Customer Success Manager

Tyron Consultancy; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A fast-growing software company seeks a Customer Success Manager based in Durbanville, Cape Town. This hybrid role involves leading a team of 18 support agents, managing daily operations, and ensuring top-notch service delivery. The ideal candidate will have significant customer support experience, strong leadership skills, and a commitment to enhancing client satisfaction and loyalty.

Qualifications

• 5+ years in customer support.
• 3+ years in a leadership or team lead role.
• Experience in the software or tech industry.

Responsibilities

• Manage, mentor, and grow a high-performing support team.
• Oversee support queues, escalations, and SLAs.
• Lead initiatives that improve customer experience and retention.

Skills

Communication skills

Problem-solving skills

Leadership skills

Education

Degree in IT, Business, or similar

Job description

Customer Success Manager – Durbanville, Cape Town.

Join a fast-growing software company where customers really matter. They build products people rely on, and they need someone to make sure those people feel supported, heard, and looked after.

We’re looking for a strong people leader to take the reins of the support function. You’ll lead a team of 18 support agents (some remote), manage day-to-day operations, and make sure the clients get fast, helpful responses to their questions.

You’ll bring structure, build a culture of accountability and care, and make the experience better for both the team and the customer. It’s not just about fixing tickets. It’s about creating a smooth, proactive support experience that keeps clients happy and loyal.

Hybrid role based in Durbanville (Must live in Cape Town).

Salary: R50,000 per month.

What you’ll do:

Lead the Team:

• Manage, mentor, and grow a high-performing support team
• Coach individuals, hold performance check-ins, and support professional growth
• Build a culture where people take ownership, stay curious, and genuinely care about the customer

Run the Support Operation:

• Oversee support queues, escalations, and SLAs
• Track performance, improve processes, and help the team move faster without dropping the ball
• Use the right tools to manage and optimise the support function

Improve the Customer Journey:

• Analyse support trends and spot recurring issues
• Work with developers to fix bugs and improve the product
• Lead initiatives that improve customer experience and retention

Be the Customer’s Voice Internally:

• Represent the customer in internal discussions
• Advocate for smarter solutions and improvements based on feedback
• Help shape a support strategy that’s customer-first and future-ready

What You Need:

• 5+ years in customer support
• 3+ years in a leadership or team lead role
• Experience in the software or tech industry
• A way with people: strong communicator, calm under pressure, and good at solving problems
• Comfortable in high-pressure situations and with demanding clients

Bonus Points:

• Degree in IT, Business, or similar
• Experience working alongside dev teams
• Familiarity with support automation or building knowledge bases
• Certified in Customer Experience (CCXP)