Customer Success Lead
Core
Strengthen customer relationships, improve retention, and ensure clients achieve long-term value from a time-and-attendance and payroll SaaS platform for construction, agriculture, and manufacturing.
Role type
Senior Customer Success Lead (Strategy & Operations)
Builds
Scalable customer success processes, playbooks, and AI-driven operational workflows
Domain
SaaS / Time-and-attendance and Payroll / Construction, Agriculture, Manufacturing
Required skills
Customer portfolio strategy, Account onboarding and adoption, Account health management, Customer retention strategies, Customer success operations, AI and automation implementation, Knowledge management, Voice of the customer analysis, Cross-functional collaboration, Team development
Preferred skills
Afrikaans (professional business context), Industry experience in construction/agriculture/manufacturing/payroll
Technologies
AI tools, Automation platforms, Customer Success platforms
Responsibilities
Define customer segmentation and portfolio structures, Guide new customers from signup to platform adoption, Monitor customer health indicators and take proactive action, Lead conversations with customers considering cancellation, Develop and optimize tools, workflows, and playbooks, Identify opportunities to use AI tools and automation, Organize customer training sessions and Q&A activities, Transform recurring customer questions into practical guides, Share actionable insights with Product, Sales, and Support teams, Contribute to building a scalable Customer Success function
Seniority
Senior, hands-on IC with leadership potential
