Client Success Manager, South Africa

Job description

Role Overview We are seeking a proactive and strategic Client Success Manager (CSM) to drive adoption, satisfaction, and growth across our client base in South Africa. This role is critical to ensuring the long-term success of our enterprise customers by helping them realize the full value of the Intent HQ platform. The ideal candidate will blend relationship management, technical understanding, and a data-driven mindset to support clients throughout their journey—from onboarding through to value realization and expansion. Key Responsibilities Client Success Strategy & Execution Develop and implement a comprehensive customer success strategy tailored to the South African market. Lead initiatives across onboarding, adoption, value delivery, renewal, and account expansion. Define and track customer success metrics, focusing on ROI realization and business impact. Client Relationship Management Act as the main day-to-day contact for assigned client accounts, ensuring a high level of satisfaction and engagement. Build and maintain strong multi-functional relationships across client stakeholders in business, marketing, technology, and data teams. Serve as a trusted advisor by deeply understanding clients’ commercial goals, challenges, and data maturity. Onboarding & Enablement Collaborate with the technical delivery and program delivery teams to ensure effective onboarding and setup. Design and deliver tailored onboarding programs that empower clients to adopt product efficiently and effectively. Play a key role in contributing to the South African localisation of the rights brands and nuances in the region for insights and opportunities to resonate with the market across industries. Use Case Design & Delivery Translate client goals into actionable use cases using Intent HQ's capabilities. Partner with internal Data Strategy, Data Science, and Program Management teams to deliver insights and measurable outcomes. Support the delivery of business reviews and client presentations, clearly articulating impact and next steps. Support & Advocacy Provide proactive, ongoing support to address client needs and build long-term advocacy. Respond promptly to client queries and coordinate internally for resolution. Promote new features and best practices to drive deeper engagement. Growth & Expansion Identify and drive upsell and expansion opportunities within existing and new target client accounts. Support the South Africa regional sales lead across the pre-sales process to identify commercial goals and related use cases for new target South African clients. Provide support in preparation and facilitation of sales discovery workshops and contribute towards the business case and proposal. Support the development and execution of account plans in collaboration with Client Partners. Feedback & Continuous Improvement Gather feedback from clients to inform product enhancements and internal process improvements. Champion the voice of the customer within Intent HQ. Community Engagement Foster a strong client community in South Africa to encourage peer learning, thought leadership and shared success. Additional Scope Legal & Regulatory Compliance Support clients in navigating the legal and regulatory landscape across South Africa, particularly around data privacy, cross-border data flows, and compliance requirements for handling sensitive customer information. Stay informed on evolving regional frameworks such as South Africa’s POPIA (Protection of Personal Information Act,) and other emerging data protection laws across the region, aligning Intent HQ practices accordingly. Talent Acquisition & Development Assist in building and scaling high-performing teams across the region, with a focus on sales, marketing, and technical roles. Contribute to hiring strategies and internal capability development with a strong understanding of the data and analytics talent landscape in South Africa. What We're Looking For Required Experience & Skills 10+ years in a client-facing role within customer analytics, digital marketing, decisioning/NBx, CRM, or CDP platforms. 3-5+ years experience with artificial intelligence applications is highly desired. Experience in translating business goals into high-impact commercial campaigns opportunities that drive customer acquisition, growth, engagement and churn reduction, with clear, measurable business outcomes. Proven experience working with large B2C clients; exposure to financial services, telecom, or retail/e-commerce industries is preferred. Strong analytical thinking with proficiency in Excel and/or business intelligence tools. Excellent communication skills—both verbal and written—with the ability to produce and present client-ready content. Comfortable navigating both business and technical conversations with appropriate support. Desirable Experience Experience with onboarding workflows, data ingestion processes, or platform enablement. Familiarity with mobile application ecosystems is advantageous but not essential. Prior experience working with SaaS or data/insights platforms. Personal Attributes A client-first mindset with strong relationship-building skills. Highly organized with excellent time management and multitasking abilities. Curious, adaptable, resilient, creative and proactive in fast-paced environments. Collaborative team player who thrives in cross-functional environments.