Customer Success Manager

Customer Success Manager Job Title: Customer Success Manager Location: Remote (Preferred: South Africa) Department: Customer Success Reports To: Chief Customer Officer Company: SCB Global – A Microsoft Teams-first UCaaS, CPaaS & CX ProviderRole OverviewSCB Global Ltd is looking for a passionate and experienced Customer Success Manager to join our growing team. In this high-impact role, you will be responsible for leading and growing our global Customer Success function to drive adoption, retention, and expansion across our enterprise customer base.You will be the primary point of contact for key clients post-sale, ensuring they derive maximum value from our Microsoft Teams-based UCaaS, CPaaS, and Contact Center solutions. You’ll lead a team of Customer Success Managers, create scalable customer journeys, and work closely with Sales, Support, and Product teams to deliver a world-class customer experience.Key ResponsibilitiesCustomer Success Strategy & LeadershipLead and evolve the Customer Success strategy to enhance adoption, renewal, and expansion across enterprise clients.Manage and mentor a team of Customer Success Managers to meet retention and growth targets.Own customer lifecycle processes, including onboarding, engagement, health tracking, and success planning.Develop and execute playbooks for driving adoption, ensuring customer satisfaction, and reducing churn.Client Relationship ManagementServe as a trusted advisor to key accounts, aligning SCB Global solutions with business goals.Conduct regular Executive Business Reviews (EBRs) and performance check-ins.Identify upsell and cross-sell opportunities in partnership with the Sales team.Act as the voice of the customer to internal teams to influence product roadmaps and service enhancements.Process & InsightsBuild data-driven insights from usage metrics, support data, and feedback to enhance customer outcomes.Create reporting frameworks to monitor customer health, engagement, and revenue expansion.Drive continuous improvements to the customer journey, onboarding experience, and success tools.Cross-Functional CollaborationCollaborate with Sales, Marketing, Product, and Support to ensure seamless customer engagement.Provide feedback loops to Product teams based on customer needs and pain points.Work with Support to ensure fast resolution of critical issues, while proactively mitigating future risks.Required Qualifications & SkillsExperience & BackgroundMinimum of 5 years’ experience in a Customer Success leadership role, preferably within SaaS, UCaaS, or Cloud Communications.Proven success leading Customer Success teams in a B2B or enterprise environment.Demonstrated ability to manage large enterprise customers and complex account dynamics.Technical & Commercial AcumenStrong understanding of Microsoft Teams, Unified Communications, or Contact Center solutions is highly advantageous.Familiarity with Customer Success tools (e.g., Gainsight, ChurnZero, HubSpot) and CRM systems.Commercially minded with a track record of driving expansion and retention metrics.Soft SkillsExceptional interpersonal, communication, and presentation skills.Strong strategic thinking, analytical capabilities, and decision-making under pressure.Empathetic leadership style with a passion for building relationships and inspiring teams.EducationBachelor’s degree in Business, Communications, IT, or related field.Certifications in Customer Success or related technologies are a plus.Why Join SCB Global Ltd?Join a Microsoft Teams-first global leader in UCaaS, CPaaS & CX solutions.Help shape the future of enterprise communications and customer engagement.Enjoy a collaborative, fast-paced, and remote-first working environment.Competitive salary + bonus + commission structure.