Strategic Partner Success Operations Leader

Protect Group; Cape Town; On-site; ZAR 1,200,000 - 2,400,000; Full time

Job summary

Protect Group in Cape Town seeks a Customer/Partner Success Operations Lead to design and own the post-onboarding partner success function, including segmentation, lifecycle, playbooks, data health-scoring and renewal forecasting.

The role requires 7+ years in partner/customer success operations, strong English, and experience with CS/CRM/analytics platforms. International experience is a plus in a fast-growing, global client base.

Qualifications

• 7+ years of experience building or running a partner/customer success operations function.
• Strong grasp of segmentation and coverage models and translating them into book-of-business allocation.
• Experience building health-score models and triggering actions.
• Experience selecting, implementing or administering CS/CRM/analytics platforms.
• Track record of renewal, expansion and churn-management motions, with forecasting.

Responsibilities

• Own segmentation and coverage model and the associated book-of-business allocation.
• Define and maintain partner lifecycle journey with clear exit criteria at each stage.
• Develop playbooks for QBRs, check-ins, at-risk accounts, and satisfaction measurement.
• Own data and health-score model with defined inputs and actions.
• Build reporting dashboards and cadence for team, execs, and board.
• Lead renewal/expansion forecasting and align CS metrics to revenue plan.
• Establish cross-functional interlocks with Sales, Product, and Support and a RACI.

Skills

Partner success operations

Segmentation and coverage models

Health-score models

Forecasting and KPI frameworks

Cross-functional leadership

Tools

CS/CRM/analytics platforms

Job description

Protect Group in Cape Town seeks a Customer/Partner Success Operations Lead to design and own the post-onboarding partner success function, including segmentation, lifecycle, playbooks, data health-scoring and renewal forecasting.

The role requires 7+ years in partner/customer success operations, strong English, and experience with CS/CRM/analytics platforms. International experience is a plus in a fast-growing, global client base.