Customer Success Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Lead based in South Africa.

Join a profitable, fully remote SaaS company developing innovative time-and-attendance and payroll solutions for businesses in construction, agriculture, and manufacturing.
As Customer Success Lead, you will play a pivotal role in strengthening customer relationships, improving retention, and ensuring clients achieve long-term value from the platform.
You will initially manage a portfolio of high-value and at-risk accounts, combining strategic decision-making with hands-on customer engagement.
Working closely with the Head of Customer Success, you will help shape customer segmentation, account management strategies, onboarding processes, and retention initiatives.
You will also leverage AI and automation to improve operational efficiency, streamline workflows, and deliver more personalized customer experiences.
As the business grows, you will have the opportunity to build customer success processes, develop scalable playbooks, and eventually lead a dedicated team.
This is an ideal opportunity for a proactive customer success professional who enjoys taking ownership, building systems, and making a measurable impact in a fast-evolving technology environment.

Accountabilities

As a key member of the Customer Success function, you will combine direct customer engagement with strategic process development, helping establish scalable practices that support customer satisfaction, retention, and business growth. Your main responsibilities will include:

• Customer Portfolio Strategy: Help define customer segmentation and portfolio structures, prioritize accounts based on value and risk, and determine the appropriate level of engagement for each customer.

• Customer Onboarding and Adoption: Guide new customers from initial signup to successful platform adoption, establish consistent usage habits, monitor onboarding progress, and resolve implementation challenges.

• Account Health Management: Monitor customer health indicators, including product usage, outstanding issues, and engagement frequency, identifying potential risks and taking proactive action.

• Customer Retention: Lead conversations with customers considering cancellation, understand their concerns, identify opportunities to retain their business, and document insights to improve retention strategies.

• Customer Success Operations: Develop and optimize the tools, workflows, playbooks, and processes that enable the team to manage customer relationships efficiently and consistently.

• AI and Automation: Identify opportunities to use AI tools and automation to streamline routine activities, analyze customer data, improve communication, and increase operational efficiency.

• Customer Training and Education: Organize customer check-ins, training sessions, and Q&A activities to encourage product adoption and help clients maximize the value of the platform.

• Knowledge Management: Transform recurring customer questions and challenges into practical guides, documentation, and best practices.

• Voice of the Customer: Identify recurring customer feedback, product adoption challenges, and cancellation patterns, sharing actionable insights with Product, Sales, and Support teams.

• Cross-Functional Collaboration: Work closely with internal stakeholders to improve customer experiences, resolve issues, and ensure customer needs are reflected in product and operational decisions.

• Team Development: Contribute to building a scalable Customer Success function, with the opportunity to mentor colleagues and eventually lead a dedicated team.

Requirements

The ideal candidate is a customer-focused professional who combines strategic thinking, analytical capabilities, and hands-on account management experience. You should bring:

• At least 4 years of experience in Customer Success, Account Management, Implementation, or Customer Onboarding, ideally within a SaaS or software environment.

• Demonstrated experience using AI tools to improve operational efficiency, automate workflows, analyze information, and solve business challenges.

• Experience developing or improving customer success strategies, including customer segmentation, account prioritization, and portfolio management.

• Strong understanding of customer health indicators, retention strategies, onboarding processes, and product adoption.

• Experience mentoring colleagues, leading projects, or demonstrating a clear motivation to develop leadership capabilities.

• Strong analytical skills, with the ability to interpret customer usage data, identify patterns, investigate problems, and translate insights into actionable decisions.

• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly to different audiences.

• Strong customer relationship management skills, including empathy, active listening, and the ability to understand diverse customer needs.

• A proactive and ownership-driven mindset, with the ability to independently identify problems, take initiative, and follow challenges through to resolution.

• Adaptability and resilience, with the ability to work effectively in a fast-changing environment and manage competing priorities.

• Strong collaboration skills and the ability to work remotely with Product, Sales, Support, and Engineering teams.

• Practical understanding of when AI and automation can improve customer interactions and when human intervention is essential.

The following would be an additional advantage:

• Ability to understand and communicate in Afrikaans in a professional business context.

• Previous experience within industries such as construction, agriculture, manufacturing, payroll, or workforce management.

Benefits

• Remote Working: Fully remote opportunity based in South Africa.

• Full-Time Employment: Opportunity to join a profitable and growing SaaS business.

• Leadership Development: Potential to build and lead a dedicated Customer Success team as the function expands.

• Strategic Ownership: Significant autonomy to shape customer portfolios, operational processes, tooling, and customer success strategies.

• AI-Driven Environment: Work alongside an AI-oriented engineering team and explore innovative ways to automate and improve customer-facing operations.

• Professional Growth: Gain exposure to different areas of software business operations, including product development, sales, customer retention, and company strategy.

• Direct Collaboration: Work closely with the Head of Customer Success and collaborate with colleagues across the organization.

• Transparent Culture: Join a small, fully remote team that openly shares company financial information and strategic direction.

• High-Impact Role: Help shape the customer experience and build scalable processes within a growing business serving more than 400 companies.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1