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Head Of Customer Success
Job summary
A dynamic technology firm in South Africa seeks a Head of Customer Success to ensure customers gain maximum value from services and technology. This senior leadership role involves overseeing solution design and driving retention and revenue growth. The ideal candidate should have over 8 years of relevant experience in customer engagement, with proven skills in leadership and relationship management. This is a great opportunity to impact customer success and business growth significantly.
Qualifications
- 8+ years of experience in solution architecture, technical pre-sales, or delivery consulting.
- Proven track record of driving revenue growth and retention.
- Leadership experience in Customer Success and/or Sales Enablement.
Responsibilities
- Lead the Customer Success function with a focus on retention and superior customer experience.
- Act as an internal advocate for customers and collaborate across teams.
- Provide transparent customer feedback to improve adoption and delivery.
Skills
Education
As Head of Customer Success, you will ensure that customers get maximum value from our technology and services — from onboarding through to long-term engagement.
You’ll oversee solution design, onboarding, delivery, and expansion, driving retention and revenue growth.
This is a senior leadership role requiring technical fluency, strong stakeholder management, and a proven ability to deliver scalable solutions.
- Lead the Customer Success function with a focus on retention, expansion, and superior customer experience.
- Act as an internal advocate for customers, collaborating across departments to remove barriers and deliver value.
- Provide transparent customer feedback to improve adoption and delivery.
- Participate in pre-sales conversations to ensure technical fit and manage expectations.
- Guide seamless onboarding and ensure delivery meets commitments.
- Triage and resolve complex delivery issues calmly and effectively.
- Identify upsell, cross-sell, and renewal opportunities to grow customer lifetime value.
- Develop strategies and processes to scale customer success delivery.
- Technical Fluency : Internet architecture, website & network architecture, mobile data connectivity, cloud computing, IP routing.
- Commercial Acumen : Strong grasp of pricing, P&L development, and scalable solutioning.
- Strategic Influence : Skilled at managing cross-functional teams and engaging senior stakeholders.
- Leadership : Empathetic leader with emotional intelligence and coaching ability.
- Problem-Solving : Ability to break down complex issues into actionable plans.
- Customer Centricity : Passion for delivering value and positive outcomes.
- Strong relationship management and consultative skills.
- Relevant university degree (business-related qualification; MBA a bonus).
- 8+ years’ experience in solution architecture, technical pre-sales, or delivery consulting.
- Proven track record of driving revenue growth and retention through customer engagement.
- Leadership experience in Customer Success and / or Sales Enablement.
- Industry background in SaaS, PaaS, or Telco mobile connectivity.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.