Global Director, Customer Success & Fulfillment

Point. Your Marketing Investment Partner; Johannesburg; On-site; ZAR 1,800,000 - 2,800,000; Full time

Job summary

Point. Your Marketing Investment Partner in Johannesburg/Durban, South Africa, seeks a Group Customer Success Director to lead regional client fulfilment teams and drive operational excellence across fast-growing markets.

The role reports to the Chief Revenue & Customer Officer and collaborates with the Group CEO to shape a scalable, tech-enabled operating model that increases client retention and revenue profitability across Africa and the Middle East.

Qualifications

• 5–10 years in customer success or operational leadership in professional services or related sectors.
• Experience as a Client Director or similar tier in a multinational matrix environment is strongly preferred.
• Strong commercial and financial modelling background.
• Ability to lead cross-functional, multi-market teams under pressure.

Responsibilities

• Lead regional customer success teams across territories to deliver operational excellence and client growth.
• Develop customer success vision and regional engagement strategies; manage CLV playbooks.
• Drive client retention, quarterly business reviews, escalate resolutions and identify cross-sell opportunities.
• Govern SOPs, ensure contract compliance, and assist with budgets and forecasts with the CCO.
• Coach and develop teams, set KPIs, and build succession plans.
• Conduct market and competitor analysis; coordinate with legal to mitigate risks.

Skills

Customer success leadership

Commercial acumen

Stakeholder engagement

Team leadership

Cross-functional collaboration

Education

Grade 12

Honours in Business/Commerce

MAP/MDP or related diplomas

Job description

Point. Your Marketing Investment Partner in Johannesburg/Durban, South Africa, seeks a Group Customer Success Director to lead regional client fulfilment teams and drive operational excellence across fast-growing markets.

The role reports to the Chief Revenue & Customer Officer and collaborates with the Group CEO to shape a scalable, tech-enabled operating model that increases client retention and revenue profitability across Africa and the Middle East.