Manager, Customer Success

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