Manager Customer Success & Cross-Sell/Upsell - Merchant Division

Cashconnectsus; Gauteng; On-site; ZAR 600 000 - 900 000; Full time

Job summary

A leading company in the Merchant division is seeking a Manager for Customer Success & Cross-Sell/Upsell. This role involves leading teams to enhance merchant value through retention strategies and product adoption. The successful candidate will drive initiatives to minimize churn and maximize revenue, collaborating across departments to ensure alignment and success.

Qualifications

• Experience in leading customer success teams.
• Ability to design retention strategies and monitor risk.
• Strong understanding of the merchant lifecycle and product adoption.

Responsibilities

• Lead and develop Customer Success and Cross & Upsell teams.
• Design strategies to prevent churn and build loyalty.
• Oversee campaigns to increase product penetration.

Skills

Leadership

Data-Driven Decision-Making

Collaboration

Communication

Job description

An opportunity has become available for a Manager – Customer Success & Cross-Sell/Upsell in our Merchant division based in Gauteng

Purpose of the position:

To lead the Customer Success and Cross & Upsell teams in delivering exceptional value to the existing merchant base through proactive retention, product adoption, and wallet share expansion. This role ensures the strategic alignment of both teams to drive merchant lifetime value, minimize churn, and grow revenue from the base.

Duties and Responsibilities,but not limited:

Team Leadership & Performance:

Lead, coach, and develop the Customer Success and Cross & Upsell teams- Set clear goals, KPIs, and performance standards- Foster a culture of ownership, collaboration, and merchant obsession

Retention & Engagement Strategy:

Design and oversee strategies to monitor risk, prevent churn, and build loyalty- Ensure regular merchant engagement through lifecycle campaigns, check-ins, and product usage coaching

Cross-Sell & Upsell Execution:

Oversee targeted campaigns to increase product penetration- Collaborate with Marketing and Data teams to develop campaigns and sales cadences- Drive consultative product adoption conversations across the portfolio

Merchant Lifecycle Management:

Align both teams around a single view of the merchant lifecycle- Guide segmentation, journey mapping, and prioritization strategies

Collaboration & Alignment:

Liaise with Sales, Product, Marketing, Digital, and Ops teams- Provide frontline insights into product gaps, pricing concerns, and campaign success

Data & Reporting:

Oversee reporting on key indicators (churn, product usage, revenue from base)- Present actionable insights and improvement opportunities to senior leadership

Key Competencies:

Leadership & Coaching

Develops high-performing, motivated teams with a clear sense of purpose

Lifecycle Thinking

Understands and applies merchant lifecycle strategies across teams

Strategic Execution

Balances day-to-day execution with long-term planning

Data-Driven Decision-Making

Uses insights to inform actions and improve outcomes

Collaboration & Influence

Works cross-functionally and brings stakeholders together to drive shared goals

Product Fluency

Understands the full Omni-Product suite and how to position it for growth

Communication

Clear, persuasive, and empathetic with both teams and merchants

Location:

Gauteng

Click here to submit your CV, Alternatively, apply to [e-mail] by closing of business day on Monday, 04 June 2025