Client Success Lead

Yoyo Group; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Yoyo Group is seeking a Client Success Lead to own key client relationships, drive product adoption, and identify up-sell and cross-sell opportunities within the Commercial Team.

You will guide clients through implementing Yoyo's rewards and API capabilities, manage campaigns, and collaborate across Product, Ops, and Finance to ensure client success and revenue growth.

Qualifications

• 3-5 years of account management experience, preferably with corporate/retail clients or mid-to-enterprise clients.
• Demonstrated experience delivering and launching projects.
• Good working knowledge of accounts and sales processes, ideally in a digital environment.
• Ability to understand project management processes, software development lifecycles and integration processes to support clients.

Responsibilities

• Act as the lead point of contact for Yoyo API clients, owning end-to-end communication with internal and external stakeholders.
• Guide clients on best-practice implementation of Yoyo's rewards campaigns and API integrations.
• Ensure timely creation of reward campaigns via the API portal and manage client integrations and projects.
• Respond to and resolve client incidents, challenges and queries, including high-severity escalations.
• Support Campaign Admins in resolving client queries and compiling monthly client performance reports.
• Maintain commercial revenue forecasts and track key account metrics for internal decision-making.
• Identify and close up-sell and cross-sell opportunities on assigned accounts and contribute to new sales leads.
• Support operational teams in driving transactions and delivering training or retraining.
• Ensure accurate invoicing information and assist legal with contracts and governance.

Skills

Account management

Client relationships

Product knowledge

Communication

Project management

Education

Tertiary qualification

Job description

About Yoyo

Yoyo helps South Africa\'s most loved brands turn everyday transactions into moments their customers remember. We're the partner behind delightful loyalty and rewards experiences - effortless to run, delightful to receive. For nearly 20 years we've been the infrastructure behind digital vouchers, gift cards and loyalty programmes, and today we reward millions of people across 27,000+ stores nationwide, issuing 160 million+ rewards and over R7 billion+ in value every year.

About the Role

We are seeking a product-led, data-driven and client-focused Client Success Lead to join our Yoyo Commercial Team. You will own a portfolio of key client relationships, ensuring client satisfaction, driving product adoption, and identifying up-sell and cross-sell opportunities that grow the account. As a key member of our cross-functional team, you will develop a deep understanding of our product offerings and strategically guide clients in leveraging Yoyo\'s strengths.

Duties and Responsibilities

Client Relationship & Operations

• Act as the lead point of contact for Yoyo API clients, owning end-to-end communication including regular status meetings and stakeholder engagement across internal and external parties.
• Guide clients on best-practice implementation of Yoyo\'s rewards, working with relevant stakeholders to activate new reward campaigns.
• Ensure timely, successful creation of reward campaigns via the Yoyo API portal, and manage successful client integrations and projects, including menu management.
• Respond to and resolve client and partner incidents, challenges, and queries — including high-severity escalations.
• Support Campaign Admins in resolving client queries and compiling monthly client performance reports.

Commercial & Finance

• Maintain commercial revenue forecasts and track key account metrics for internal decision-making.
• Identify and close up-sell and cross-sell opportunities on assigned accounts (new business units, reward partners, product verticals), and contribute to new sales leads (a minor portion of the role).
• Support operational teams in driving transactions and delivering training or retraining (e.g. reporting, in-store processes).
• Ensure accurate invoicing information is signed off with clients and shared with finance.
• Support legal in signing off contracts and associated governance documentation.

Product Strategy

• Collaborate with Product and Ops teams to identify and refine product or process flows.
• Support product and commercial strategy based on market/client insights and technical capabilities or constraints.
• Liaise with the product team on timelines, managing client expectations for new product releases.

Reporting & Insights

• Deliver monthly and ad hoc client reporting.
• Report on Yoyo API product usage and insights on a regular cadence.
• Analyse data to generate actionable insights that benefit clients.

Knowledge & Skills

• Tertiary qualification in Account Management, Marketing, Project Management, or a related field.
• 3-5 years of account management experience with strong product knowledge, preferably with corporate and/or retail clients or medium to enterprise-sized clients.
• Demonstrated experience managing deliverables and successfully launching projects.
• Good working knowledge of accounts and sales processes, ideally in a digital environment.
• Ability to understand project management processes, software development life cycles, and integration processes to better support clients.

Ideal Candidates are:

• Passionate about the tech and fintech industry.
• An exceptional communicator, adept at handling tough and critical conversations.
• A logical thinker with a passion for problem-solving.
• Proactive, with a sense of urgency and the ability to thrive under pressure.
• Organised and delivery-oriented, with strong prioritisation, planning, and attention to detail.
• Accountable and willing to take ownership of responsibilities.

If you\'re the kind of person who thrives on building relationships, loves driving client success, and gets a kick out of turning accounts into long-term partnerships - we\'d love to hear from you!