Technical Customer Success Manager (AI Platforms, SaaS, Onboarding)

AES Global; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

AES Global is seeking a Technical Customer Success Manager in South Africa to own post-deploy success for AI products. You’ll be the primary contact for technical guidance, run trainings, and translate complex issues into actionable insights for both clients and the product team.

In this role you’ll monitor usage, manage multiple accounts, and advocate for product improvements based on field feedback. This permanent on-site position offers room to grow with the customers and product.

Qualifications

• Experience in customer success or technical support with real client problems.
• Ability to discuss engineering topics in plain language for non-technical stakeholders.
• Genuine interest in AI and automation and how it works in practice.

Responsibilities

• Own accounts after deployment and drive adoption in daily use.
• Lead trainings and workshops to extract real value from AI tooling.
• Monitor account usage and proactive outreach to prevent issues.
• Be the technical adviser on accounts and suggest best practices.
• Translate complex technical ideas for non-technical audiences.
• Identify opportunities to expand usage and justify roadmap items.

Skills

Customer success

Solutions engineering

Technical support

AI / automation

Problem-solving

Account management

Education

Computing / Information Systems qualification

Job description

Plenty of technology jobs finish at go-live. This one starts there. A South African business building AI products is hiring a Technical Customer Success Manager to own what happens once the software is in: whether the people paying for it use it, get value out of it, and stay.

You would be the first call for your accounts - technical enough to answer most of it yourself, and comfortable enough with people to run the training, have the awkward conversation early, and tell the product team what is really going wrong out there. The line back to engineering is short: what you hear in the field is what gets built next.

What you'll do

• Take the account over once deployment is done, and turn a working installation into something used every day
• Run the training and the workshops until people are getting real value from the AI tooling instead of quietly working around it
• Watch how each account is actually being used, and check in on a rhythm, so you see trouble before the client has to report it
• Be the standing technical adviser on your accounts - what good practice looks like for the way they work, and where their setup could be doing more for them
• Answer the technical questions you can, and hand the rest to engineering with enough detail behind them to be worth acting on
• Put difficult technical ideas into language someone outside technology can weigh up and act on
• Find the next thing the technology could take off a client's hands, and make the case for it
• Turn scattered feedback into a clear account of what keeps breaking and what is worth building
• Take that into the roadmap conversations with product and engineering, arguing from what you have seen rather than what is assumed
• Notice an account going quiet early, and do something while there is still time to do it

What you'll need

• A year or more in customer success, solutions engineering or a technical support seat, with at least one real client problem carried end to end
• Enough grounding in how software gets built, and in how systems are wired together, to hold your own in an engineering conversation
• Real interest in AI and automation - in what it does in practice, not what it is claimed to do
• The habit of working a problem out methodically, and the patience to do it while somebody is frustrated with you
• Several accounts and competing demands held at once, none of them dropped

Nice to have

• Time spent looking after clients inside a SaaS or technology business
• Hands-on use of the mainstream AI assistants, and of low-code or no-code automation tools
• A qualification in computing or information systems - welcome, not required

What's on offer

A seat where the client and the product are one conversation: what you learn in the field goes into the roadmap rather than into a ticket queue. Your own accounts, room to run them your way, and AI work at the point where it meets real users rather than a demo.

Five days a week in the office, at one of three sites - Cape Town, Pretoria or KwaZulu-Natal. Permanent.