Senior Customer Success Manager

C40 Cities; Johannesburg; Remote; ZAR 800,000 - 1,000,000; Full time

Job summary

A leading communications solutions provider is seeking a Senior Customer Success Manager to steer the Customer Success function, enhance customer engagement, and manage a team. This remote position requires substantial experience in SaaS and a strong grasp of Microsoft Teams solutions. The ideal candidate will be a strategic thinker with exceptional interpersonal skills, committed to driving customer satisfaction and success in a collaborative environment.

Benefits

Competitive salary

Bonus and commission structure

Collaborative work environment

Qualifications

• Minimum of 5 years in Customer Success leadership.
• Proven success in managing enterprise customers.
• Certifications in Customer Success are a plus.

Responsibilities

• Lead the Customer Success strategy to enhance adoption.
• Manage a team of Customer Success Managers.
• Serve as a trusted advisor to key accounts.

Skills

Customer Success leadership

Microsoft Teams

Interpersonal skills

Analytical capabilities

Education

Bachelor’s degree in Business or related field

Tools

Gainsight

ChurnZero

HubSpot

Job description

Job Title: Senior Customer Success ManagerLocation: Remote (Preferred: South Africa, US EST time zone alignment preferred)Department: Customer SuccessReports To: Chief Revenue OfficerCompany: My client – A Microsoft Teams-first UCaaS, CPaaS & CX Provider

Role Overview

My client is looking for a passionate and experienced Senior Customer Success Manager to lead a growing team. In this high-impact role, you will be responsible for leading and scaling the global Customer Success function to drive adoption, retention, and expansion across an enterprise customer base.

You will be the primary point of contact for key customers post-sale, ensuring they derive maximum value from our Microsoft Teams-based UCaaS, CPaaS, and Contact Center solutions. You will lead a team of Customer Success Managers, build scalable customer journeys, and work cross-functionally with Sales, Support, and Product to deliver a world-class customer experience.

Key Responsibilities

Customer Success Strategy & Leadership

Lead and evolve the Customer Success strategy to enhance adoption, renewal, and expansion across enterprise clients.

Manage and mentor a team of Customer Success Managers to meet retention and growth targets.

Own customer lifecycle processes, including onboarding, engagement, health tracking, and success planning.

Develop and execute playbooks for driving adoption, ensuring customer satisfaction, and reducing churn.

Client Relationship Management

Serve as a trusted advisor to key accounts, aligning my client’s solutions with business goals.

Conduct regular Executive Business Reviews (EBRs) and performance check-ins.

Identify upsell and cross-sell opportunities in partnership with the Sales team.

Act as the voice of the customer to internal teams to influence product roadmaps and service enhancements.

Process & Insights

Build data-driven insights from usage metrics, support data, and feedback to enhance customer outcomes.

Create reporting frameworks to monitor customer health, engagement, and revenue expansion.

Drive continuous improvements to the customer journey, onboarding experience, and success tools.

Cross-Functional Collaboration

Collaborate with Sales, Marketing, Product, and Support to ensure seamless customer engagement.

Provide feedback loops to Product teams based on customer needs and pain points.

Work with Support to ensure fast resolution of critical issues, while proactively mitigating future risks.

Required Qualifications & Skills

Experience & Background

Minimum of 5 years’ experience in a Customer Success leadership role, preferably within SaaS, UCaaS, or Cloud Communications.

Proven success leading Customer Success teams in a B2B or enterprise environment.

Demonstrated ability to manage large enterprise customers and complex account dynamics.

Technical & Commercial Acumen

Strong understanding of Microsoft Teams, Unified Communications, or Contact Center solutions is highly advantageous.

Familiarity with Customer Success tools (e.g., Gainsight, ChurnZero, HubSpot) and CRM systems.

Commercially minded with a track record of driving expansion and retention metrics.

Soft Skills

Exceptional interpersonal, communication, and presentation skills.

Strong strategic thinking, analytical capabilities, and decision-making under pressure.

Empathetic leadership style with a passion for building relationships and inspiring teams.

Education

Bachelor’s degree in Business, Communications, IT, or a related field.

Certifications in Customer Success or related technologies are a plus.

Why Join My Client?

Join a Microsoft Teams-first global leader in UCaaS, CPaaS & CX solutions.

Help shape the future of enterprise communications and customer engagement.

Enjoy a collaborative, fast-paced, and remote-first working environment.

Competitive salary + bonus + commission structure.