Client Success Manager (JHB or CT)

The Focus Group; Cape Town; On-site; ZAR 60 000 - 100 000; Full time

Job summary

Join a leading fintech scale-up as a Client Success Manager, where you will be the strategic advisor for enterprise clients, managing relationships and driving growth. This role offers the opportunity to work closely with various internal teams, ensuring optimal client experiences and fostering long-term partnerships. You will leverage your analytical skills and commercial acumen to identify growth opportunities and enhance product adoption. If you thrive in a fast-paced environment and are passionate about client success, this position is perfect for you!

Qualifications

• 5+ years in management consulting or related fields.
• Strong analytical skills and data-driven decision-making.

Responsibilities

• Manage end-to-end client journey from signing to long-term success.
• Analyze performance and trends to identify expansion opportunities.

Skills

Strategic Relationship Management

Analytical Skills

Problem-Solving Skills

Commercial Acumen

Project Management

Education

Bachelor’s Degree

Job description

CLIENT SUCCESS MANAGER (BASED IN JHB OR CT)

Global Payments Infrastructure Firm

As the strategic advisor and primary point of contact for some of our client’s largest enterprise clients (account size of $100k+ per month), you will manage relationships at all levels of our global client base, including executives, middle-layer management, and operational team members.

1. You will work closely with various internal teams, such as sales, marketing, support, product managers, engineering, and our c-suite, to direct our business efforts and build world-class partnerships with our clients.
2. The ideal candidate is an independent, high-achieving individual, able to stand out in an entrepreneurial environment and excel through self-motivation and personal drive. You have exceptional interpersonal skills, naturally take initiative, and use first principle thinking to solve problems.
3. This is an opportunity to work at one of Africa’s leading fintech scale-ups in a role that is highly strategic.

Industry Experience

Not necessarily - however, you do need to have:

• Strong ability to manage and build strategic relationships
• Analytical foundation
• First principles problem-solving skills

Payments experience would be an advantage but not essential.

Timeframe to Hire

• ASAP

Business Impact

This role impacts the business by taking full ownership of the existing revenue and growth of revenue from enterprise clients at Stitch, serving as a strategic hire.

Key Collaborations

This new hire will work most closely with:

• Our enterprise clients
• Sales, marketing, legal, client solutions, support, product managers, finance, and exco

Minimum Qualifications & Skills

• Bachelor’s degree or equivalent work experience
• 5+ years in management consulting, investment management, product management, or related fields
• Commercial and sales acumen; ability to understand business drivers and deliver value
• Outstanding analytical skills and data-driven decision-making approach

Leadership & Strategic Skills

• Strategic thinker with excellent project management skills
• Experience engaging with ExCo and senior leadership
• Strong stakeholder management and influencing skills
• Exceptional communication and negotiation skills
• Ability to thrive under pressure in fast-paced environments

Interpersonal Traits

• High EQ and people-driven mindset
• Charismatic, energetic, and trustworthy
• Customer-oriented with strong relationship-building skills
• Team player with diverse collaboration skills

Work Style & Mindset

• Self-starter with entrepreneurial mindset
• Adaptable to change
• Capable of managing multiple priorities with composure

Logistics

• Willing to travel 30%; based in JHB or CT

Nice-to-Have Skills

• Analytical/statistical background
• Experience in payments within South Africa or globally
• Knowledge of e-commerce and payment technologies, players, and trends

Role Responsibilities

Client Success & Retention

• Manage end-to-end client journey from signing to long-term success and retention
• Build high-touch, consultative relationships at all levels
• Develop and execute client success plans to strengthen partnerships
• Identify account growth opportunities through proactive needs analysis

Commercial Growth

• Analyze performance and trends to identify expansion opportunities
• Drive product adoption and utilization
• Use data to understand value generation and improve adoption
• Identify up-sell and cross-sell opportunities for revenue growth

Product & Strategic Enablement

• Provide product expertise and education throughout the client lifecycle
• Monitor and report on product performance and usage blockers
• Deeply understand Stitch’s products and ecosystem to meet client needs
• Assist clients in optimizing implementations and integrations

Service & Support

• Oversee support adherence and resolve technical issues
• Track client tickets and escalations proactively
• Maintain a high-touch, responsive service approach

Cross-Functional Collaboration

• Coordinate with internal teams for optimal client experience
• Align on strategy, delivery, and issue resolution across departments
• Manage internal stakeholders to support client success