Johannesburg: Manager, Customer Success

Location: Hybrid – Johannesburg Employment Type: Full-Time Industry: SaaS | Global HR Tech | Client Success WatersEdge Solutions is partnering with a global HR tech innovator to hire a hands-on, strategic Manager, Customer Success . This is a rare opportunity to lead a high-impact team of Customer Success Managers (CSMs) in Johannesburg—where you’ll shape best practices, coach rising talent, and drive revenue growth through exceptional service delivery. About the Role In this leadership role, you’ll lead by example—coaching your team in real-time, joining calls when needed, and helping shift the team from reactive problem-solving to proactive client engagement. You’ll collaborate cross-functionally with Sales, Operations, and Product teams to improve customer experience and retention, while owning key metrics like Net Dollar Retention (NDR). Key Responsibilities Lead, mentor, and manage a team of Customer Success Managers Support customer success excellence through direct engagement and strategic oversight Guide the team in identifying and acting on expansion opportunities Own expansion and retention KPIs (e.g., NDR) Identify process improvements to scale smarter and deliver consistently excellent experiences Collaborate across departments to resolve client issues and optimise the EOR journey Represent the customer voice internally to shape product and service direction What You’ll Bring 3 years of experience managing CSMs or equivalent client-facing teams Experience in SaaS or scale-up environments Proven track record of driving customer growth, retention, and strategic account management A proactive, problem-solving mindset and coaching leadership style Strong collaboration and stakeholder engagement skills Ability to thrive in a fast-paced, ever-evolving business setting Nice to Have