Cape Town Head of Customer Success - Growth & Equity

Placements24

Cape Town

On-site

ZAR 1,200,000 - 2,400,000

Full time

14 days+

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Job summary

Placements24 in Cape Town, Western Cape, is seeking a strategic Head of Customer Success to lead a growing team and drive retention, adoption and customer lifetime value for a SaaS enterprise solution.

You will build scalable onboarding, adoption, renewal processes, monitor health metrics, and collaborate with Sales, Product and Marketing to deliver a unified customer experience. The ideal candidate has 10+ years in customer success, strong leadership, and CRM platform expertise.

Qualifications

Bachelor's degree in Business, Marketing, or related field; MBA or equivalent preferred.
10+ years in customer success, account management, or related client-facing role in tech.
Minimum of 5 years in a leadership role, building and scaling CS operations.

Responsibilities

Define and execute the CS strategy to drive satisfaction, retention, and expansion.
Lead, mentor, and grow a team of CSMs with clear objectives.
Develop scalable onboarding, adoption, support, and renewal processes.
Monitor customer health scores and address churn risks.
Collaborate with Sales, Product, and Marketing to ensure a unified experience.
Gather customer feedback to inform product and service improvements.
Drive upsell and cross-sell within existing customers.
Report CS metrics and provide strategic recommendations to leadership.
Represent the company at industry events and build relationships with key clients in Cape Town.
Champion a customer-centric culture across the organization.