Customer Success Manager

SUMMARY:
Customer Success Manager | Rivonia, Sandton | Office-Based

About the company
A well established IT managed services provider offering a range of technology solutions to businesses across South Africa. We are looking for a motivated and people-oriented Customer Success Manager to join our team and take ownership of a broad client base that needs consistent attention, engagement and value.

POSITION INFO:
The Role
This is a client-focussed position responsible for managing and nurturing a portfolio of smaller and non-SLA clients. Your primary goal will be to keep these clients engaged, informed and retained — while identifying opportunities to cross-sell, upsell and where applicable, convert non-SLA clients into contracted service agreements.
This is not a senior or technical role, but it does require someone who is confident on the phone and in client meetings, organised enough to manage a large number of accounts simultaneously, and commercially aware enough to spot an opportunity when it arises.
You will be the consistent point of contact for clients who might otherwise fall through the cracks — and your job is to make sure they don't.
What You Will Be Doing

• Proactively reaching out to and maintaining regular contact with a portfolio of assigned clients
• Building trusted relationships across your client base to drive retention and satisfaction
• Identifying and acting on cross-sell and upsell opportunities
• Working to convert non-SLA clients into contracted service agreements
• Translating service updates and performance into clear, meaningful communication for clients
• Documenting interactions, actions and follow-ups to ensure nothing slips
• Flagging at-risk accounts early and implementing retention strategies
• Collaborating with internal service delivery and technical teams to resolve client issues promptly

• 3+ years of experience in account management, customer success or client relationship management
• Proven ability to manage multiple client accounts simultaneously
• Strong communication and relationship-building skills — confident, clear and professional
• Commercially minded with an ability to identify growth and conversion opportunities
• Organised, proactive and detail-oriented
• Comfortable working in a fast-paced environment without dropping the ball on any account
• Experience with CRM or ITSM tools advantageous (ConnectWise, Autotask or similar)
• Proficient in Microsoft 365
• An understanding of IT services or managed services is essential
• Grade 12 essential; a relevant diploma or degree in Business or IT is advantageous
• Valid South African driver's licence and own vehicle