Cape Town - Western Cape ~ Johannesburg - Gauteng
ENVIRONMENT:
A cutting-edge Communication Solutions Platform in Stellenbosch seeks a highly skilled Customer Success Lead: Operations to take charge of customer strategies and life cycles from adoption to expansion. In your role you will be driving operational excellence, optimizing customer success workflows, and supporting your team in delivering high-value client experiences. Naturally you will engage strategically with key clients, contributing to long-term partnerships and business growth. Applicants will require 5+ years work experience in Customer Success, Operations, or related roles, with at least 2 years in a leadership or management position.
DUTIES:
Customer Strategy, Operations & Process Optimization -
- Design, refine and continuously improve customer success strategies and operational workflows, ensuring efficiency, scalability, and a high-quality client experience at every stage of the customer lifecycle.
- Share operational insights, best practices, and solutions to create a cohesive strategy for client retention and expansion.
- Oversee platform usage and adoption across assigned clients, ensuring they are realizing the full value of the solution for frontline workers.
- Develop strategies to enhance customer health, guiding your team in proactively addressing client needs, identifying opportunities for growth, and mitigating risks.
- Act as a trusted advisor to clients, participating in strategic planning and contributing to long-term partnerships that drive retention and expansion.
- Collaborate seamlessly with Onboarding Specialists and assign new clients to designated Customer Success Specialists, balancing workloads and expertise to maximize client satisfaction and successful platform adoption.
- Partner closely with the Managed Services Lead to create an integrated approach to both platform success and content delivery, ensuring both teams align on client goals and strategies for an optimal client experience.
- Utilize customer success data and metrics (e.g., platform usage, adoption rates, NPS) to guide decision-making, improving both team and client outcomes.
- Develop dashboards and reports that track customer health and success as well as team performance, presenting key insights and recommendations to senior leadership.
- Proactively address any risks identified through customer data, collaborating with the team to adjust strategies as needed.
- As a team leader you will guide and support your team in delivering high-value client experiences, fostering an inclusive culture and leading by example when it comes to business values of ownership, consistency and partnership.
- You will set clear team and individual goals, aligned with company and customer success objectives, to drive both performance and personal development.
- 5+ Years of experience in Customer Success, Operations, or related roles, with at least 2 years in a leadership or management position.
- Strong background in developing and optimizing Customer Success processes and operational workflows in a SaaS environment.
- Proven ability to lead, mentor, and build high-performing Customer Success teams.
- Excellent communication skills, able to navigate both client-facing conversations and internal cross-functional collaboration.
- Proficient in Customer Success tools to track client health, performance, and team efficiency.
- Strong data-driven approach, using metrics and analytics to guide decisions and improve outcomes.
- Experience working with enterprise clients, particularly in roles involving platform solutions or technology products.
