Customer Success Manager

Print Outsource International; South Africa; On-site; ZAR 279,000 - 390,600; Full time

Job summary

A customer service solutions provider in South Africa is looking for a Customer Success Manager. This role involves planning and overseeing customer relationships to maximize satisfaction and drive revenue growth. The ideal candidate will have at least 3 years of experience in a similar position, strong stakeholder management skills, and relevant qualifications. Responsibilities include operational execution, client retention, and market research. A diploma or certification in a related field is preferred.

Qualifications

• Minimum Grade 12 qualification required.
• Diploma or certification in a related field is preferred.
• 3+ years’ experience in a similar role or industry.

Responsibilities

• Plan, organize, and oversee frontline customer relationships.
• Achieve operational excellence and revenue growth.
• Engage consistently with customers to maximize satisfaction.
• Collaborate and communicate effectively with stakeholders.

Skills

Stakeholder engagement

Fulfilment (Planning/Scheduling)

Operational execution

Market Research

Risk Management

Client Retention

Education

Grade 12

Diploma and/or certification in related field

Job description

1. JOB TITLE:

Customer Success Manager

2. MAIN PURPOSE OF THE JOB:

The role of a Customer Success Manager is to plan, organise, staff, control and oversee frontline customer relationships, realised revenue, opportunity generation, governance practice and the day‑to‑day operational delivery of agreed parameters and/or contract terms. Working to achieve a highly effective & efficient service to maximise customer satisfaction. It will require consistent frontline engagement within a marketing environment and will typically cover Creative, Print, POS & Promotional Merchandise requirements. Reporting to a Customer Success Director (CSD), you will form part of a frontline team responsible to collectively deliver operational excellence & revenue growth, improve customer loyalty & satisfaction (CSAT), enable increased customer lifetime value (CLV) and achieve excellent net promoter scores (NPS).

Key Performance Indicators (KPI’s):

• Customer Lifetime Value (CLV)
• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Delivery on‑time & In Full (OTIF)
• Organic Revenue Growth & Profitability
• Efficiency & Effectiveness

3. DESCRIPTION OF FIELD OF DUTY (KPA’s):

• Stakeholder engagement (Collaboration & Communication).
• Fulfilment (Planning/Scheduling, Delivery).
• Operational execution (Staff, Customer Service, Controls, Technology Interaction, Reporting).
• Market Research (Innovation Initiatives).
• Risk Management & Compliance (Awareness & Mitigation).
• Client Retention (Relationships & Opportunity Generation).

4. QUALIFICATION REQUIREMENTS:

• Grade 12
• Diploma and/or certification in related field

5. WORK EXPERIENCE:

• 3+ years’ experience in a similar role and/or industry
• Customer service & people management experience advantageous.