Client Success Manager

University of Fort Hare; Cape Town; Hybrid; ZAR 1,004,000 - 1,451,000; Full time

Job summary

University of Fort Hare in Cape Town seeks a seasoned Client Success Manager to own a portfolio of enterprise clients from onboarding to ongoing growth. You will coordinate cross-functional teams, manage contracts, and ensure exceptional customer experiences across the engagement lifecycle.

The role requires strong communication, multi-project coordination, and the ability to translate technical concepts for clients while driving upsell opportunities in a fast-paced tech-enabled environment.

Qualifications

• Proven experience in Client Success, Account Management, or Project Management.
• Excellent written and verbal communication skills.
• Demonstrated ability to coordinate multiple projects simultaneously.
• Ability to work with both technical and commercial stakeholders.
• Strong organisational skills with attention to detail.
• Capacity to manage competing priorities while delivering great client service.

Responsibilities

• Manage a portfolio of enterprise client accounts from onboarding through ongoing account management.
• Build and maintain trusted relationships with key stakeholders.
• Lead regular client meetings, providing updates, guidance, and strategic recommendations.
• Coordinate projects from kickoff through successful implementation and delivery.
• Manage contracts, order forms, and client documentation.
• Ensure compliance with information security and governance requirements, including ISO 27001 where applicable.
• Translate technical concepts into clear client-friendly communication.
• Identify opportunities to upsell and cross-sell additional solutions.
• Collaborate with internal teams to drive successful outcomes.

Skills

Client Success

Account Management

Project Management

Communication

Stakeholder Management

Organisation

Job description

Monthly Cost To Company (Market related)

An exciting opportunity is available for an experienced Client Success Manager to join an innovative technology business delivering AI-powered conversational solutions across WhatsApp, voice, web chat, and email based in Cape Town.
In this client-facing role, you will take full ownership of a portfolio of enterprise customers, building trusted relationships while ensuring successful project delivery from onboarding through to long-term account growth. You will act as the primary point of contact for your clients, coordinating internal teams, managing projects, and ensuring exceptional customer experiences throughout the engagement lifecycle.
This role is ideal for someone who enjoys building strong client relationships, solving problems proactively, and working within a fast-paced technology environment.

• Manage a portfolio of enterprise client accounts from onboarding through ongoing account management.
• Build and maintain trusted relationships with key stakeholders.
• Lead regular client meetings, providing updates, guidance, and strategic recommendations.
• Coordinate projects from kickoff through successful implementation and delivery.
• Manage contracts, order forms, and client documentation.
• Ensure compliance with information security and governance requirements, including ISO 27001 processes where applicable.
• Translate technical and compliance-related concepts into clear, client-friendly communication.
• Proactively identify and resolve client issues before they escalated.
• Collaborate closely with internal technical, delivery, and commercial teams to ensure successful outcomes.
• Identify opportunities to grow existing accounts through upselling and cross-selling additional solutions.
• Maintain high levels of client satisfaction while driving long-term account success.

What We're Looking For

• Proven experience in Client Success, Account Management, or Project Management.
• Excellent written and verbal communication skills.
• Demonstrated experience coordinating multiple projects simultaneously.
• Ability to work effectively with both technical and commercial stakeholders.
• Strong organisational skills with exceptional attention to detail.
• Ability to manage competing priorities while maintaining excellent client service.

Advantageous Experience

• Experience within a technology, SaaS, or digital services environment.
• Familiarity with ISO 27001 or other information security standards.
• Exposure to WhatsApp Business, conversational AI, or customer engagement platforms.
• Experience working with enterprise clients or regulated industries.
• Proven ability to identify and drive upsell and cross-sell opportunities.

• Manage a portfolio of enterprise client accounts from onboarding through ongoing account management.
• Build and maintain trusted relationships with key stakeholders.
• Lead regular client meetings, providing updates, guidance, and strategic recommendations.
• Coordinate projects from kickoff through successful implementation and delivery.
• Manage contracts, order forms, and client documentation.
• Ensure compliance with information security and governance requirements, including ISO 27001 processes where applicable.
• Translate technical and compliance-related concepts into clear, client-friendly communication.
• Proactively identify and resolve client issues before they escalated.
• Collaborate closely with internal technical, delivery, and commercial teams to ensure successful outcomes.
• Identify opportunities to grow existing accounts through upselling and cross-selling additional solutions.
• Maintain high levels of client satisfaction while driving long-term account success.

Essential Requirements

• Proven experience in Client Success, Account Management, or Project Management.
• Excellent written and verbal communication skills.
• Demonstrated experience coordinating multiple projects simultaneously.
• Ability to work effectively with both technical and commercial stakeholders.
• Strong organisational skills with exceptional attention to detail.
• Ability to manage competing priorities while maintaining excellent client service.

Advantageous Experience

• Experience within a technology, SaaS, or digital services environment.
• Familiarity with ISO 27001 or other information security standards.
• Exposure to WhatsApp Business, conversational AI, or customer engagement platforms.
• Experience working with enterprise clients or regulated industries.
• Proven ability to identify and drive upsell and cross-sell opportunities.

Please note that only suitable candidates will be contacted.