Senior Partner Success Operations Lead

Protect Group

Cape Town

Hybrid

ZAR 900,000 - 1,200,000

Full time

14 days+

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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.