The Role
Manage strategic client relationships, onboarding, adoption, retention, and success planning while driving account expansion and new business. Build executive stakeholder relationships, identify upsell and cross-sell opportunities, maintain pipelines and forecasts, and collaborate with commercial and delivery teams. Monitor account health, revenue, risks, and opportunities while providing client insights and representing the company at industry events.
Summary Generated by Built In
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
What We're Looking For:
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.
- 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
- 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.
- 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.
- 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.
- Stay up to date on industry trends to provide relevant guidance
- Represent the company at client and industry events to build stronger connections
- 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.
- 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
Skills Required
- Bachelor's degree in Business, Communications, or a related field
- 8+ years of experience in customer success, account management, or client-facing roles
- Experience in IT, professional services, or consulting
- Strong communication and presentation skills
- Ability to influence stakeholders at all levels
- Track record of delivering client-focused solutions and measurable outcomes
- Ability to manage multiple clients and projects with attention to detail
- Experience engaging senior executives and navigating complex enterprise organizations
- Ability to identify client needs and translate them into commercially viable solutions
- Demonstrated hunting and sales experience generating and converting new business opportunities
- Proactive problem-solving and collaborative teamwork skills
- Experience selling technology, professional services, consulting, or digital transformation solutions
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The Company
What We Do
SmarTek21 is a pioneer in Ai-driven data mesh platforms and market-leading conversational platforms designed to elevate the customer experience. Founded in 2006, SmarTek21 converges human expertise with artificial intelligence to solve an organizations’ most difficult digital integration and data management challenges.
