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

Nice to Have