Job Description

Customer Success Team Lead

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SimplePay's purpose is to pick a fight against mediocrity. We must do our part to make people feel we care - because we do - a lot. Our mission is to make this world more human, and we're looking for enthusiastic young people to help us continue the fight.


Our 50,000+ customers (businesses in South Africa, Ireland, Hong Kong, and Singapore) need to feel appreciated in every interaction with us - whether it's a prompt, helpful reply to an email, patient assistance over the phone, thoughtfully written documentation or a system that shows it was designed with all the care and attention we could muster. At SimplePay, we're people first, employees second, and our Customer Support Team enables us to reflect this daily.



As our Customer Success Team Lead, you'll own Onboarding, Account Management & Retention. You'll turn customer data into clear actions that lift adoption and reduce churn. You'll coach a small team, sharpen our onboarding pipeline, feature adoption, and partner with our other teams to improve our customers' end-to-end journey. We'll set you up with structured onboarding and training - no prior payroll experience required.

This is a proactive customer success & retention leadership role,

so previous experience in these positions is required, not just front-line support leadership.

Core Responsibilities

*:

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Customer Engagement:

+ Conduct regular check-ins with key clients to assess satisfaction and gather feedback.
+ Ensure the team conducts regular check-ins with their assigned clients
+ Monitor and analyse Net Promoter Score (NPS) survey results to identify areas for improvement.
+ Proactively support customers to address concerns and enhance their experience with our platform.

Leadership:

+ Lead, mentor, and develop a team of account managers and retention agents, fostering a culture of excellence and continuous improvement.
+ Set clear performance expectations and conduct regular performance reviews.
+ Hire, onboard and ramp new team members; uphold high standards and a culture of continuous improvement.

Data Analysis & Reporting:

+ Collaborate with the Head of Customer Success to utilise customer health scoring models to assess engagement and satisfaction levels.
+ Analyse customer usage patterns, engagement metrics, and churn data to uncover trends or early warning signs.
+ Maintain dashboards and reports that track performance for the customer success team.
+ Provide insights based on data analysis to inform strategies aimed at reducing churn and enhancing customer engagement.

Customer Onboarding

+ Improve segment-based journeys (high-touch vs low-touch)
+ Improve

time-to-value

, onboarding completion and conversion rate.

Cross-Functional Collaboration:

+ Work closely with marketing, product and other customer teams to ensure a seamless customer experience across all touchpoints.

Event Participation:

+ Attending and being involved in in-person marketing and sales events
The above is not an exhaustive list of duties*

Preferred Experience:

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Leadership in Customer Success

: Minimum of 2 years' experience in a customer success management role at a team lead level (or higher), demonstrating the ability to guide and develop high-performing teams.

Proactive Customer Engagement

: Proven track record in engaging proactively with customers, anticipating needs, and driving satisfaction and retention.

B2B SaaS Expertise

: Prior experience in a B2B SaaS environment, with a deep understanding of subscription-based business models and customer lifecycle management.

Cross-Functional Collaboration

: Demonstrated ability to manage and collaborate across sales, marketing, and operations teams to deliver a seamless customer journey.

Remote Work Proficiency

: Experience working in a fully remote setting, effectively collaborating with team members across various regions and time zones, is preferred.

Qualifications and Skills:

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A minimum of a matric exemption.

Analytical Thinking

: Strong numerical and analytical skills with the ability to interpret customer data, identify trends, and make data-driven decisions.

Problem-Solving

: Excellent problem-solving abilities to navigate complex customer issues and provide effective solutions.

Attention to Detail

: Exceptional attention to detail, ensuring accuracy in customer communications and data management.

Proficiency

in CRM systems (e.g. Freshworks) and a willingness to learn and master new software tools.

Communication

: Outstanding English communication skills, both in writing and speaking, adhering to British English grammar rules.

Customer Insights

: Ability to interpret and understand customer issues and translate them into actionable insights.

Interpersonal skills

: Building and maintaining customer relationships, showing empathy and professionalism.

SQL Proficiency

: Ability to write SQL queries to extract and analyse customer data, facilitating data-driven decision-making and insights into customer behaviour, will be advantageous.

Employee Requirements:

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A stable, high-speed internet connection of at least 20 Mbps and a suitable workspace for remote work. Ability to work during periods of load-shedding without interruption. The discipline to work effectively in a fully remote environment. Content and system training for the role will be provided, so all you need is the right experience, attitude, analytical ability, and a passion for proactively helping people.

Some of the tools we use for management and communication:

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Slack Google Suite Freshdesk Omni-channel suite Freshsales CRM 15Five Jira Confluence

What's in it for you?

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Salary

: Competitive salary

Location

: Fully remote

Working Hours

: Full-time, 8 am - 5 pm or 9 am-6 pm (as per company requirements*), Mon - Fri

Annual Leave

: 20 working days/year

Medical Aid Benefit

: up to R 2,900 / month (through our Discovery group scheme)*

Counselling Benefit

: Access to free unlimited counselling, financial, life and career coaching (through Kaelo)*

Supportive Team:

in a growth-minded company with opportunities to learn and grow

Hiring Steps:

=================


We're looking for someone amazing and long-term. We're going to invest a lot of time in this process, and we expect you to want to do the same. A successful candidate can expect to go through the following hiring process:

Application

Task

and

One-way Video

Interview 1

(meet-and-greet)

Interview 2 (

technical interview and technical task)

Interview 3

(behavioural interview)

Background Checks

(criminal and reference) Available after the successful completion of your 3-month probationary period.*
Available to all employees based in South Africa.*

SimplePay is an equal-opportunity employer committed to transformation and embracing diversity. Our employment equity plan and targets will be considered as part of the recruitment process. People from designated groups are encouraged to apply.


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