioritisation with Product, Technology and Operations stakeholders.
• Clarify minimum viable product scope, support user acceptance and release readiness, and coordinate client communications for changes.
• Maintain strong governance over decisions, dependencies, actions and expectations, escalating material risks promptly.
• Promote continuous improvement, Agile ways of working and disciplined use of customer and operational feedback.

QUALIFICATIONS AND EXPERIENCE
Qualification
Minimum Requirements:

• Matric
• Relevant post-matric qualification in business, information technology, customer success, project management, or a related field

Preferred qualifications:

• Degree or diploma in business, information systems, or a related discipline
• Account management, customer success, Agile, Product Owner or project management certification.
• Certificate of Competence in short-term insurance, or a higher relevant insurance qualification

Work Experience
Minimum Requirements:
At least 7 years’ relevant experience, including substantial experience managing B2B software, technology-enabled service, or SaaS client relationships.

• Demonstrated experience coordinating delivery across clients, Operations, Product and Technology teams.
• Experience managing executive stakeholders, service reviews, client expectations, risks, and escalations.

Preferably, in addition to the above:

• Experience in short-term insurance, financial services, or insurance technology
• Experience with policy administration platforms, digital transformation, or complex enterprise implementations
• Hands-on experience with JIRA, CRM, service-management, or similar Agile and account-management tools

TECHNICAL COMPETENCIES
Minimum Requirements:

• Strong understanding of SaaS account management, customer success, and the client lifecycle
• Ability to interpret service, adoption and operational data and convert insights into practical account actions.
• Good understanding of enterprise software, integrations, information security, and software delivery concepts
• Working knowledge of Agile delivery, backlog management, user stories, and acceptance criteria.
• Strong commercial, presentation, facilitation, reporting, and written communication capability

Preferably, in addition to the above:

• Understanding of insurance administration systems, broker operations, and transaction-processing environments
• Familiarity with SaaS adoption, retention, renewal, and value-realisation measures.

Attributes required for the position include but are not limited to:

• Customer and commercial orientation
• Strategic relationship building
• Business acumen
• Technical curiosity and confidence
• Ownership and accountability
• Consultative communication
• Stakeholder influence
• Structured problem-solving
• Sound judgement and decisiveness.
• Negotiation and expectation management
• Empathy with respectful firmness
• Resilience and adaptability
• Collaboration across functions
• Continuous learning and improvement
• Change leadership

ABOUT THE COMPANY
Established in 1994, Brolink is a leading provider of insurance administration and technology solutions in South Africa. We deliver innovative digital platforms and expert people-driven services to the insurance industry, with a focus on short-term insurance systems, portfolio administration, and digitally enabled operations.

Our 2030 strategy is to become entrenched as the indispensable insurance administrator that enables intermediaries to grow. We aim to be the cornerstone of our clients’ operations by combining a robust platform, broker-centric service, risk and compliance capability, strategic support, and seamless back-office delivery.

Our purpose is to be a force for good, creating sustainable shared value by doing right by people. Our mission is to connect brokers, insurers, policyholders and clients through dynamic and innovative IT and expert people-driven solutions. Our vision is to be the leading administrator and digital technology and integration platform provider for short-term insurance and other insurance business classes.

Applicants must have the following:

• Clear ITC
• Clear criminal record
• Excellent previous employment references.

Our values are Excellence, Integrity, Fairness, and Innovation.

Qualified applicants are invited to apply by sending a CV to: HumanCapital@brolink.co.za before 13 November 2026.

Please note that this appointment will be made according to the company’s Employment Equity targets and strategy. Provided you are not contacted within 2 weeks of job application deadline, please consider your application unsuccessful.