Client Success Manager, South Africa

Intent Limited; Johannesburg; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Intent Limited is seeking a proactive Client Success Manager to drive adoption, satisfaction, and growth across our client base in South Africa. You will blend relationship management with data‑driven insights to enable onboarding, value realization, and expansion.

Leverage experience in analytics, CRM, and AI to translate client goals into actionable use cases and measurable outcomes, while partnering with Sales and Product to drive renewal and upsell opportunities.

Qualifications

• 10+ years in a client‑facing role within customer analytics, digital marketing, decisioning/NBx, CRM, or CDP platforms.
• 3–5+ years experience with artificial intelligence applications is highly desired.

Responsibilities

• Develop and execute a South Africa–focused client success strategy.
• Act as day‑to‑day contact for assigned client accounts to ensure satisfaction and engagement.
• Collaborate with delivery teams to onboard and enable clients effectively.
• Translate client goals into high‑impact use cases and measurable outcomes.
• Identify upsell opportunities and support pre‑sales activities.

Skills

Client‑facing

Analytics

CRM

AI experience

B2C experience

Tools

Excel

BI tools

Job description

Help South African clients unlock the value of data and AI — guiding onboarding, adoption and growth while shaping impactful use cases and lasting customer partnerships.

Role Overview

We are seeking a proactive and strategic Client Success Manager (CSM) to drive adoption, satisfaction, and growth across our client base in South Africa. This role is critical to ensuring the long‑term success of our enterprise customers by helping them realize the full value of the Intent HQ platform. The ideal candidate will blend relationship management, technical understanding, and a data‑driven mindset to support clients throughout their journey—from onboarding through to value realization and expansion.

Key Responsibilities

Client Success Strategy & Execution

• Develop and implement a comprehensive customer success strategy tailored to the South African market.
• Lead initiatives across onboarding, adoption, value delivery, renewal, and account expansion.
• Define and track customer success metrics, focusing on ROI realization and business impact.

Client Relationship Management

• Act as the main day-to-day contact for assigned client accounts, ensuring a high level of satisfaction and engagement.
• Build and maintain strong multi‑functional relationships across client stakeholders in business, marketing, technology, and data teams.
• Serve as a trusted advisor by deeply understanding clients’ commercial goals, challenges, and data maturity.

Onboarding & Enablement

• Collaborate with the technical delivery and program delivery teams to ensure effective onboarding and setup.
• Design and deliver tailored onboarding programs that empower clients to adopt product efficiently and effectively.
• Play a key role in contributing to the South African localisation of the rights brands and nuances in the region for insights and opportunities to resonate with the market across industries.

Use Case Design & Delivery

• Translate client goals into actionable use cases using Intent HQ's capabilities.
• Partner with internal Data Strategy, Data Science, and Program Management teams to deliver insights and measurable outcomes.
• Support the delivery of business reviews and client presentations, clearly articulating impact and next steps.

Support & Advocacy

• Provide proactive, ongoing support to address client needs and build long‑term advocacy.
• Respond promptly to client queries and coordinate internally for resolution.
• Promote new features and best practices to drive deeper engagement.

Growth & Expansion

• Identify and drive upsell and expansion opportunities within existing and new target client accounts.
• Support the South Africa regional sales lead across the pre‑sales process to identify commercial goals and related use cases for new target South African clients. Provide support in preparation and facilitation of sales discovery workshops and contribute towards the business case and proposal.
• Support the development and execution of account plans in collaboration with Client Partners.
• Gather feedback from clients to inform product enhancements and internal process improvements.
• Champion the voice of the customer within Intent HQ.

Community Engagement

• Foster a strong client community in South Africa to encourage peer learning, thought leadership and shared success.

Additional Scope

Legal & Regulatory Compliance

• Support clients in navigating the legal and regulatory landscape across South Africa, particularly around data privacy, cross‑border data flows, and compliance requirements for handling sensitive customer information.
• Stay informed on evolving regional frameworks such as South Africa’s POPIA (Protection of Personal Information Act,) and other emerging data protection laws across the region, aligning Intent HQ practices accordingly.

Talent Acquisition & Development

• Assist in building and scaling high‑performing teams across the region, with a focus on sales, marketing, and technical roles.
• Contribute to hiring strategies and internal capability development with a strong understanding of the data and analytics talent landscape in South Africa.

What We're Looking For

Required Experience & Skills

• 10+ years in a client‑facing role within customer analytics, digital marketing, decisioning/NBx, CRM, or CDP platforms. 3-5+ years experience with artificial intelligence applications is highly desired.
• Experience in translating business goals into high‑impact commercial campaigns opportunities that drive customer acquisition, growth, engagement and churn reduction, with clear, measurable business outcomes.
• Proven experience working with large B2C clients; exposure to financial services, telecom, or retail/e‑commerce industries is preferred.
• Strong analytical thinking with proficiency in Excel and/or business intelligence tools.
• Excellent communication skills—both verbal and written—with the ability to produce and present client‑ready content.
• Comfortable navigating both business and technical conversations with appropriate support.
• Experience with onboarding workflows, data ingestion processes, or platform enablement.
• Familiarity with mobile application ecosystems is advantageous but not essential.
• Prior experience working with SaaS or data/insights platforms.

Personal Attributes

• A client‑first mindset with strong relationship‑building skills.
• Highly organized with excellent time management and multitasking abilities.
• Curious, adaptable, resilient, creative and proactive in fast‑paced environments.
• Collaborative team player who thrives in cross‑functional environments.

Most companies lose the detail. A large mobile network generates hundreds of billions of events every single day — too expensive to keep in raw form. So your rich, specific, wonderfully complicated life gets compressed into an average. You become “males 25–34 in the southeast who browsed upgrades.” A bucket. A segment. And then that bucket gets blasted with messages — because when you cannot tell what someone actually wants, the only strategy left is frequency. Send more, send often, hope something lands.

We built something different. Intent runs two types of intelligence in parallel. Our cloud engine reads billions of events a day — weblogs, payments, app signals, CRM records — and finds behavioural sequences: chains of small actions that unfold in a recognisable order before someone switches, upgrades, or leaves. Our on‑device Edge AI sits directly on the phone, reading 16,000 signals and distilling them into 750 insights about your current state — without any of that information ever leaving the device.

We manage over 300 million customer profiles. We underpin $115 billion in customer value. We hold 49 patents in behavioural AI, privacy architecture, and on‑device intelligence. We were named AI Business of the Year 2025. And Verizon — with large data science teams of its own — has been our customer for seven years, because what we have built over a decade of patents, learning, and rigorous product development cannot be easily replicated.

Our Team

Around 110 people and growing, based across London, Barcelona, Lisbon, New York, and Tel Aviv. Engineers, data scientists, product designers, and commercial minds who collectively speak over 15 languages. United by a single conviction: when you understand human behaviour properly, relevance follows — and when relevance follows, so does value.

Why Join Intent

Work that matters at genuine scale.

Our clients have tens of millions of customers and billions of interaction events each day. You will not be optimising a landing page — you will be shaping how the world's largest enterprises understand and serve their customers.

Category‑defining technology.

49 patents. An AI that reads 16,000 behavioural signals directly on your phone — data never leaves. A cloud engine that digests 250 billion events a day and delivers fresh intelligence in under 120 seconds. Privacy twins that make re‑identification mathematically infeasible.

Global reach, real momentum.

Verizon, MTN Group, ABG Capital — across telecoms, financial services, retail, and social media. Expanding rapidly into Latin America, Africa, APAC, India, and the Middle East. AI Business of the Year 2025.

A place to grow — fast.

We are at an inflexion point: approaching profitability, launching a flagship agentic platform, and scaling commercially across seven regions. The people who join now will shape the next chapter.

Hybrid and flexible.

London‑based roles work from the office three days a week, with the rest remote. Team members across Barcelona, Lisbon, New York, South Africa, Nigeria, Brazil, India, and Tel Aviv — a genuinely international team solving genuinely global problems.

Our Values — In Practice

Human‑first. No one is average. We start with individual reality, motivation, and context — not statistical convenience or abstract users.

Principled. Privacy is a human right — a design principle, not a legal afterthought. Trust is foundational, not optional.

Ambitious. We anticipate the edge — looking ahead early and building what others assume cannot yet be built.

Inclusive. Intentionally relevant. Every interaction should earn its place — serving simply, with clarity in product, communication, and action.

In service. We serve simply — to our customers, to each other, and to the work itself. No unnecessary complexity, no ego in the way.