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

Manager, Customer Success