Head Of Customer Success

Whizants; Gauteng; On-site; ZAR 500 000 - 600 000; Full time

Job summary

A leading technology company in South Africa is looking for a Customer Success Leader to enhance customer retention and experience. The ideal candidate should have strong technical fluency and at least 8 years of experience in solution architecture or technical pre-sales, with a proven track record of driving revenue growth. This role emphasizes leadership qualities and the ability to advocate for customers internally. Expect a dynamic and collaborative working environment with significant interaction across departments.

Qualifications

• 8+ years' experience in solution architecture, technical pre-sales, or delivery consulting.
• Proven track record of driving revenue growth and retention.
• Leadership experience in Customer Success and/or Sales Enablement.

Responsibilities

• Lead the Customer Success function focusing on retention and customer experience.
• Act as an internal advocate for customers across departments.
• Participate in pre-sales conversations to ensure technical fit.
• Guide onboarding and ensure delivery meets commitments.
• Triage and resolve complex delivery issues.
• Identify upsell and renewal opportunities.

Skills

Technical Fluency in Internet architecture, website & network architecture, mobile data connectivity, cloud computing, IP routing

Strong grasp of pricing and P&L development

Skilled at managing cross-functional teams

Empathetic leadership with coaching ability

Strong problem-solving capabilities

Customer-centric approach

Education

Relevant university degree (business-related qualification; MBA a bonus)

Job description

Key Responsibilities

Lead the Customer Success function with a focus on retention, expansion, and superior customer experience.

Act as an internal advocate for customers, collaborating across departments to remove barriers and deliver value.

Provide transparent customer feedback to improve adoption and delivery.

Participate in pre-sales conversations to ensure technical fit and manage expectations.

Guide seamless onboarding and ensure delivery meets commitments.

Triage and resolve complex delivery issues calmly and effectively.

Identify upsell, cross-sell, and renewal opportunities to grow customer lifetime value.

Develop strategies and processes to scale customer success delivery.

Skills & Attributes

Technical Fluency : Internet architecture, website & network architecture, mobile data connectivity, cloud computing, IP routing.

Commercial Acumen : Strong grasp of pricing, P&L development, and scalable solutioning.

Strategic Influence : Skilled at managing cross-functional teams and engaging senior stakeholders.

Leadership : Empathetic leader with emotional intelligence and coaching ability.

Problem-Solving : Ability to break down complex issues into actionable plans.

Customer Centricity : Passion for delivering value and positive outcomes.

Qualifications & Experience

Strong relationship management and consultative skills.

Relevant university degree (business-related qualification; MBA a bonus).

8+ years' experience in solution architecture, technical pre-sales, or delivery consulting.

Proven track record of driving revenue growth and retention through customer engagement.

Leadership experience in Customer Success and / or Sales Enablement.

Industry background in Saa S, Paa S, or Telco mobile connectivity.