Customer Success Operations Manager

• Lead recruitment efforts to attract top talent for client response and administrative functions.
• Provide leadership, set clear targets, and create a collaborative, high-performance culture.
• Equip teams with the tools and knowledge to maximise client account performance and satisfaction.
• Conduct regular 1:1s, performance reviews, and implement personal development plans.
• Establish and maintain quality standards across all client interactions (email, phone, live chat).
• Collaborate with UK counterparts to resolve complex client needs and escalations.
• Manage a portfolio of client accounts, ensuring service excellence and identifying upselling/cross-selling opportunities.
• Partner with sales teams to support revenue growth.
• Develop and track KPIs for the client success team, assessing team and individual performance.
• Use data insights to anticipate client needs and recommend proactive solutions.
• Implement process improvements to boost efficiency and client support effectiveness.
• Design and deliver training programs to address knowledge or skill gaps.

• Bachelor’s degree in Business, Management, or related field (preferred).
• Proven success in a Customer Success role with team management experience in a growth-focused environment.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical, data-driven mindset with problem-solving capabilities.
• Proficient in CRM systems and Microsoft Office Suite.
• Experience supporting UK-based clients and working within a multinational environment is advantageous.

• Enhanced annual leave (up to 19 days depending on grade).
• Monthly medical aid contribution.
• Life, disability, income protector & funeral cover (after probation).
• Pension scheme with matched employer contributions that grow with tenure.
• Long service leave at milestone anniversaries.
• Paid birthday leave.
• LinkedIn Learning access for continuous professional development.
• Complimentary fresh fruit in the office.
• Flexible public holiday policy.

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