Senior Customer Success Manager

Customer Success Manager

Location:

Gauteng

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.

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
• R…