Enterprise Client Success Lead

Reflex Solutions; Johannesburg; On-site; ZAR 550,000 - 850,000; Full time

Job summary

Reflex Solutions seeks a Client Success Lead to drive retention, renewals, and growth across the Enterprise client portfolio. You will lead the Client Success team, establish best practices, and ensure high client satisfaction.

The role involves direct management of strategic accounts when needed and collaboration with Sales and Technical Services to align insights with business objectives.

Qualifications

• 2+ years leading a team (essential)
• 5+ years in customer success, account management or renewals in B2B technology/ICT/managed services with a retention or revenue target
• ITIL 4 Foundation certification advantageous

Responsibilities

• Lead, coach and performance-manage the Client Success Managers, including recruitment and development
• Manage client accounts directly when required, including key or strategic accounts
• Own revenue retention and contract coverage across the team portfolio, with at least 90% of managed recurring revenue in contract
• Oversee client satisfaction, service governance and escalation processes
• Report portfolio health, retention, renewals and growth to the Executive: Sales and Client Success

Skills

Leadership

Commercial acumen

Executive relationships

Data-driven decisions

Process improvement

Education

Diploma or Degree in Business, Sales or Marketing

Tools

Zoho CRM

Job description

Reflex Solutions seeks a Client Success Lead to drive retention, renewals, and growth across the Enterprise client portfolio. You will lead the Client Success team, establish best practices, and ensure high client satisfaction.

The role involves direct management of strategic accounts when needed and collaboration with Sales and Technical Services to align insights with business objectives.