Job Description

MagicOrange South Africa

MagicOrange

is a globally recognised leader in the IT Financial Management Software market, as acknowledged by Gartner. With customers and a strong presence on four continents, we are a Software as a Service (SaaS) provider in a high-growth phase. Our mission is to empower individuals and organisations, making them more valuable through our innovative software solutions.

Location - Sandton, Gauteng

The Opportunity

This role will perform the function of a VP of Customer Success who owns the overall success, growth, and health of the customer portfolio within their assigned pod. This role orchestrates cross-functional teamwork, aligns strategy, drives customer value, and ensures excellence across the entire customer journey--from onboarding through adoption, renewal, and expansion.

They serve as the ultimate escalation point, the voice of the customer, and a key leader ensuring that company strategy and OKRs translate into meaningful customer outcomes.

Key Responsibilities

Customer Outcomes & Portfolio Leadership

Lead and manage the pod's execution across onboarding, adoption, renewal, and expansion cycles. Drive portfolio health through proactive engagement, risk identification, and value realisation. Own the health of Net Revenue Retention (NRR) and renewals performance across the pod. Knowledge of ITFM & TBM processes and use cases and how software can aid and mature customers.

Team Leadership & Development

Develop, coach, and manage team members within the pod, ensuring role clarity, capability uplift, and strong succession planning. Foster a culture of excellence, high performance, accountability, and collaboration. Support career development, promotion readiness, and team engagement.

Cross-Functional Collaboration

Drive tight collaboration between Customer Success Managers (CSMs), Account Managers (AMs), Analysts, and Onboarding Specialists. Ensure the pod shares knowledge effectively and acts on unified customer insights. Represent the customer internally to influence product priorities, roadmap alignment, and continuous improvement.

Strategic Execution

Translate company strategy and OKRs into pod-level actions, rituals, and measurable outcomes. Ensure delivery against account plans, QBRs, and customer success playbooks. Partner with leadership to refine processes, operating cadence, and scaling approaches.

Escalation & Advocacy

Act as the ultimate escalation point for customer issues within the pod. Champion the customer voice across leadership forums, product discussions, and executive reviews.

Key Performance Indicators (KPIs)

Success in this role will be measured using a balanced set of customer and team metrics, including:

Customer & Revenue Outcomes

Net Revenue Retention (NRR) health

across the pod (Accountable) Expansion revenue (upsell + cross-sell) Renewal rate: % closed on time and in full

Customer Experience

CSAT/NPS scores across the pod, particularly post-onboarding and during QBR cycles Delivery against account plans and value realisation commitments

Team Leadership

Pod retention, engagement, and promotion readiness Quality of coaching, feedback, and team development Collaboration and execution effectiveness across functions

Qualifications:

Required

10+ years in Customer Success, Consulting, or Enterprise SaaS leadership roles Proven track record of driving NRR growth in a high-touch B2B SaaS environment Knowledge of IT Financial Management/Technology Business Management and FinOps - specifically experience in using the MagicOrange platform and product Strong leadership presence and ability to influence at executive levels Experience managing cross-functional teams and driving operational excellence Passion for developing people, shaping culture, and enabling value realisation Deep problem-solving skills, customer-first mindset, and strategic orientation

What we offer

Strong entrepreneurial spirit. The ability to make an impact and see the rewards of your efforts. Ongoing training on the latest technologies to aid automation for accountants Be part of a high-growth company and product within an expanding industry. A challenging career in an innovative company. Opportunity to influence, working in an open climate, close to decision makers at large blue-chip enterprise, with the possibility to make a difference

Join us at MagicOrange

and help shape the future of IT Financial Management and FinOps Software by ensuring our customers achieve the highest levels of satisfaction and success.

MagicOrange

is an equal opportunity employer, committed to promoting diversity and inclusion in the workplace. We value and appreciate the diverse contributions and perspectives of all our employees.