ROLE OVERVIEW
Job Summary
We are looking for a proactive and results-driven
Customer Success Manager to lead and manage a team of Customer Success Managers
(CSMs) in delivering excellent customer experiences, strengthening customer
relationships, driving retention and business growth, and ensuring sustainable
customer success.
The Customer Success Lead will play a key leadership
role in coaching and developing the CSM team, identifying opportunities to
improve customer engagement and commercial performance, and working closely
with cross-functional teams to resolve customer issues effectively and within
agreed timelines.
The ideal candidate should have strong leadership,
business acumen, strategic planning, problem-solving, and stakeholder
management skills, with the ability to translate business objectives into
actionable plans for the Customer Success team.
KEY
RESPONSIBILITIES
1.
Team Leadership & People Development
·
Lead, manage and motivate a team of Customer Success Managers to achieve
team and individual objectives.
·
Mentor, coach and provide continuous guidance and support to CSMs to
improve their performance and professional development.
·
Set clear expectations, KPIs and performance standards for the team.
·
Conduct regular performance reviews, coaching sessions and team
discussions to identify areas for improvement.
·
Build a high-performance, collaborative and customer-focused team
culture.
·
Support the team in managing complex customer situations and provide
guidance on appropriate solutions and escalation approaches.
2.
Business Acumen & Strategic Planning
·
Develop and execute Customer Success strategies aligned with overall
company business objectives.
·
Demonstrate strong business acumen by understanding customer needs,
market trends, revenue drivers, profitability and business sustainability.
·
Develop initiatives to improve customer retention, customer engagement,
revenue growth, upselling and cross-selling opportunities.
·
Analyse customer and business performance data to identify trends, risks
and opportunities.
·
Establish action plans to improve customer health, adoption, engagement
and overall customer lifetime value.
·
Continuously review existing processes and recommend improvements to
achieve sustainable and healthy business growth.
3.
Customer Engagement & Success Initiatives
·
Take initiative to proactively plan and execute customer engagement
activities, campaigns and programmes.
·
Identify opportunities for the CSM team to increase customer adoption,
product utilisation and customer satisfaction.
·
Develop proactive engagement plans for key customers and customer
segments.
·
Encourage the team to move from reactive customer servicing towards
proactive customer success management.
·
Work with CSMs to identify customer risks early and develop appropriate
retention or recovery strategies.
4.
Customer Issue Resolution & Escalation Management
·
Take ownership of critical and escalated customer issues and ensure
timely resolution.
·
Work closely with CSMs and cross-functional departments such as Sales,
Product, Technology, Operations, Finance and Customer Service to resolve
customer issues.
·
Ensure customer concerns are properly investigated, tracked and closed
within agreed timelines.
·
Balance customer requirements with business considerations when
recommending solutions.
·
Establish effective escalation processes to minimise recurring customer
issues.
·
Identify root causes of recurring issues and work with relevant
departments to implement preventive solutions.
5.
Cross-Functional Collaboration
·
Collaborate closely with Sales, Product, Technology, Operations,
Marketing, Finance and other internal stakeholders.
·
Act as a bridge between customers and internal teams to ensure customer
requirements are clearly understood and addressed.
·
Facilitate cross-department collaboration for customer projects,
technical issues, product adoption and business initiatives.
·
Build strong internal relationships to improve speed and effectiveness of
customer issue resolution.
6.
System Integration & Technical / Solution Selling
·
Work with customers and internal technical teams to understand system
integration requirements and business processes.
·
Support the CSM team in identifying opportunities where technical
solutions can address customer business needs.
·
Participate in solution discussions, product demonstrations and technical
requirement discussions where required.
·
Identify opportunities for additional products, integrations or solutions
that can create greater value for customers.
·
Experience in system integration, SaaS solutions, API, technology
solutions or technical sales will be an advantage.
7.
Performance Management & Reporting
·
Monitor team performance against agreed KPIs and business targets.
·
Track customer health, retention, engagement, adoption, revenue and other
relevant Customer Success metrics.
·
Provide regular performance updates and insights to management.
·
Use data and customer insights to identify performance gaps and recommend
corrective actions.
· Ensure CSMs maintain accurate
customer information, engagement records, action plans and follow-up
activities.
WHAT DOES IT TAKE TO BE SUCCESSFUL
Qualifications
·
Bachelor's Degree in Business Administration, Marketing, Management,
Information Technology, Computer Science or a related discipline.
·
Relevant professional qualifications or certifications in Customer
Success, Business Management, SaaS or Technology will be an advantage.
Work Experience
·
Minimum 5 years of relevant experience in Customer Success, Account
Management, Relationship Management, Sales, Business Development, SaaS or a
related field.
·
At least 3 years of experience managing or leading a team.
·
Experience managing B2B customers, SME customers or enterprise accounts
is preferred.
·
Experience in SaaS, technology, fintech, cybersecurity, credit, data or
other technology-driven businesses will be an advantage.
·
Experience in system integration, API, software solutions or technical
sales will be an added advantage.
Knowledge, Skills & Competencies
·
Leadership & People Management
·
Business Acumen
·
Customer & Relationship Management
·
Problem Solving
·
Strategic & Proactive Mindset
·
Strong Cross-Functional Collaboration
·
Technology & Commercial Skills