Customer Success Lead

Join a profitable, fully remote SaaS company developing innovative time-and-attendance and payroll solutions for businesses in construction, agriculture, and manufacturing.
As Customer Success Lead, you will play a pivotal role in strengthening customer relationships, improving retention, and ensuring clients achieve long-term value from the platform.
You will initially manage a portfolio of high-value and at-risk accounts, combining strategic decision-making with hands-on customer engagement.
Working closely with the Head of Customer Success, you will help shape customer segmentation, account management strategies, onboarding processes, and retention initiatives.
You will also leverage AI and automation to improve operational efficiency, streamline workflows, and deliver more personalized customer experiences.
As the business grows, you will have the opportunity to build customer success processes, develop scalable playbooks, and eventually lead a dedicated team.
This is an ideal opportunity for a proactive customer success professional who enjoys taking ownership, building systems, and making a measurable impact in a fast-evolving technology environment.

The ideal candidate is a customer-focused professional who combines strategic thinking, analytical capabilities, and hands-on account management experience. You should bring:

• At least 4 years of experience in Customer Success, Account Management, Implementation, or Customer Onboarding, ideally within a SaaS or software environment.

• Demonstrated experience using AI tools to improve operational efficiency, automate workflows, analyze information, and solve business challenges.

• Experience developing or improving customer success strategies, including customer segmentation, account prioritization, and portfolio management.

• Strong understanding of customer health indicators, retention strategies, onboarding processes, and product adoption.

• Experience mentoring colleagues, leading projects, or demonstrating a clear motivation to develop leadership capabilities.

• Strong analytical skills, with the ability to interpret customer usage data, identify patterns, investigate problems, and translate insights into actionable decisions.

• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly to different audiences.

• Strong customer relationship management skills, including empathy, active listening, and the ability to understand diverse customer needs.

• A proactive and ownership-driven mindset, with the ability to independently identify problems, take initiative, and follow challenges through to resolution.

• Adaptability and resilience, with the ability to work effectively in a fast-changing environment and manage competing priorities.

• Strong collaboration skills and the ability to work remotely with Product, Sales, Support, and Engineering teams.

• Practical understanding of when AI and automation can improve customer interactions and when human intervention is essential.

The following would be an additional advantage:

• Ability to understand and communicate in Afrikaans in a professional business context.

• Previous experience within industries such as construction, agriculture, manufacturing, payroll, or workforce management.