Job Description

As Head of Customer Success, you will be responsible for ensuring that our customers get the very best out of The company's technology and services, whether implementing for the first time or long-established clients.
You will work closely with business development team from the very earliest stages of new prospect introduction and, as each customer relationship matures, share and then take on primary responsibility for the client. It will be your job to ensure that the company then delivers fully vs. clients' expectations, meaning speedy, smooth and technically sound implementation, ensuring our technology is meeting individual use case requirements, reviewing technical performance and delivering ROI. As customer confidence builds, there should then be opportunities to expand business use - meaning both extra volumes and selling in additional value-added services.
Head of Customer Success is a new, senior and very important role to the company - and as such you will be a key member of our leadership team. You and your team will be the people making growth a reality: you will be customers' champion within our organization and, over time, the main finger on the pulse of each and every customer relationship.
You will also need to maintain neutrality and respect the confidentiality between each of our sales channels: we may have more than one distributor or reseller competing to provide our technology to any given enterprise, and the same end-customer considering becoming a direct client. (We don't mind who wins, provided the end-customer chooses to go live without delay).
The main measures of your own success will be completed onboardings, customer and partner delight at our services and individual clients' ongoing and expanding use of our technology - duly translating to high retention and expanding revenues.
To deliver your role successfully, you will need to work closely with and be demanding of other functions within the business - including business development, product, tech (dev and dev ops.), operations and finance. It will be your job to see they are delivering all that is necessary for our customers to get what they need on the timescale they need it.
You will also have the support of your own teams, including one or more solution architects (making sure that the right service is selected to deliver the client's key use cases), a service delivery group (making sure configuration starts right and stays right) and a customer success team to support perfection and expansion of client relationships. It will be part of your job to make sure that each of these groups is optimised for effective performance of their role, within a budget. We also need you to foster a performance oriented culture notable for its team spirit, can-do attitude, high energy, commitment and instinctive co- operation with colleagues all around the business.
Responsibilities:
Function Leadership
Lead the Customer Success ('CS') function with a focus on retention, expansion, a superior customer experience - and a performance culture
Establish and track appropriate objectives and key results
Break down barriers: be a strong internal advocate for the customer across all departments, get stuff done!
Collaborate with fellow leaders to help deliver the business' growth targets and full potential across operating markets.
Stakeholder & Team Enablement
Provide transparent customer feedback internally, enabling the entire value chain to evaluate and identify strategic roadblocks to improve technology adoption.
Act as a coach and thought partner to Business Development, CS teams and strategic marketing colleagues
Facilitate training sessions, workshops, and playbook development to develop internal capabilities - and those of our distributor and reseller partners too
Foster a pro-active, solutions first mindset across the team and organisation
Solution Design & Delivery Oversight
Ensure that client needs get translated into scalable, technically feasible solutions that don't need additional development
Participate in pre-sales conversations to assess technical fit and manage expectations
Guide seamless onboarding, ensuring delivery matches pre-sales commitments
Triage and resolve complex delivery issues collaboratively and calmly
Growth & Revenue Contribution
Advance understanding of each customer's needs and concerns in order to maximise customer delight - as well as identify and drive upsell, cross sell, and renewal opportunities
Develop strategies to deepen client engagement and lifetime value
Improve internal delivery processes to reduce friction and enhance scalability
Skills & Attributes required:
Technical Fluency - Comfortable discussing internet architecture, website & network architecture, mobile data connectivity, cloud computing and IP Routing.
Commercial Acumen - Strong grasp of pricing, P&L development, and scalable solutioning
Strategic Influence - Can manage cross functional teams and engage with senior stakeholders
Empathetic Leadership - Strong people leader with emotional intelligence and coaching ability
Process & Problem Solving - Decomposes complex issues into actionable plans
Customer Centricity - Passionate about delivering value and outcomes to clients
Benefits and Contractual information:
Relevant University Degree
Business related qualifications; MBA could be a bonus
At least 8 years of experience in solution architecture, technical pre-sales, or delivery consulting
Proven track record of driving revenue growth and retention through customer engagement
Leadership roles in Customer Success and/or Sales Enablement
Industry experience in SaaS, PaaS and Telco mobile connectivity.
Strong track record of internal and external relationship management
Proven consultative approach in previous roles
If you wish to apply for the position, please send your CV to Chalden Du Toit at cdutoit@caglobalint.com
Please visit www.caglobalint.com for more exciting opportunities.
Chalden Du Toit
Banking and Finance | Africa
CA Global Finance
CA Global will respond to short-listed candidates only. If you have not had any response in two weeks, please consider your application unsuccessful however your CV will be kept on our database for any other suitable positions.

Skills Required