Senior Partner Success Operations Lead

Protect Group; Cape Town; Hybrid; ZAR 900,000 - 1,200,000; Full time

Job summary

Protect Group is seeking a Customer/Partner Success Operations Lead based in Cape Town, office-based/hybrid. This permanent, full-time role reports to the Chief Risk and Operations Officer and offers a competitive salary based on experience.

The ideal candidate will have fluent English and 7+ years of experience building or running a partner/customer success operations function, with a track record in scaling CS/OMS capabilities within a fast-growing B2B or platform business.

Qualifications

• Excellent written and verbal English.
• 7+ years of experience building or running a partner/customer success operations function.
• Experience scaling Partner/Customer Success or Account Management ops in a fast-growing B2B/platform.
• Proven track record in renewal, expansion, and churn-management motions.

Responsibilities

• Own the segmentation and coverage model for the book of business post-onboarding.
• Define partner lifecycle/journey with clear ownership at each stage.
• Build and maintain playbooks for QBRs, check-ins, and at-risk accounts.
• Own data and health-score model with defined inputs, weightings, and actions.
• Build dashboards and reporting cadence for team, executives and board.
• Run renewal and expansion forecasting feeding into the revenue plan.
• Develop cross-functional interlocks with Sales, Product and Support and a RACI.

Skills

English language

Cross-functional leadership

Tools

CRM platforms

Analytics stack

Job description

Protect Group is seeking a Customer/Partner Success Operations Lead based in Cape Town, office-based/hybrid. This permanent, full-time role reports to the Chief Risk and Operations Officer and offers a competitive salary based on experience.

The ideal candidate will have fluent English and 7+ years of experience building or running a partner/customer success operations function, with a track record in scaling CS/OMS capabilities within a fast-growing B2B or platform business.