Customer Success Manager – DOCUSMNGR

Our client based in Rivonia, Gauteng in the IT services industry are currently seeking the skills of a Customer Success Manager

This is a client-facing role responsible for managing a portfolio of clients and ensuring they remain confident, informed and aligned with the services and solutions the company offers.

The Customer Success Manager acts as a trusted advisor and internal coordinator, ensuring that client expectations are clearly understood, translated into actionable plans and consistently delivered by operational teams. The individual will be fully office-based with only minimal travel required for client engagements when necessary.

This role is not administrative—it is focused on building trust, ensuring long-term retention and account growth.

 

Main job function 

1. Client Relationship Ownership

• Manage a portfolio of assigned client accounts.
• Build strong, trusted relationships across multiple stakeholder levels.
• Maintain proactive, consistent engagement to strengthen client trust and alignment.

 

2. Client Communication & Engagement

• Lead weekly or bi-weekly client calls, ensuring clarity, structure and defined next steps.
• Translate service performance into clear and meaningful updates.
• Document all key discussions, actions and follow-ups to ensure accountability and continuity

 

3. Service Delivery Alignment

• Ensure client expectations are clearly defined, documented and communicated internally.
• Work closely with service delivery and technical teams to maintain alignment.
• Translate client requirements into actionable priorities for internal teams.
• Ensure consistency and quality in service delivery across all accounts.

 

4. Risk & Escalation Management

• Proactively identify and flag potential account risks and service issues before they escalate
• Monitor client health indicators (satisfaction, engagement, service performance).
• Identify at-risk accounts and implement recovery strategies.
• Attempt to resolve issues proactively before escalating.

 

5. Performance & Continuous Improvement

• Analyse service performance trends and client feedback.
• Identify opportunities to improve service quality and efficiency.
• Ensure performance dips are managed proactively and communicated effectively.

 

6. Account Growth & Retention

• Identify upsell and expansion opportunities
• Support contract renewals and long-term client planning.
• Focus on driving high retention through trust and value delivery.

 

Qualifications

Matric

Relevant Degree/ Diploma in IT, Business or related field advantageous

 

 Criteria

• CRM and ITSM tools (e.g., ConnectWise, Autotask or similar)
• Microsoft 365 (Excel, PowerPoint, Word, Teams)

• Understanding of IT infrastructure, cloud services and software solutions advantageous

• Valid SA Driver’s licence or international equivalent
• 3+ years in account management / customer success client relationship management roles
• Proven experience managing multiple B2B client relationships and deliver against SLAs
• Proven experience handling escalations and resolving client issues

 

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.