Senior Customer Success Manager

Customer Success Manager 
Location: Gauteng

About the role:
As a Senior Customer Success Manager, you will build and grow strategic client relationships, ensuring our clients realize maximum value from our services and solutions while identifying and creating opportunities for further growth. You will manage and strengthen existing client relationships and drive adoption and retention while proactively identifying opportunities to expand our footprint within existing accounts and contribute to new business development.

You will work as part of a broader commercial team. You will own your client relationships and account growth while collaborating closely with the wider team to identify opportunities and convert them into revenue. You will act as a trusted advisor to clients, developing a deep understanding of their business, technology landscape, and strategic priorities, and connecting those needs to our capabilities.

Key Responsibilities
Client Relationships

• Build strong, trusted, and long-term relationships with key client stakeholders and decision-makers.
• Act as a senior point of contact for client communication, feedback, escalations, and relationship management.
• Develop a deep understanding of each client's business, strategy, technology landscape, challenges, and priorities.
• Build relationships beyond day-to-day project stakeholders, including senior and executive-level decision-makers.
• Lead regular client reviews and strategic conversations to understand changing needs and identify opportunities.
• Develop and maintain strong relationships across multiple areas of the client organization to create broader opportunities for Retro Rabbit.

Client Success & Retention

• Manage onboarding and guide clients in adopting solutions effectively
• Create success plans with measurable outcomes while proactively addressing risks
• Advocate for client needs and ensure consistent delivery of value

Account Growth & Business Development

• Take ownership of the commercial growth of assigned accounts, with clear revenue and pipeline objectives.
• Proactively identify upsell, cross-sell, and expansion opportunities within existing clients.
• Identify whitespace across client organizations and build relationships with new business units, departments, and decision-makers.
• Develop and execute account growth plans for strategic clients.
• Leverage existing client relationships, referrals, and industry networks to open new doors for Retro Rabbit.
• Participate in discovery sessions, solution discussions, proposals, presentations, and pitches.
• Build and maintain a healthy pipeline of opportunities across existing and prospective clients.
• Proactively identify organizations and stakeholders where Retro Rabbit's capabilities could create value.

Commercial Ownership

• Understand account revenue, profitability, pipeline, and growth potential.
• Maintain accurate account plans, forecasts, and opportunity pipelines.
• Identify and communicate commercial risks and opportunities to the CSM Lead.
• Work collaboratively with New Business Developers and internal delivery teams to progress opportunities.
• Contribute to achieving broader team and company revenue targets.
• Balance client value and relationship management with commercial objectives.
• Be accountable for turning strong client relationships into sustainable revenue growth.

Insights & Reporting

• Monitor client health, engagement, revenue, pipeline, risks, and opportunities.
• Provide regular reporting and insights to the CSM Lead on account performance and growth.
• Identify trends across clients and industries that could create new business opportunities.
• Share client insights with internal teams to help shape services and offerings.

Industry Awareness & Advocacy

• Stay up to date on industry trends to provide relevant guidance
• Represent the company at client and industry events to build stronger connections

Requirements:

• Bachelor’s degree in Business, Communications, or a related field
• 8+ years' experience in customer success, account management, or client-facing roles (IT, Professional Services, or Consulting preferred)
• Strong communication and presentation skills, with the ability to influence stakeholders at all levels
• Demonstrated track record of delivering client-focused solutions and measurable outcomes
• Ability to manage multiple clients/projects with keen attention to detail
• Comfortable engaging with senior executives and navigating complex enterprise organizations.
• Ability to identify client needs and translate them into commercially viable solutions.
• Demonstrated hunting and sales experience, with a track record of generating and converting new business opportunities.
• Proactive problem solver and collaborative team player
• Experience selling technology, professional services, consulting, or digital transformation solutions is highly advantageous.

What We're Looking For:

• We are looking for someone who is equally comfortable farming and hunting. 
• You don't need to be a pure salesperson. We are looking for someone who understands that great relationships create commercial opportunities and who is confident enough to pursue those opportunities.

Why Join Us

• Be part of a dynamic, innovation-driven team at the forefront of digital transformation
• Work with leading global clients across industries such as financial services, telecoms, and more
• Enjoy a collaborative culture where your voice, ideas, and client advocacy make a direct impact
• Access opportunities for career growth and development across multiple regions
• Shape the success of a company, combining design-led creativity with data-driven engineering excellence

Who We are...

SmarTek21, founded in 2006, is an innovative digital transformation leader dedicated to empowering organizations through design-led, data-centric solutions. We believe that exceptional user experiences and intelligent data-driven insights are pivotal in shaping the future of business. At the heart of our approach is Design-Led Engineering, where we combine strategic design principles with cutting-edge technology to create tailored solutions that deliver significant business outcomes. Our commitment to accelerating digital transformation includes specialized expertise in Agile DevOps, Data Engineering and analytics, Testing Automation and support, and comprehensive Managed Application and Infrastructure Services. We’ve evolved from our consulting and development roots into a full-spectrum service provider, integrating advanced technologies like Generative AI (GenAI) to facilitate our clients' seamless, transformative digital journeys. A passion unites our dynamic team of technology visionaries and business strategists for innovation and excellence. At SmarTek21, you'll join a collaborative environment dedicated to shaping the digital landscape and driving impactful results for organizations worldwide.

Benefits

Comprehensive benefits package including medical, dental, vision, 401(k), paid time off, paid holidays, Washington paid sick leave, life insurance, and short-term/long-term disability coverage. Eligibility and benefit details are provided upon hire.

SmarTek21 is committed to fostering a diverse and inclusive environment. We encourage applications from individuals of all backgrounds and experiences.