Client Success Manager - Africa

Intent HQ; Cape Town; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading data intelligence company is looking for a Client Success Manager for Africa. This role focuses on driving client satisfaction, strategizing customer engagement, and ensuring the successful adoption of the platform. The ideal candidate should have extensive experience in client-facing roles within the analytics or marketing sectors and be skilled in data analysis and relationship management. This position is based in Cape Town and demands a proactive approach to client engagement.

Benefits

Competitive salary

Professional development opportunities

Qualifications

• 10+ years in a client-facing role within customer analytics, digital marketing, or similar.
• Experience with large B2C clients, preferably in financial services or retail.
• Strong analytical thinking and excellent communication skills.

Responsibilities

• Develop and implement a customer success strategy tailored to Africa.
• Act as the main contact for client accounts to ensure satisfaction.
• Support client onboarding and ensure effective platform adoption.

Skills

Client relationship management

Strategic thinking

Data analysis

Communication

Tools

Excel

Business intelligence tools

Job description

Role Overview

We are seeking a proactive and strategic Client Success Manager Africa, to drive adoption, satisfaction, and growth across our client base in 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 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 marketing, technology, and data teams.
• Serve as a trusted advisor by deeply understanding clients’ goals, challenges, and data maturity.
  
  

Onboarding & Enablement

• Collaborate with the Forward Deployed and Technical teams to ensure effective onboarding and setup.
• Design and deliver tailored onboarding programs that empower clients to adopt the platform efficiently and effectively.
  
  

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 accounts.
• Support the development and execution of account plans in collaboration with Client Partners.
  
  

Feedback & Continuous Improvement

• 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 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 Africa, particularly around data privacy, cross-border data flows, and compliance requirements for handling sensitive customer information.
• Stay informed on evolving regional frameworks 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 Latin America.
  
  

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.
• 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.
  
  

Desirable Experience

• 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.
  
  

Proposed Engagement Model and Deliverables

This document outlines an enhanced engagement model focused on driving customer value realization and long-term success for IntentHQ in the African market.

I. Guiding Principles:

• Customer Value at the Core: All activities will be geared towards demonstrating and maximizing the value IntentHQ delivers to its customers.
• Proactive Engagement: We will proactively engage with customers to understand their needs, provide support, and ensure they are realizing the full potential of the platform.
• Data-Driven Insights: We will use data to track customer usage, measure value realization, and identify areas for improvement.
• Long-Term Partnership: We aim to build long-term, mutually beneficial relationships with IntentHQ and its customers.
  
  

II. Communication & Collaboration:

• Weekly Catch-up with IntentHQ Client Success & Sales Leadership (2x per week):
• Purpose: Discuss progress on key initiatives, review customer success metrics, address roadblocks, and align on strategic priorities.
• Format: Video conference calls.
• Attendees: IntentHQ CS and Sales Leadership
• Agenda:
• Review of weekly/monthly KPIs (leads generated, deal pipeline, customer onboarding progress, customer satisfaction scores, product usage metrics).
• Updates on ongoing projects and initiatives, including customer success initiatives.
• Discussion of market trends, competitive landscape, and customer feedback.
• Identification and resolution of any challenges or roadblocks, including customer-related issues.
• Alignment on upcoming activities and priorities, including customer success plans.
• In-Person/virtual Catch-up with Referral Partner (1x per week):
• Purpose: Build strong relationships with the reseller team, provide training and support, discuss joint sales strategies, gather feedback from the field, and collaborate on customer onboarding and ongoing engagement.
• Format: In-person/virtual meetings.
• Attendees: Reseller Partner Representatives and potentially a Customer Success representative.
• Agenda:
• Review of joint sales performance, including customer onboarding progress and early customer feedback.
• Training on IntentHQ's platform, value proposition, and competitive advantages, with a focus on how to articulate value to customers.
• Discussion of target customer profiles and ideal use cases, including how to identify customer needs and tailor solutions.
• Collaborative development of account-based marketing plans, with a focus on customer success stories and testimonials.
• Feedback collection on market conditions and customer needs, including customer satisfaction and product usage.
• Regular Email Communication: Ongoing communication via email.
• Shared WhatsApp Channel: For task management and communication.
• Customer Success Platform (Recommended): Explore using a dedicated Customer Success Platform (e.g., Gainsight, ChurnZero) to manage customer interactions, track progress, and automate key tasks. This would significantly enhance value realization efforts.
  
  

III. Opportunity Qualification & Ranking (Value-Focused):

• Comprehensive Document: The qualification document will be enhanced to include:
• Value-Based Discovery Questions: Questions that specifically probe the potential customer's desired business outcomes and how they will measure success. Examples: "How will you measure the success of this initiative?", "What are your key performance indicators related to [relevant business area]?", "What are the biggest challenges you face in achieving these KPIs?".
• Customer Success Plan Outline: A preliminary outline of a potential Customer Success Plan for each qualified opportunity, demonstrating how IntentHQ will help them achieve their goals. This shows a commitment to long-term partnership.
  

IV. Deal Support & Enablement (Value-Driven):

• Value-Selling Training: Training the reseller team on value-selling methodologies, focusing on how to articulate the business benefits of IntentHQ and quantify the ROI.
• Customer Success Collaboration: Involving the Customer Success team early in the sales process to build rapport with potential customers and demonstrate the commitment to their long-term success.
• Case Studies & Testimonials: Developing case studies and testimonials from existing customers showcasing the value they have received from IntentHQ.
  
  

V. Customer Onboarding & Value Realization (Key Focus):

• Onboarding Playbook: Developing a detailed onboarding playbook outlining the steps involved in onboarding new customers and ensuring they are quickly realizing value.
• Value Workshops: Conducting value workshops with new customers to define their success metrics, develop a Customer Success Plan, and establish clear expectations.
• Regular Check-ins: Conducting regular check-in calls with customers to track progress, address any challenges, and provide ongoing support.
• Business Reviews: Conducting periodic business reviews to discuss strategic objectives, review performance against KPIs, and identify opportunities for expansion.
  
  

VI. Performance Measurement & Reporting (Value-Centric):

• Key Performance Indicators (KPIs): KPIs will include:
• POV Success Criteria achieved/exceeded
• POVs converted into Commercial license
• Client Reference approvals
• Number of Client Stakeholder contacts
• Customer Churn Rate
• Customer Satisfaction (CSAT)
• Product Usage Metrics (e.g., feature adoption, data volume processed)
• Number of Customer Success Stories/Testimonials
• Recognized Revenue
• Value Realization Reports: Reports will focus on demonstrating the value delivered to customers, including quantifiable results and progress against their defined success metrics.