Customer Success Operations Manager

Key Responsibilities 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. Requirements Bachelors 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. Benefits 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.

Location: Tygervalley, ZA

Posted Date: 8/24/2025