Junior Client Success Manager

JOB TITLE: 

Junior Client Success Manager

LOCATION:

Woodmead (Hybrid)

ABOUT CYBERLOGIC:

Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.

Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.

Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.

Through our non-profit, R4C (Ride for a Child), we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.​

OUR VALUES:

• We challenge ourselves to be more AWESOME
• We are driven to KEEPlearning and EVOLVING
•  We look beyond symptoms to identify and RESOLVE ROOT CAUSES
• We hold each other accountable through CANDID and constructive FEEDBACK
• We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
• We CARE deeply ABOUTthe success of CYBERLOGIC
• We FINISH WHAT WE START
• We always GIVE OUR BEST even if it means putting in the hard yards
• We KEEP THINGS SIMPLE

PURPOSE OF THE ROLE

The Junior Client Success Manager is a developmental Client Success role responsible for managing a client portfolio against early career competencies, overseen by a senior role.

The purpose of this role is to:

• Build foundational, trust-based relationships within the assigned client segment.
• Develop a strong understanding of clients’ business models, operating pressures, and technology constraints
• Shift client engagement from reactive purchasing toward structured, value-led interaction
• Contribute towards maintaining strong, meaningful relationships with clients

A key outcome of the role is to help these clients see the value of committing to a longer-term partnership with Cyberlogic. By connecting day-to-day requests to underlying business risk, continuity, and performance needs, the Junior Client Success Manager motivates clients to move from ad-hoc purchasing to managed services and structured roadmaps.

• Work with the Senior colleague on the account to identify client challenges and opportunities. 
• Translate client challenges into well qualified opportunities for value-added services, licensing optimisation, and managed engagements
• Play a supporting role to Senior colleagues or other Client Success Managers with strategic Client engagements, proposals, quotations, and queries

This role plays a critical part in improving retention quality, opportunity hygiene, and long-term client outcomes, rather than driving transactional volume alone.

KEY RESPONSIBILITIES

1. Client Engagement & Business Understanding

• Act as a relationship point for assigned portfolio
• Build trusted, professional relationships through regular and structured interactions
• Develop a working understanding of:
• Client business models and operating pressures
• Key technology dependencies and risks
• Areas where technology is enabling or limiting business outcomes
• Progress conversations beyond “what to buy” toward “what problem are we solving” and “what client outcome are we achieving”
• Demonstrate critical thinking when responding to clients' needs by understanding context, identifying root causes and considering multiple solution approaches

2. Business Challenge Discovery & Opportunity Creation

• Proactively identify and articulate business challenges alongside the senior colleague, (not just technical requests) and support the senior in further translation into opportunities.
• Translate identified challenges into well-qualified opportunities for:
• Improved support and service alignment
• Licensing optimisation
• Managed services or value-added services
• Build a first draft of a proposal for further input from the senior colleague

3. Collaborate with Sales, Delivery and Senior Client Success Managers to:

• Validate opportunity quality and relevance
• Shape solution intent and approach
• Progress opportunities through the commercial and delivery lifecycle

• Develop foundational awareness of Cyberlogic’s solutions value-propositions and positioning to support effective discovery and opportunity shaping

4. Portfolio & Relationship Management (Supported)

• Maintain accurate visibility of:
• Account Plans and contextual client information
• Open actions, follow-ups, and client commitments
• Emerging client risks, service concerns or dissatisfaction signals
• Support renewal readiness through proactive engagement within the 120-day renewal window, including preparation, tracking and coordination
• Escalate risks early and appropriately, with context and recommended next steps
• Support Senior CSM’s with portfolio administration, coordination and preparation activities

Contribute to renewal outcomes through disciplined preparation and engagement

4. Commercial & Service Awareness

• Build foundational understanding of:
• Cyberlogic service offerings and value propositions
• Licensing, support, and managed service constructs
• Commercial considerations that influence delivery and client outcomes
• Develop awareness of how scope, margin, and delivery expectations affect long-term client success and sustainability
• Support commercial hygiene through accurate inputs, follow-ups and coordination relating to renewals, proposals, statement of work and billing where required
• Update internal records to ensure accurate opportunity management, qualification and forecasting

LEARNING, MENTORSHIP & PROGRESSION

• Receive ongoing coaching and mentorship from Leadership and Senior Client Success Managers
• Participate in structured onboarding across:
• Client Success fundamentals
• Cyberlogic delivery and governance models
• Core technologies and services
• Shadow higher-tier accounts to build exposure to advanced Client Success practices
• Contribute ideas for improving client experience

This role is designed as a developmental pathway into an Intermediate Client Success Manager position, based on demonstrated capability, maturity, and impact over time.

Continuous learning is an expectation in this role. Junior Client Success Managers are expected to actively develop their business, commercial, and technical understanding through a combination of on-the-job experience, coaching, and self-directed learning.

MEASURES OF SUCCESS (ILLUSTRATIVE)

Success in this role is reflected through:

• Consistent, proactive engagement across the assigned portfolio
• Quality of business insight and opportunity qualification
• Early identification and escalation of risks, reducing reactive, last-minute renewal issues
• Positive contribution to portfolio retention and growth trends, with GRR and NRR used as contextual indicators rather than hard KPIs

CORE COMPETENCIES

• Adhering to principles and values
• Presenting and communicating information clearly and professionally
• Creating insight through curiosity and structured thinking
• Delivering results and honouring commitments
• Self-management, self-leadership and self-motivation (able to prioritise, follow through, and operate proactively with minimal supervision)
• Strong sense of curiosity, and willingness to learn and grow personally and professionally

BONUS / ADVANTAGEOUS EXPERIENCE

The following experience is advantageous but not required:

• Exposure to sales, account management, or commercial customer-facing roles, particularly where consultative discovery is involved
• Background or studies in Information Systems, Computer Science, Business Management, Commerce, Economics, or related disciplines
• Exposure to IT, Cloud platforms, cyber security, data or managed services environments
• Experience in customer service or operational roles requiring structured follow-up and prioritisation
• A demonstrated learning mindset and willingness to build both technical and commercial understanding over time

OTHER REQUIREMENTS

• Willingness to travel to client sites as required (valid driver’s licence and own vehicle essential)
• Ability to work autonomously while contributing effectively within a broader team
• Professional conduct, integrity, and a commitment to continuous learning
• Where working remotely, responsibility for maintaining reliable internet connectivity and a productive, work appropriate environment

QUALIFICATIONS

• Completed or current tertiary education in Computer Science, Business, Commerce, Management, Information Systems, IT, or a related discipline is strongly preferred
• Equivalent practical experience combined with a strong learning mindset will also be considered

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location to deliver your best in terms of performance and productivity.