Customer Success Lead

Zetes; Gauteng; On-site; ZAR 800 000 - 1 200 000; Full time

Job summary

A leading technology solutions provider based in South Africa seeks a Customer Success Lead. The successful candidate will manage a multi-skilled team, ensuring high-quality service delivery while driving cybersecurity initiatives. A bachelor's degree and 5+ years of leadership experience in technical services or cybersecurity are required. This role promises a dynamic environment with opportunities for strategic influence and service improvement.

Qualifications

• 5+ years of experience in technical service delivery and/or cybersecurity leadership.
• Strong working knowledge of information security standards (ISO, POPIA, GDPR).
• Experience with endpoint protection and IT infrastructure.

Responsibilities

• Lead a multi-skilled team delivering customer support and cybersecurity services.
• Ensure compliance with SLA/OLA and overall service quality.
• Drive operational readiness and implement cybersecurity governance.

Skills

Leadership

Customer Engagement

Technical Expertise in Cybersecurity

Stakeholder Communication

Collaboration

Education

Bachelor's degree in ICT, Engineering, Computer Science, or related field

Tools

Cloud environments (preferably Azure)

Mobile device management tools (e.g., SOTI)

Job description

We are Zetes (pronounced 'Zet-es').

Our team of 1, employees work across 22 countries in EMEA, delivering SAAS solutions optimizing our customer's supply chains & innovating citizen identification across the world.

Our work for our B2B customers keeps the goods we need moving, with precision traceability.

Our work for our B2G customers ensures the delivery of a strong basis for legal identity to citizens in their home countries and creates safe movement for them between the countries they choose to travel to.

We are proud to say that our work touches the lives of people all around the world.

Position Overview

We are seeking an experienced and dynamic leader for the Customer Success Lead position to oversee the delivery of high-impact client services while ensuring robust cybersecurity across the organisation. This role combines strategic oversight with operational execution, requiring strong technical expertise, leadership acumen, and stakeholder engagement. The successful candidate will lead a multidisciplinary team, drive continuous service improvement, and support organisation‑wide cyber initiatives. This position requires a proactive, solution‑oriented leader capable of aligning day‑to‑day operations with broader business and compliance objectives.

Role and Responsibilities

Lead and manage a multi-skilled team delivering customer support, software services, and infrastructure security. Oversee the end‑to‑end delivery of technical services and customer support, ensuring SLA and OLA compliance. Ensure consistent service delivery aligned with ITIL standards, SLAs, and client satisfaction metrics. Drive operational readiness, resource planning, and performance tracking across customer success functions. Collaborate with internal departments (e.g. Development, Commercial, Order Management, Quality Assurance) to align operations with business strategy. Own the service delivery lifecycle by ensuring seamless onboarding, change management and solutions rollout. Oversee and ensure strategic implementation of initiatives of (CISO) on cybersecurity governance, risk, and compliance, including policy development, compliance reporting. Ensure compliance with ISO

• POPIA, GDPR, and other applicable data protection regulations. Coordinate enterprise‑wide cyber initiatives, including threat assessments, penetration testing, and policy development.
• Experience with endpoint protection, cloud environments (preferably Azure), and mobile device management tools (e.g., SOTI).

Core Competencies

Leadership Excellence: Demonstrates accountability, decision‑making, and the ability to inspire cross‑functional teams.

Customer Centricity: Advocates for clients, ensuring high levels of responsiveness and satisfaction.

Technical Acumen: Broad understanding of IT infrastructure, software integration, and cybersecurity architecture.

Resilience & Adaptability: Operates effectively in high‑pressure environments and during critical incidents.

Collaboration: Works closely with internal teams and external partners to drive aligned outcomes.

Strategic Influence: Communicates effectively with executive stakeholders and shapes operational direction.

Integrity & Compliance Focus: Acts as a steward of data protection and governance standards.

Minimum Qualification & Experience

Must have a bachelor's degree in ICT, Engineering, Computer Science, or a related field. Proven leadership with at least 5 years of experience in technical service delivery and / or cybersecurity leadership. Demonstrated expertise in IT infrastructure, networking, DevOps, or managed services. Strong working knowledge of information security standards (ISO, POPIA, GDPR) and enterprise risk principles. Experience with endpoint protection, cloud environments (preferably Azure), and mobile device management tools (e.g., SOTI).

Proficient in customer engagement, stakeholder communication, and presenting at the executive level. Practical understanding of SLA / OLA design, reporting, and service improvement frameworks. Familiarity with automation, barcode scanning / printing technology is an added advantage.