87 Customer Success jobs in Germiston

Manager – Customer Success

About the Role :

We are seeking a dynamic and experienced Manager of Customer Success to lead a team of Customer Success Advocates (CSAs) responsible for executing scaled digital strategies and customer engagement. This pivotal role drives customer satisfaction, retention, and growth by leveraging automation, data-driven insights, and scalable processes while maintaining a human touch. The ideal candidate will have a strong background in customer success and scaled engagement strategies, with a proven ability to manage and inspire teams. They will be adept at balancing automation with personalized interactions to deliver exceptional customer experiences at scale.

What You’ll Do

Team Leadership and Management

• Lead and support a team of Customer Success Advocates, ensuring they have the tools and guidance to deliver both automated and face-to-face engagement strategies effectively.
• Foster a collaborative, high-performing team culture focused on customer success and continuous improvement.
• Set clear objectives and provide regular coaching and feedback to help team members develop and excel.

Scaled Digital Strategy Execution

Customer Engagement and Retention

Cross-Functional Collaboration

Data-Driven Decision Making and Process Improvement

What We Are Looking For :

What We Bring :

Mimecast offers formal and on the job learning opportunities, maintains a comprehensive benefits package that helps our employees and their family members to sustain a healthy lifestyle, and importantly - working in cross functional teams to build your knowledge!

Our Hybrid Model : We provide you with the flexibility to live balanced, healthy lives through our hybrid working model that champions both collaborative teamwork and individual flexibility. Employees are expected to come to the office at least two days per week, because working together in person :

T he RSA base salary range for this position is base R 720 000,00 - R1 080 000,00 + benefits. This reflects the minimum and maximum target for new hire salaries for this position. This position may also be eligible for bonus, and other related benefits. Our salary ranges are determined by role, level, and location. These factors and individual capabilities will also determine the individual pay offered

LI-YK1

We are looking for someone with a lively, intelligent and questioning disposition to be part of our energetic team dedicated to enhancing our customers’ experience. You will be charged with staying close to the customer, making sure they’re happy with their service and ensuring all customers get the value they anticipated upfront. If you’re passionate about the customer journey and only deliver the kind of service you’d like to receive, then please get in touch.

This role will report to the Operations Support Manager within the Operations Team.

1. Guarantee 1st class customer satisfaction & professional customer support
2. Music & visual equipment swaps (exchange faulty equipment); allocation and configuration of equipment
3. Enter contacts, leads and prospects on database & maintain integrity.
4. Record-keeping of customer interactions, transactions, comments & complaints on CRM
5. Manage content for clients on CMS (e.g. Mall of Africa)
6. Assist accounts department with disconnection & reconnection process
7. Qualify Music or Visual technical issues before allocating tickets to TSS
8. Liaise with EU Affiliate Support & Multichoice Commercial Department agents re product queries
9. Tackle all music and visual technical enquiries, & general enquiries with the aim of 1st time call resolution
10. Courtesy confirmations to installers / customers
11. All contact details confirmed prior to installations e.g. email, address etc.
12. Share service/survey calls to Top Subscribers (weekly) as well as Xmas schedule confirmations annually
13. Administer any new marketing campaigns ito qualification around customer information – details to sales/marketing

1. Manage follow ups & escalation process
2. Able to offer alternatives and engage persuasively
3. Onboard & train: extensive knowledge of product range to enable effective communication & advice
4. Nurture relationships to grow future opportunities

1. Accurately update, compile and distribute weekly & month-end reports using your excellent Excel skills

Matric; Minimum 5 years’ work experience. At least 2 of these in a Customer Success role with an excellent understanding of who the customer is and what the customer wants. Must have proven skills of interaction with a customer on a multi-layered level. Excellent Excel: Intermediate to Advanced.

A lust for life that reflects in your voice and everything you do; walk with a spring in your step; blow us away with your inquisitive mind and your passion for service excellence. Your friendly demeanor will charm our customers and your colleagues. You have confidence and oodles of empathy. You know how to communicate and appeal in a way that will satisfy even the most difficult of customers. You are not afraid to reveal ambition and to showcase your skills to our team. You jump in and don’t wait to be asked. You understand that we’re all working in the same team & driving towards the same goal. You’re tenacious and the person your manager can always rely on. You will identify errors and propose solutions with your attention to detail and analytical mind. You are not afraid to put your hand up and be accountable. You’re all about value-add.

Full-Time

• Remote (U.S. Eastern Time Hours)
  
  

• Onboard new clients with structured kickoff calls and milestone planning
• Coordinate episode production schedules, guest booking, and asset handoffs
• Manage timelines and automate task flows using tools like Zapier or Make
• Communicate clearly and proactively with clients and internal teams
• Monitor podcast metrics and surface insights to improve performance
• Troubleshoot issues quickly and keep delivery running smoothly
• Support renewals by consistently delivering a strong client experience
  
  

• 3+ years managing client relationships in media, SaaS, or tech-enabled services
• Hands-on experience with automation tools (Zapier or Make is a must)
• Strong communication skills and confidence leading calls over Zoom
• Comfortable managing timelines, workflows, and CRM systems
• Calm, proactive, and highly organized
• Bonus: familiarity with podcast production or B2B marketing
  
  

• You’ll shape the customer success function at a high-growth studio
• You’ll work at the intersection of content, tech, and strategy
• You’ll help turn creative ideas into scalable systems that clients love
  
  

The Customer Success Consultant engages with Pnet customers to drive & accelerate their value realization and to ensure business outcomes are being met through implementation and consumption of their purchased solutions. The Customer Success Consultant partners with the customer's Account Manager to drive mutual success and achieve overall customer satisfaction.

The Customer Success Consultant proactively engages with an assigned portfolio of customers by engaging them as a trusted advisor. They develop a deep understanding of customers’ recruitment and development strategy and business objectives to drive the use of the Pnet solutions. The Customer Success Consultant strives to drive high level customer value realization.

A dynamic team passionate about ensuring our products and services come to life within our customers' businesses. They are committed to showing our customers real value and return on their investment. The Customer Success team plays a pivotal role in customer retention, satisfaction, and building long term relationships. From ensuring a smooth customer onboarding to educating them on how our solution can benefit their employee value proposition, this team always goes beyond.

• Develop and implement account strategies and consumption plans that drive customer outcomes.
• Build trusted relationships with customers to support value-based consumption focused activities.
• As a Customer Success Consultant, you are expected to have a strong relationship with the Sales teams as well as other critical functions in the business to ensure mutual success with our customers.
• Monitor SLA performance and maintain a high level of customer satisfaction.
• Engage with STST as well as relevant subsidiary organisations to leverage expertise as needed.
• Leverage data & tools to track and manage targeted adoption and consumption activities.
• Act as point of escalation for customer account issues.
• Contribute to library of success plays and best practices to further grow Pnet’s ability to drive customer success.
• Engage with customers to do regular value realization assessments and advise on optimal utilization of their investment.
• Stay knowledgeable on customer’s industry, business strategy, business line strategy, and market conditions.
• Orchestrate success resources across PNet to accomplish customer's desired outcomes.
• Provide customer advocacy and act as voice of the customer providing feedback to appropriate PNet stakeholders.
• Identify and mitigate risks to current and future reoccurring revenue.
• Be the customer's strategic expert to share industry trends, best practices, competitive insights, and product roadmap.
• Coach customers to ensure they are leveraging all available resources.

• Matric / Higher Certificate
• A minimum of 3 years’ customer management experience.
• Excellent knowledge of the MS Office suite.
• Intermediate to Expert level experience on Excel.
• Knowledge of ERP/CRM Systems would be advantageous.
• SAP knowledge will be an advantage.

Pnet is an equal opportunity employer. Please note that if you have not heard from us within 2 weeks, your application has been unsuccessful.

We are Zetes (pronounced 'Zet-es'). Our team of 1,300 employees work across 22 countries in EMEA, delivering SAAS solutions optimizing our customer's supply chains & innovating citizen identification across the world. Our work for our B2B customers keeps the goods we need moving, with precision traceability. Our work for our B2G customers ensures the delivery of a strong basis for legal identity to citizens in their home countries and creates safe movement for them between the countries they choose to travel to. We are proud to say that our work touches the lives of people all around the world.

Position Overview:

We are seeking an experienced and dynamic leader for the
Customer Success Lead
position to oversee the delivery of high-impact client services while ensuring robust cybersecurity across the organisation. This role combines strategic oversight with operational execution, requiring strong technical expertise, leadership acumen, and stakeholder engagement.

The successful candidate will lead a multidisciplinary team, drive continuous service improvement, and support organisation-wide cyber initiatives.

This position requires a proactive, solution-oriented leader capable of aligning day-to-day operations with broader business and compliance objectives.

Role and Responsibilities:

• Lead and manage a multi-skilled team delivering customer support, software services, and infrastructure security.
• Oversee the end-to-end delivery of technical services and customer support, ensuring SLA and OLA compliance.
• Ensure consistent service delivery aligned with ITIL standards, SLAs, and client satisfaction metrics.
• Drive operational readiness, resource planning, and performance tracking across customer success functions.
• Collaborate with internal departments (e.g. Development, Commercial, Order Management, Quality Assurance) to align operations with business strategy.
• Own the service delivery lifecycle, by ensuring seamless onboarding, change management and solutions rollout.
• Oversee and ensure strategic implementation of initiatives of (CISO) on cybersecurity governance, risk, and compliance, including policy development, compliance reporting.
• Ensure compliance with ISO27001, POPIA, GDPR, and other applicable data protection regulations.
• Coordinate enterprise-wide cyber initiatives, including threat assessments, penetration testing, and policy development.
• Present performance reports, security updates, and service metrics to senior client stakeholders and executive leadership.
• Champion continuous improvement in service quality, system reliability, and operational efficiency.
• Represent the organisation in high-level client engagements, including service reviews, audits, and compliance discussions.
• Contribute to the organisational improvement initiatives by identifying operational inefficiencies and formulating proactive solutions.

Core Competencies:

• Leadership Excellence: Demonstrates accountability, decision-making, and the ability to inspire cross-functional teams.
• Customer Centricity: Advocates for clients, ensuring high levels of responsiveness and satisfaction.
• Technical Acumen: Broad understanding of IT infrastructure, software integration, and cybersecurity architecture.
• Resilience & Adaptability: Operates effectively in high-pressure environments and during critical incidents.
• Collaboration: Works closely with internal teams and external partners to drive aligned outcomes.
• Strategic Influence: Communicates effectively with executive stakeholders and shapes operational direction.
• Integrity & Compliance Focus: Acts as a steward of data protection and governance standards.

Minimum Qualification & Experiance:

• Must have a bachelor's degree in ICT, Engineering, Computer Science, or a related field.
• Proven leadership with at least 5 years of experience in technical service delivery and/or cybersecurity leadership.
• Demonstrated expertise in IT infrastructure, networking, DevOps, or managed services.
• Strong working knowledge of information security standards (ISO 27001, POPIA, GDPR) and enterprise risk principles.
• Experience with endpoint protection, cloud environments (preferably Azure), and mobile device management tools (e.g., SOTI).
• Proficient in customer engagement, stakeholder communication, and presenting at the executive level.
• Practical understanding of SLA/OLA design, reporting, and service improvement frameworks.
• Familiarity with automation, barcode scanning/printing technology is an added advantage.

Overview

As Head of Customer Success you will be responsible for ensuring that our customers get the very best out of The companys technology and services whether implementing for the first time or long-established clients.

You will work closely with business development team from the very earliest stages of new prospect introduction and as each customer relationship matures share and then take on primary responsibility for the client. It will be your job to ensure that the company then delivers fully vs. clients expectations meaning speedy smooth and technically sound implementation ensuring our technology is meeting individual use case requirements reviewing technical performance and delivering ROI. As customer confidence builds there should then be opportunities to expand business use meaning both extra volumes and selling in additional value-added services.

Head of Customer Success is a new senior and very important role to the company and as such you will be a key member of our leadership team. You and your team will be the people making growth a reality : you will be customershampion within our organization and over time the main finger on the pulse of each and every customer relationship.

You will also need to maintain neutrality and respect the confidentiality between each of our sales channels : we may have more than one distributor or reseller competing to provide our technology to any given enterprise and the same end-customer considering becoming a direct client. (We dont mind who wins provided the end-customer chooses to go live without delay).

The main measures of your own success will be completed onboardings customer and partner delight at our services and individual clients ongoing and expanding use of our technology duly translating to high retention and expanding revenues.

To deliver your role successfully you will need to work closely with and be demanding of other functions within the business including business development product tech (dev and dev ops.) operations and finance. It will be your job to see they are delivering all that is necessary for our customers to get what they need on the timescale they need it.

You will also have the support of your own teams including one or more solution architects (making sure that the right service is selected to deliver the clients key use cases) a service delivery group (making sure configuration starts right and stays right) and a customer success team to support perfection and expansion of client relationships. It will be part of your job to make sure that each of these groups is optimised for effective performance of their role within a budget. We also need you to foster a performance oriented culture notable for its team spirit can-do attitude high energy commitment and instinctive co-operation with colleagues all around the business.

Responsibilities : Function Leadership

• Lead the Customer Success (CS) function with a focus on retention expansion a superior customer experience and a performance culture
• Establish and track appropriate objectives and key results
• Break down barriers : be a strong internal advocate for the customer across all departments get stuff done!
• Collaborate with fellow leaders to help deliver the businesss growth targets and full potential across operating markets.

Stakeholder & Team Enablement

• Provide transparent customer feedback internally enabling the entire value chain to evaluate and identify strategic roadblocks to improve technology adoption.
• Act as a coach and thought partner to Business Development CS teams and strategic marketing colleagues
• Facilitate training sessions workshops and playbook development to develop internal capabilities and those of our distributor and reseller partners too
• Foster a pro-active solutions first mindset across the team and organisation

Solution Design & Delivery Oversight

• Ensure that client needs get translated into scalable technically feasible solutions that dont need additional development
• Participate in pre-sales conversations to assess technical fit and manage expectations
• Guide seamless onboarding ensuring delivery matches pre-sales commitments
• Triage and resolve complex delivery issues collaboratively and calmly

Growth & Revenue Contribution

• Advance understanding of each customers needs and concerns in order to maximise customer delight as well as identify and drive upsell cross sell and renewal opportunities
• Develop strategies to deepen client engagement and lifetime value
• Improve internal delivery processes to reduce friction and enhance scalability

Skills & Attributes required :

• Technical Fluency Comfortable discussing internet architecture website & network architecture mobile data connectivity cloud computing and IP Routing.
• Commercial Acumen Strong grasp of pricing P&L development and scalable solutioning
• Strategic Influence Can manage cross functional teams and engage with senior stakeholders
• Empathetic Leadership Strong people leader with emotional intelligence and coaching ability
• Process & Problem Solving Decomposes complex issues into actionable plans
• Customer Centricity Passionate about delivering value and outcomes to clients

Benefits and Contractual information :

• Relevant University Degree
• Business related qualifications; MBA could be a bonus
• At least 8 years of experience in solution architecture technical pre-sales or delivery consulting
• Proven track record of driving revenue growth and retention through customer engagement
• Leadership roles in Customer Success and / or Sales Enablement
• Industry experience in SaaS PaaS and Telco mobile connectivity.
• Strong track record of internal and external relationship management
• Proven consultative approach in previous roles

Our culture and workplace

We believe that culture flows from the top of any organisation and is lived in the behaviour of our employees. It is particularly important you share our core values and outlook. We want to work with people that :

• Are open and collaborative in their working style and tend to prefer a flat organisational structure
• Have unquestionable personal integrity and ethics
• Actively seek personal responsibility and accountability
• Prioritise team success over personal milestones
• Have respect for individuals no matter their role and / or background
• By their professionalism and personal manner make it a pleasure to come to the office; and
• Can manage and work across time zones.

If you wish to apply for the position please send your CV to Chalden Du Toit at

Please visit for more exciting opportunities.

Chalden Du Toit

Banking and Finance Africa

CA Global Finance

CA Global will respond to short-listed candidates only. If you have not had any response in two weeks please consider your application unsuccessful however your CV will be kept on our database for any other suitable positions.

Key Skills

Marketing & Promotions,Attorney At Law,Jni,Airlines,Art

Employment Type : Full Time

Experience : years

Vacancy : 1

Description / Synopsis

An award-winning digital agency that designs and develops user-centric mobile and web applications for clients across diverse industries is seeking a driven Customer Success and Sales Manager to join their expanding team. If you are a dynamic professional who thrives at the intersection of relationship-building, consultative sales, and customer advocacy, this opportunity is for you. This hybrid role allows you to both acquire new clients and ensure their long-term success, while collaborating with diverse teams to deliver world-class solutions that make a meaningful impact.

• 3+ years’ experience in SaaS customer success, sales, or hybrid roles
• Excellent written and verbal communication skills.
• Strong consultative, empathetic approach to sales and support.
• Proficiency with CRM and communication tools (e.g., HubSpot, Intercom, Slack).
• Highly organised, proactive, and self-motivated.
• Ability to simplify technical concepts for non-technical users.

• Own and manage customer onboarding, ensuring a seamless start.
• Build and maintain trusted relationships with SMB and mid-market clients.
• Proactively monitor usage and identify upsell opportunities.
• Conduct regular check-ins, QBRs, and training sessions.
• Collaborate with product / support teams to resolve issues quickly.
• Gather feedback and advocate for customer needs in the roadmap.

• Qualify inbound leads and conduct discovery calls.
• Manage the full sales cycle from outreach to closing.
• Develop outbound strategies to target key segments.
• Track pipeline, conversion, and sales performance metrics.
• Refine sales materials, pitch decks, and templates.
• Partner with marketing to convert campaigns into revenue.

Description (Industry) Senior Manager Customer Success Management (CSM) (m / f / d):

Our Senior Managers CSMs (m / f / d):

1. Act as strategic partners to our local, regional (and global) clients.
2. Are internal and external innovation agents, driving change for faster market response.
3. Are well-known experts in their market segments (industry, products, channels, etc.).
4. Lead a team of industry CSMs.
5. Understand and work with the entire portfolio of POS-related data with key clients, including GfK's market data and consumer insights, serving as the central contact point.
6. Ensure effective client training and onboarding, educating key and senior customers on relevant features and functionalities.
7. Drive high adoption rates of GfK's solutions within client organizations by demonstrating ROI.
8. Promote regular usage of GfK tools among senior stakeholders and develop new user bases.
9. Develop fact-based answers to complex business questions and elaborate use cases demonstrating the value of GfK data.
10. Deliver insightful presentations and actionable recommendations to key clients.
11. Coordinate client services across countries and categories, identifying cross-sell and upsell opportunities.
12. Help improve renewal rates by showcasing business outcomes and value.
13. Lead, guide, and train a team of industry CSMs, ensuring high-quality client experience.
14. Maintain full certification in GfK's platform offerings and manage special projects like training content creation.
15. Act as an internal ambassador for the CSM role, driving its spirit within the organization.
16. Stay updated on platform knowledge, providing feedback to product and operations teams.
17. Collaborate with sales and other business units to identify strategic opportunities and manage client relationships.
18. Coordinate internal client services nationally and internationally.
19. Handle industry sector responsibilities, ensuring quality and consistency.

Additional qualifications include:

1. Relevant experience in leading teams and in markets related to durable consumer goods and retail.
2. Expertise across multiple product categories and markets, with over 8 years in consulting, market research, or product management.
3. Excellent language skills (local language and English), presentation, and communication skills.
4. Proactive engagement and decision-making abilities.
5. Passion, creativity, and an entrepreneurial mindset.

We offer an innovative work environment that embraces digital technologies, encourages entrepreneurial spirit, and values diversity and inclusion.