Robert Walters is a specialist recruitment agency operating in 31 countries and recruiting across the accounting, banking, engineering, HR, IT, legal, sales & marketing, supply chain and support sectors.
Job Overview
- SCB Global Ltd is looking for a passionate and experienced Customer Success Manager to join our growing team.
- In this high-impact role, you will be responsible for leading and growing our global Customer Success function to drive adoption, retention, and expansion across our enterprise customer base.
- You will be the primary point of contact for key clients post-sale, ensuring they derive maximum value from our Microsoft Teams-based UCaaS, CPaaS, and Contact Center solutions.
- You’ll lead a team of Customer Success Managers, create scalable customer journeys, and work closely with Sales, Support, and Product teams to deliver a world-class customer experience.
Responsibilities
- Lead and evolve the Customer Success strategy to enhance adoption, renewal, and expansion across enterprise clients.
- Manage and mentor a team of Customer Success Managers to meet retention and growth targets.
- Own customer lifecycle processes, including onboarding, engagement, health tracking, and success planning.
- Develop and execute playbooks for driving adoption, ensuring customer satisfaction, and reducing churn.
- Serve as a trusted advisor to key accounts, aligning SCB Global solutions with business goals.
- Conduct regular Executive Business Reviews (EBRs) and performance check-ins.
- Identify upsell and cross-sell opportunities in partnership with the Sales team.
- Act as the voice of the customer to internal teams to influence product roadmaps and service enhancements.
- Build data-driven insights from usage metrics, support data, and feedback to enhance customer outcomes.
- Create reporting frameworks to monitor customer health, engagement, and revenue expansion.
- Drive continuous improvements to the customer journey, onboarding experience, and success tools.
- Collaborate with Sales, Marketing, Product, and Support to ensure seamless customer engagement.
- Provide feedback loops to Product teams based on customer needs and pain points.
- Work with Support to ensure fast resolution of critical issues, while proactively mitigating future risks.
Qualifications
- Minimum of 5 years’ experience in a Customer Success leadership role, preferably within SaaS, UCaaS, or Cloud Communications.
- Proven success leading Customer Success teams in a B2B or enterprise environment.
- Demonstrated ability to manage large enterprise customers and complex account dynamics.
- Technical & Commercial Acumen
- Strong understanding of Microsoft Teams, Unified Communications, or Contact Center solutions is highly advantageous.
- Familiarity with Customer Success tools (e.g., Gainsight, ChurnZero, HubSpot) and CRM systems.
- Commercially minded with a track record of driving expansion and retention metrics.
Skills
- Exceptional interpersonal, communication, and presentation skills.
- Strong strategic thinking, analytical capabilities, and decision-making under pressure.
- Empathetic leadership style with a passion for building relationships and inspiring teams.
Qualifications
- Bachelor’s degree in Business, Communications, IT, or related field.
- Certifications in Customer Success or related technologies are a plus.
Method of Application
Meet the qualifications? Apply now at Robert Walters on www.robertwaltersafrica.com