357 Client Success jobs in South Africa

Join to apply for the Client Success role at Telmar Helixa Join to apply for the Client Success role at Telmar Helixa Get AI-powered advice on this job and more exclusive features. Hybrid - 2 days a week in office - JHB South Africa Full-time Who We Are: Telmar Helixa has best in class audience and media intelligence platforms with hundreds of clients globally. We’re on a mission to make sense of the world's most valuable data and uncover the uniqueness of large and small cultures - who they are, what they like, and what they think. We are transforming thousands of the world’s most useful datasets into strategic insights and planning capabilities each year for all of our clients. We deliver a cultural understanding that is accessible to all through accurate and ethical recommendations. Our diverse team of media experts and technology deliver innovative solutions that drive business success around the globe. With the acquisition of Helixa, an audience intelligence platform, Telmar Helixa is poised to amplify the recommendations across the entire marketing lifecycle and improve outcomes for our clients. We are a global business operating in the Eastern Time Zone. Our Values: Thoughtful, Responsible, Passionate, Community. What We Are Looking For: Telmar Media Software Experience is a nonnegotiable. Role Overview Telmar's Customer Success group is critical to the development of strong, long-lasting customer relationships and the positioning of Telmar as a trusted advisor. Reporting directly to the VP Strategic Partnerships. You will be executing localised plans to exceed customer success retention and growth goals in Africa, UK and Asia. Ensuring all current clients are given daily help desk support ,trained on the current as well as new software offerings and managing a client portfolio. Responsibilities Train on all software. Group and individual training sessions in person and virtually. Daily helpdesk management in order to address all client queries efficiently Ensure client retention by closely managing your client portfolio Expand our revenue in accounts through cross-sell and up-sell opportunities. Be a leader and a role model of the CS team and align your efforts to the mission and vision of Telmar. Streamline customer success processes and provide business insights that enable a unified approach and results aligned with business priorities. Qualifications You must have 2-4 years experience with the Telmar suite of software. Currently work in the advertising, media owner or media research industry. Data analytics, Media Planning, software proficiency is mandatory. Proven ability in Customer Success or Account Management roles. Confident presenting and training media planning software. Possesses a strong ability to work independently. Strong interpersonal skills to collaborate across the organization and with external stakeholders to build lasting relationships and partnerships. Self-motivated, strategic and analytical problem-solver with high levels of initiative, passion and attention to detail. A high-degree of commercial acumen, attention to detail and strong communication skills. Educations/Desired Certification Telmar software experience mandatory A bachelor’s or master’s degree is desirable, or equivalent work experience. Experience in the Advertising or Media Owner industry in data analytics. Media Planning, Media Research, strategy or implementation planning. Why Telmar Helixa: Predominantly remote working Healthcare provision in accordance to local requirements Open Vacation and Holidays Policy Opportunities for Professional Growth Employee Assistance Program (24/7) Virtual and In-Person Team Gatherings Personal Responsibility with A Ton of Autonomy Seniority level Seniority level Associate Employment type Employment type Full-time Job function Job function Customer Service Industries Technology, Information and Media Referrals increase your chances of interviewing at Telmar Helixa by 2x Get notified about new Client Specialist jobs in City of Johannesburg, Gauteng, South Africa . Johannesburg, Gauteng, South Africa $600.00-$00.00 1 month ago Sandton, Gauteng, South Africa 4 days ago Midrand, Gauteng, South Africa 4 weeks ago Johannesburg, Gauteng, South Africa 1 month ago Johannesburg, Gauteng, South Africa 5 days ago Johannesburg, Gauteng, South Africa 600.00- 800.00 1 week ago Oliver Wyman - Associate Workflow Coordinator - Johannesburg Johannesburg, Gauteng, South Africa 3 months ago Johannesburg, Gauteng, South Africa 20 hours ago Client Success Representative (Remote, Contract) Sandton, Gauteng, South Africa 3 weeks ago Johannesburg, Gauteng, South Africa 600.00- 800.00 1 month ago Virtual Administrative Assistant – Cross-Functional Team Support Johannesburg, Gauteng, South Africa $6 0.00- 800.00 1 month ago Sandton, Gauteng, South Africa 19 hours ago Customer Care Specialist - Tech Support (On-site) Johannesburg, Gauteng, South Africa 1 day ago Administrator: General Administration and Membership - Johannesburg Johannesburg, Gauteng, South Africa 1 week ago Executive Assistant to the Regional Director of Development & Operations Johannesburg, Gauteng, South Africa 17 hours ago Johannesburg, Gauteng, South Africa 4 days ago Johannesburg, Gauteng, South Africa 3 days ago Johannesburg, Gauteng, South Africa ZAR8,000.00-ZAR8,000.00 2 days ago Client Success Representative (Remote, Contract) Johannesburg, Gauteng, South Africa 1 week ago Virtual Assistant - 0619 - Johannesburg, South Africa Johannesburg, Gauteng, South Africa 900.00- 1,200.00 6 days ago Johannesburg, Gauteng, South Africa 600.00- 800.00 1 month ago Johannesburg, Gauteng, South Africa 3 months ago Johannesburg, Gauteng, South Africa 5 hours ago Johannesburg, Gauteng, South Africa 21 hours ago Johannesburg, Gauteng, South Africa 6 days ago Bryanston, Gauteng, South Africa 10 hours ago Johannesburg, Gauteng, South Africa 2 months ago Bryanston, Gauteng, South Africa 10 hours ago Johannesburg, Gauteng, South Africa 1 week ago Johannesburg, Gauteng, South Africa 1 week ago We’re unlocking community knowledge in a new way. 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Time left to apply: End Date: August 22, 2025 (7 days left to apply)

Job Requisition ID: R103202

Position:

Client Success Manager

Job Description:

To drive and be fully accountable for efficient and profitable operational service delivery in line with client Service Level Agreements and Pricing Schedules.

Location:

Cape Town - Century Falls

Contract Type:

Permanent

Minimum Requirements:

Experience

• Up to 2 years supervisory or HR generalist experience
• TES experience preferred

Qualification

• Grade 12
• NQF level 5 qualification
• Degree in Business, HR, or related field (preferred, not mandatory)

Additional Requirements:

N/A

Roles and Responsibilities:

• Accountability for admin and payroll management; ensure adherence to payroll procedures and deadlines.
• Verification and approval of payroll reports; ensure correct job requisitions are received and sent to Resource Centre.
• Establish relationships with Resource Centre; provide feedback on candidates.
• Complete assessments, checks, and verifications as per SOPs.
• Brief assignees on transport, addresses, times, etc.
• Recruit backup or replacement staff as needed.
• Report daily fill rate; forecast and plan for peak seasons.
• Induct employees; issue protective equipment and documentation.
• Coordinate transportation; distribute pay slips; ensure data integrity on payroll system.
• Compile reports; maintain staff records; monitor shift staffing and timekeeping.
• Ensure compliance with regulations, SOPs, and governance.
• Maintain client SLAs; build relationships with client management; attend meetings and visits.
• Identify future business needs; communicate opportunities.
• Ensure timely and accurate invoicing; liaise with credit control and service teams.
• Analyze weekly stats; coach and mentor staff; manage disciplinary issues and risks.
• Create a positive work environment; drive transformation; support training and development.

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JOB TITLE:

Client Success Manager / Technical Account Manager

LOCATION:

Stellenbosch, Cape Town (Hybrid)

ABOUT CYBERLOGIC:
Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.

Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.

Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM), data analytics, and decisioning technology.

Through our non-profit, R4C (Ride for a Child) , we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.

OUR VALUES:

• We challenge ourselves to be more AWESOME
• We are driven to KEEP learning and EVOLVING
• We look beyond symptoms to identify and RESOLVE ROOT CAUSES
• We hold each other accountable through CANDID and constructive FEEDBACK
• We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
• We CARE deeply ABOUT the success of CYBERLOGIC
• We FINISH WHAT WE START
• We always GIVE OUR BEST even if it means putting in the hard yards
• We KEEP THINGS SIMPLE

PURPOSE OF POSITION:

The Client Success Manager builds and nurtures business relationships with clients, focusing on delivering digital change/adoption leveraging the Cyberlogic ecosystem. This ecosystem includes Managed Support Services, Procurement, Projects, and Hosting services. A key outcome for the CSM is careful orchestration of a digital transformation journey based on an improvement plan relevant to each client’s specific need. This role is also accountable for maintaining and growing revenue in accounts by providing appropriate solutions to solve client business problems.

KEY RESPONSIBILITIES:

Client Portfolio Management

• Maintain and build relationships with key client stakeholders
• Collate reporting to share at regular check-ins to align on value-driving metrics
• Proactive client risk and issue management
• Develop deep context of the client landscape and their operating model
• Understand the impact of business trends and emerging technology on our clients and their customers and staff
• Generate value by working with our clients to create innovative solutions to business problems

Demand Management

• Opportunity and pipeline development initiatives
• Drive both client demand and support the sales process
• Develop account plan with the support of the greater Client Success and Delivery team
• Lead client to successfully operate their IT landscape, from Adoption to Digital Transformation
• Develop an improvement plan and execution roadmap to augment the client’s IT landscape

Delivery Management

• Project portfolio management across client accounts
• Manage project quality, milestones, budget, risks, and issues
• Build partnerships with internal teams to support effective service delivery
• Manage client expectations and retrospectives following delivery initiatives
• Develop reusable intellectual property and collateral for knowledge sharing

Commercial Management

• Annual SLA renewal planning, negotiation, and approval
• Manage commercial risk ensuring contracts are signed and in place timeously
• Project proposal coordination
• Project forecasting and billing
• Management of profitability of projects and services

Coaching and Mentoring

• Peer coaching and mentoring of teammates
• Development of knowledge assets to share with the team

CORE COMPETENCIES:

• Adhering to Principles and Values
• Presenting and Communicating Information
• Creating and Innovating
• Delivering Results and Meeting Client Expectations

TECHNICAL COMPETENCIES:

• Sales Proposal Development
• Sales Management
• Contract Management
• Relationship Management

OTHER REQUIREMENTS:

• You will be required to travel to clients. Own vehicle and a valid driver’s license are required.
• To be successful in this role, the candidate must be passionate about making a difference, able to work autonomously as well as part of an extended team, conduct themselves with integrity, professionalism, and adopt a continuously learning mindset to meet the challenges of delivering within an ever-changing technology landscape.

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location to deliver your best in terms of performance and productivity.

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Join to apply for the Client Success Manager role at Strove .

About The Company

At Strove, we're looking for people with passion and integrity. We welcome different perspectives and people who challenge assumptions. Join us in shaping the future of digital health and empowering people to live healthier, happier lives.

Website:

About The Role

We are seeking a Client Success Specialist to build and maintain strong client relationships and drive employee adoption and engagement with Strove. The ideal candidate will have excellent communication skills and prior experience in sales or client management.

Responsibilities

1. Build and maintain strong relationships with clients:
   • Serve as the primary contact for selected clients.
   • Build trusting relationships with internal stakeholders.
   • Identify client needs and position Strove as the solution.
   • Provide personalized support and guidance.
   • Conduct regular check-ins for feedback and concerns.
2. Onboard new clients effectively:
   • Ensure timely onboarding of clients and users.
   • Provide training and product demonstrations.
3. Drive user adoption and engagement:
   • Implement strategies for high adoption and engagement rates.
4. Expand client accounts:
   • Assist in expanding to additional business units and employees.
   • Identify upselling opportunities via data analysis.
   • Maintain up-to-date knowledge of Strove’s products and communicate effectively.
5. Collect and communicate feedback:
   • Relay client feedback to relevant teams for product improvements.
6. Monitor success metrics:
   • Track and report key performance indicators.
   • Maintain accurate CRM records.
7. Provide support:
   • Address client concerns promptly and satisfactorily.
8. Collaborate internally:
   • Work effectively with Sales, Operations, Product, and Support teams.

Skills and Qualifications

• Excellent customer service skills and understanding of client needs.
• Strong communication skills (verbal, written, interpersonal).
• Knowledge of client success strategies and best practices.
• Empathy and active listening skills.
• Ability to prioritize and manage time efficiently.
• Adaptability to different personalities and situations.
• Self-motivated, able to work independently and in teams.

Qualifications and Experience

• Bachelor's degree in Business or related field.
• At least 3 years of experience in client management or sales.

Join us in our mission to create a healthier, happier world!

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Join to apply for the Client Success Manager role at Cyberlogic

Join to apply for the Client Success Manager role at Cyberlogic

Job Title

Client Success Manager / Technical Account Manager

Job Title

Client Success Manager / Technical Account Manager

LOCATION:

Stellenbosch, Cape Town (Hybrid)

About Cyberlogic

Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.

Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.

Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.

Through our non-profit, R4C (Ride for a Child) , we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.

Our Values

• We challenge ourselves to be more AWESOME
• We are driven to KEEP learning and EVOLVING
• We look beyond symptoms to identify and RESOLVE ROOT CAUSES
• We hold each other accountable through CANDID and constructive FEEDBACK
• We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
• We CARE deeply ABOUT the success of CYBERLOGIC
• We FINISH WHAT WE START
• We always GIVE OUR BEST even if it means putting in the hard yards
• We KEEP THINGS SIMPLE
  
  

Purpose Of Position

The Client Success Manager builds and nurtures business relationships with clients, focusing on delivering digital change/ adoption leveraging the Cyberlogic ecosystem. This ecosystem includes Managed Support Services, Procurement, Projects and Hosting services. A key outcome for the CSM is careful orchestration of a digital transformation journey based on an improvement plan relevant to each client's specific need. This role is also accountable for maintaining and growing revenue in accounts by providing appropriate solutions to solve client business problems.

Technical

• Knowledge of Microsoft 365 product and licensing suite, Azure, Networking, Virtualisation, security and general on-premise Infrastructure and IT technical affinity.
  
  

Passion

• Using IT to support a client's business objectives, using a combination of technology know-how with a good understanding of the client's business and industry.
  
  

Stakeholder Management

• Ability to comfortably manage relationships on a technical and business level.
  
  

Experience

• A proven track record of technology solutions sales in the SME space is desired.
  
  

Accountable

• Client portfolio and business relationship management
• Maintaining and growing revenue in accounts
• Managing commercial risk
  
  

Responsible

• Commercial management
• Delivery management
• Client satisfaction
  
  

Contribution

• Peer coaching and mentorship
• Team development and innovation projects
  
  

Key Responsibilities

Client Portfolio Management

• Maintain and build relationships with key client stakeholders
• Collate reporting to share at regular check-ins to align on value-driving metrics
• Proactive client risk and issue management
• Bill of ICT assessments
• Develop deep context of the client landscape and their operating model
• Understand the impact of business trends and emerging technology on our clients and their customers and staff
• Generate value by working with our clients to create innovative solutions to business problems
  
  

Demand Management

• Opportunity and pipeline development initiatives
• Drive both client demand and support the sales process
• Develop account plan with the support of the greater Client Success and Delivery team
• Lead client to successfully operate their IT landscape, from Adoption to Digital Transformation
• Develop an improvement plan and execution roadmap to augment the client's IT landscape
  
  

Delivery Management

• Project portfolio management across client accounts
• Appropriate allocation of teams in conjunction with the projects manager to deliver planned initiatives
• Manage project quality, milestones, budget, risks and issues
• Build partnerships with internal teams to support effective service delivery
• Manage client expectations and retrospectives following delivery initiatives
• Develop reusable intellectual property and collateral for knowledge sharing
  
  

Commercial Management

• Annual SLA renewal planning, negotiation and approval
• Manage commercial risk ensuring contracts are signed and in place timeously
• Project proposal coordination
• Project forecasting and billing
• Project Statement of Work support
• Compliance management of Cyberlogic terms
• Management of profitability of projects and services
  
  

Coaching and Mentoring

• Peer coaching and mentoring of teammates
• Development of knowledge assets to share with the team
• Profile the Cyberlogic brand to attract talent and build further client opportunities
  
  

Core Competencies

• Adhering to Principles and Values
• Presenting and Communicating Information
• Creating and Innovating
• Delivering Results and Meeting Client Expectations
  
  

Technical Competencies

• Sales Proposal Development
• Sales Management
• Contract Management
• Relationship Management
  
  

Other Requirements

• You will be required to travel to clients. Own vehicle and a valid driver's license are required.
• To be successful in this role, the candidate must be passionate about making a difference, be able to work autonomously as well as a part of an extended team, conduct themselves with integrity, professionalism and adopt a continuously learning mindset to meet the challenges of delivering within an ever-changing technology landscape.
  
  

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like' environment at your home location to deliver your best in terms of performance and productivity.

Seniority level

• Seniority level Director

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at Cyberlogic by 2x

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Cape Town, South Africa | Posted on 21/07/2025

Pargo is revolutionizing e-commerce in South Africa with smarter, faster, and more accessible last-mile delivery solutions. As a high-growth, tech-driven logistics leader, we’re not just moving parcels; we’re redefining how South Africans shop and ship. Our extensive network of Pick-Up Points and relentless focus on client satisfaction fuel our mission to solve the last-mile challenge. Join us to shape the future of logistics with a team that thrives on action, innovation, and impact.

About the Role

We’re seeking a Client Success Manager (CSM) who’s a relentless trailblazer; someone who takes charge, solves problems on the spot, and drives client success with grit and creativity. This leadership role blends hands-on execution with team management, owning the post-sale client journey from seamless onboarding to long-term loyalty. You’ll lead a team of Account Managers and a Key Account Manager, fostering service excellence, client growth, and operational precision in a fast-paced, tech-driven environment.

The ideal CSM is street-smart, ambitious, and adaptable, thriving under pressure with a no-ego approach. You’ll tackle any challenge, big or small with a structured yet innovative mindset, leveraging data and technology to deliver results. From warehouse ops to C-suite meetings, you’re the trusted partner clients and teams rely on to get it done.

Key Responsibilities

Client Lifecycle Leadership

Own the end-to-end post-sale journey, from onboarding to advocacy, ensuring clients feel supported at every step.

Orchestrate seamless onboarding with Business Development Managers, Account Managers, and Integrations, delivering on time, every time.

Be on-site for the client’s first parcel collection, building trust and ensuring operational readiness from day one.

Spend time in the warehouse to master real-world processes, spot friction points, and drive continuous improvements.

Stay visible to clients through site visits, key meetings, and critical service moments, reinforcing Pargo’s partnership commitment.

Team Leadership & Coaching

Lead and inspire a team of Account Managers and a Key Account Manager to exceed KPIs with clear expectations and hands-on coaching.

Foster a high-output, no-ego culture where reliability, accountability, and growth thrive.

Empower your team to act like mini-CEOs, owning their accounts while aligning with Pargo’s mission.

Client Relationship Ownership

Build trusted relationships with senior clients, collaborating with BDMs to strengthen key accounts.

Act as the go-to escalation point, defusing issues with empathy, poise, and creative solutions.

Champion the client’s voice internally, ensuring their needs shape Pargo’s strategy.

Operational Execution

Coordinate parcel origin setups, SOPs, and handoffs to Service Delivery with precision.

Leverage systems and tools like CRM and dashboards to provide real-time visibility and streamline team efficiency.

Drive process improvements through root-cause analysis and out-of-the-box thinking.

Design and execute client health strategies to achieve 0% churn and high Net Promoter Score (NPS).

Pioneer the implementation of NPS to measure and boost client satisfaction, using data-driven insights to enhance loyalty and drive continuous improvement.

Partner with your team to grow account share through strategic upselling and relationship-building.

Proactively identify portfolio risks and implement mitigation plans with data-driven insights.

Core Competencies

Client-Centric Hustle: Tackles any client task, big or small with urgency and care, building loyalty through action.

Out-of-the-Box Problem-Solving: Finds creative, practical solutions to complex challenges, from onboarding snags to operational bottlenecks.

Street-Smart Leadership: Leads with instinct and grit, prioritizing results over formal credentials.

Data-Driven Insight: Uses client health scores, analytics, and ops reports to anticipate risks and drive growth.

Empathetic Communication: Navigates tough client conversations with poise, adapting seamlessly from warehouse floor to C-suite.

Project Management Rigor: Orchestrates onboarding and escalations with structured plans and flawless execution.

Relentless Ownership: Takes initiative, follows through, and delivers results against all odds ; no micromanagement needed.

Requirements What You Bring

5+ years in client success, onboarding, or account management, ideally in logistics, SaaS, or e-commerce.

2+ years managing and leading teams to high performance.

Strong project management skills, with a track record of streamlining complex processes.

Street-smart, tech-savvy mindset, comfortable with advanced excel or google sheets, CRMs, AI tools, and data analytics.

High emotional intelligence, thriving in high-pressure environments with diverse stakeholders.

Proven ability to boost client retention, team performance, and operational efficiency.

A curious, growth-driven attitude, eager to learn and climb the ladder quickly.

What Success Looks Like

Clients go-live ahead of schedule with zero hiccups.

Your team hits KPIs consistently, with Account Managers owning their portfolios confidently.

Client satisfaction soars, with high NPS, 0% churn in key accounts, and visible account growth.

Escalations are resolved swiftly with creative, data-backed solutions.

You’re the trusted go-to for clients, your team, and Pargo’s leadership.

Why Pargo?

At Pargo, you’ll join a team of bold innovators reshaping logistics. We empower relentless problem-solvers to own their work, tackle tough challenges, and build a career with impact. You’ll thrive in a fast-paced, high-performance culture that rewards initiative, collaboration, and results. With a competitive base salary (no commission) and benefits, plus unmatched purpose and momentum, Pargo is where you’ll shape the future of last-mile delivery, and your own path to leadership.

Ready to take charge and make a difference? Join Pargo and become the relentless trailblazer our clients and team need.

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Join to apply for the Client Success Manager role at Castlerock Managed IT Services Company

1 week ago Be among the first 25 applicants

Join to apply for the Client Success Manager role at Castlerock Managed IT Services Company

Responsibilities

The role of the Castlerock Client Success Manager is crucial for building and maintaining strong relationships with clients who rely on the MSP for various IT services and support. The specific responsibilities of an MSP CSM can vary dependant on the organization and the client's needs, but here are some common roles and responsibilities:

• Building and maintaining long term relationships with current client base
• Understanding current client's business and objectives
• Assessing clients' needs by conducting regular meetings, including QBR’s
• Identifying opportunities for upselling and cross selling additional services
• Collaborating with technical teams to align services with client needs
• Managing contracts and service level agreements to ensure compliance
• Handling contract renewals negotiations and amendments as needed
• Addressing client concerns and issues promptly and efficiently
• Monitoring service delivery to meet agreed upon services
• Ensuring services are delivered on time and within budget
• Keeping clients informed above service updates, enhancements and new offerings
• Acting as clients advocate within the Castlerock Team
• Educating clients about new technologies, best practises and industry trends
• Conducting client satisfaction surveys and acting on the feedback received
• Identifying potential risks and challenges that could impact the client's satisfaction or the MSP’s ability to deliver services.
• Be the first point of escalation for client issues and concerns
  
  

About The Company

The Role

Castlerock Client Success Manager (CSM)

Responsibilities

The role of the Castlerock Client Success Manager is crucial for building and maintaining strong relationships with clients who rely on the MSP for various IT services and support. The specific responsibilities of an MSP CSM can vary dependant on the organization and the client's needs, but here are some common roles and responsibilities:

• Building and maintaining long term relationships with current client base
• Understanding current client's business and objectives
• Assessing clients' needs by conducting regular meetings, including QBR’s
• Identifying opportunities for upselling and cross selling additional services
• Collaborating with technical teams to align services with client needs
• Managing contracts and service level agreements to ensure compliance
• Handling contract renewals negotiations and amendments as needed
• Addressing client concerns and issues promptly and efficiently
• Monitoring service delivery to meet agreed upon services
• Ensuring services are delivered on time and within budget
• Keeping clients informed above service updates, enhancements and new offerings
• Acting as clients advocate within the Castlerock Team
• Educating clients about new technologies, best practises and industry trends
• Conducting client satisfaction surveys and acting on the feedback received
• Identifying potential risks and challenges that could impact the client's satisfaction or the MSP’s ability to deliver services.
• Be the first point of escalation for client issues and concerns
  
  

Successful MSP CSM Needs To Have The Following

• 3-5 years' experience in a similar role within the MSP industry
• Solid understanding of core MSP offerings, including:
  
  

Managed Infrastructure (Servers, Workstations, Networking)

Cloud platforms (Microsoft 365)

Backup & Disaster Recovery solutions (Datto, etc.)

Remote Monitoring & Management (RMM) tools

Professional Services Automation (PSA) tools (e.g. Autotask)

Cybersecurity essentials (MFA, Firewalls, Endpoint Protection)

Familiarity with ticketing systems, escalation paths, and SLA metrics

Ability to translate technical service reports into client-friendly summaries

• Experience in upselling and having sales targets within KPI’s
• Excellent communication skills, including the ability to explain technical terms to non-technical clients.
• Strong problem-solving ability
• Ability to ensure client satisfaction, retention, and the overall success of the MSP-client relationship.
• Own vehicle and cell phon

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at Castlerock Managed IT Services Company by 2x

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Client Success Associate Location: Olivedale, JohannesburgSalary: R30,000 R35,000 per month (Total Cost to Company)Reports to: Chief Revenue OfficerType: Full-time, Onsite Purpose of the Role We are looking for a proactive and tech-savvy Client Success Associate to manage a portfolio of medium to large business clients. You will play a vital role in driving client retention, upsell opportunities and satisfaction through smart relationship management, data-driven insights, and product support across our Eyerys platform. This role is ideal for someone who understands the fast-paced world of Saa S or IT services and thrives on building trusted partnerships with clients. Key responsibilities Manage onboarding, training, and ongoing support for assigned clients Build strong relationships to ensure retention, satisfaction, and upsell opportunities Create, test and manage client surveys using the Eyerys platform Analyse data, extract insights, and present recommendations to clients Collaborate cross-functionally to deliver seamless, high-impact client experiences Draft proposals and support revenue growth through renewals and expansions Monitor client engagement and resolve issues before they escalate Minimum requirements 1+ year experience in Client Success, Account Management, or similar client-facing role Background in IT services or Saa S (Saa S experience strongly preferred) Proven experience managing business accounts (medium to large) Strong communication, reporting, and presentation skills Analytical mindset with the ability to turn data into insights Proficient in Microsoft Office (Word, Excel, Power Point, Outlook) Relevant tertiary qualification (advantageous) What you will get Competitive salary and full cost-to-company benefits Group life cover: funeral, death, and disability 15 annual leave days + gifted shutdown leave in December Study leave and training budget A fun, collaborative, and purpose-driven team culture #J-18808-Ljbffr

Time left to apply: End Date: August 22, 2025 (7 days left to apply) Job Requisition ID: R103202 Position: Client Success Manager Job Description: To drive and be fully accountable for efficient and profitable operational service delivery in line with client Service Level Agreements and Pricing Schedules. Location: Cape Town - Century Falls Contract Type: Permanent Minimum Requirements: Experience Up to 2 years supervisory or HR generalist experience TES experience preferred Qualification Grade 12 NQF level 5 qualification Degree in Business, HR, or related field (preferred, not mandatory) Additional Requirements: N/A Roles and Responsibilities: Accountability for admin and payroll management; ensure adherence to payroll procedures and deadlines. Verification and approval of payroll reports; ensure correct job requisitions are received and sent to Resource Centre. Establish relationships with Resource Centre; provide feedback on candidates. Complete assessments, checks, and verifications as per SOPs. Brief assignees on transport, addresses, times, etc. Recruit backup or replacement staff as needed. Report daily fill rate; forecast and plan for peak seasons. Induct employees; issue protective equipment and documentation. Coordinate transportation; distribute pay slips; ensure data integrity on payroll system. Compile reports; maintain staff records; monitor shift staffing and timekeeping. Ensure compliance with regulations, SOPs, and governance. Maintain client SLAs; build relationships with client management; attend meetings and visits. Identify future business needs; communicate opportunities. Ensure timely and accurate invoicing; liaise with credit control and service teams. Analyze weekly stats; coach and mentor staff; manage disciplinary issues and risks. Create a positive work environment; drive transformation; support training and development. #J-18808-Ljbffr