Client Success Senior Manager

About the role

Lead the client success function across several businesses, keeping clients, turning insight into action and building consistent standards. The role reports to the COO and shapes how teams cover, train for and measure client relationships.

What you will do

• Design and run the client success operating model, covering coverage, capacity, engagement and measurement
• Retain key clients, show them the value delivered and catch churn risks early
• Match client portfolios to team capacity and spread strong practices as shared standards
• Develop team leads who run capable, accountable and engaged teams
• Use AI and automation to build practical tools and workflows that improve client service

What they look for

• Experience leading client success or account management and scaling a client facing function in B2B services
• A record of leading managers or team leads through organisational change
• Understanding of retention, client health, expansion and the operational choices behind them
• Confidence with data, performance interpretation and commercial outcomes
• Comfort with difficult conversations, competing priorities and guiding teams through change
• Availability during US Eastern business hours from a remote location in South Africa