Job Description

ROLE OVERVIEW

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

Job Requirements