Job Rate: Market Related
Job Type: Full Time
Job Location: Bryanston
About the Role
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.
Key Responsibilities
- 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.
Skills & Attributes
- 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.
Qualifications & Experience
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.
