Head of Customer Success - South Africa

Placements24; Cape Town; On-site; ZAR 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Competitive compensation & bonuses

Health benefits

Career development opportunities

Collaborative work environment

Exposure to cutting-edge technology

Relocation assistance

Job summary

Placements24 in Cape Town seeks a strategic Head of Customer Success to lead a dedicated CS team responsible for retention, expansion, and value realization for enterprise clients. You will architect scalable processes and partner with Sales, Product, and Marketing to deliver a world-class customer journey.

The role requires a strong SaaS background, executive communication, and a results-driven mindset to shape customer engagement for a globally recognized brand operating from Cape Town.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field.
• 8+ years in customer success or related client-facing roles.
• Proven leadership with high-performing teams.
• Excellent communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving abilities.
• Experience with CRM software (Salesforce) and CS platforms.
• Deep SaaS knowledge and customer lifecycle understanding.

Responsibilities

• Develop and implement a comprehensive customer success strategy aligned with company objectives.
• Lead and mentor a team of Customer Success Managers to achieve goals.
• Monitor customer health, identify churn risks, and implement retention strategies.
• Drive expansion opportunities within existing customers through proactive account management.
• Collaborate with Sales, Product, and Marketing for a seamless customer journey.
• Establish and track KPIs for the CS function.
• Gather customer feedback and inform product/service improvements.
• Manage relationships with enterprise-level clients as a trusted advisor.

Skills

Leadership

Communication

CRM proficiency

SaaS knowledge

Analytical thinking

Presentation skills

English proficiency

Education

Bachelor's degree in Business Administration or Marketing

Tools

Salesforce

Customer success platforms

Job description

About the Role

Our client, a leading innovator in the SaaS industry, is looking for a strategic and results-oriented Head of Customer Success to lead their dedicated team in Cape Town, Western Cape . This leadership position requires a visionary individual who can architect and execute a world-class customer success strategy, ensuring exceptional client retention and expansion. You will be responsible for building strong relationships with key stakeholders, driving customer advocacy, and developing scalable processes that support our growing user base. The role demands a deep understanding of customer needs and the ability to translate that understanding into actionable initiatives that enhance customer value and loyalty. This is a fantastic chance to shape the future of customer engagement for a globally recognized brand operating from the picturesque Cape Town .

Key Responsibilities

• Develop and implement a comprehensive customer success strategy aligned with company objectives.
• Lead, mentor, and inspire a team of Customer Success Managers to achieve their goals.
• Monitor customer health, identify churn risks, and proactively implement retention strategies.
• Drive expansion opportunities within the existing customer base through effective account management.
• Collaborate with Sales, Product, and Marketing teams to ensure a seamless customer journey.
• Establish and track key performance indicators (KPIs) for the customer success function.
• Gather customer feedback and provide insights to inform product development and service improvements.
• Manage relationships with enterprise-level clients, acting as a trusted advisor.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 8 years of experience in customer success, account management, or a related client-facing role.
• Proven experience in a leadership or management position, with a track record of building and developing high-performing teams.
• Exceptional communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving abilities.
• Experience with CRM software (e.g., Salesforce) and customer success platforms.
• Deep understanding of SaaS business models and customer lifecycle management.
• Demonstrated ability to manage complex client relationships and navigate challenging situations.
• Strategic thinker with a proactive and results-driven approach.
• Proficiency in English; knowledge of other South African languages is a plus.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness benefits package.
• Opportunities for professional development and career advancement.
• A dynamic and collaborative work environment.
• Chance to work with cutting-edge technology and industry leaders.
• Relocation assistance may be provided for exceptional candidates.