Head of Customer Success

1 week ago

Cape Town, Western Cape, South Africa Luno Full time

About the team:


Luno's Customer Success team is on the mission to ensure that we continue to be the most welcoming and trusted place on the planet to safely buy, sell, store, and use crypto.

With the help of leading technology, our experienced multi-disciplined team ensures we carefully design a customer support experience that guides and delights our customers.

We are circa 275+ passionate, global Lunauts, based in Europe, South East Asia, South Africa and the US.

The team is made up of leaders and specialists in the areas of workforce management, customer success service operations, quality management, customer service measurement, training, continuous improvement, programme management, customer experience design and content, to name a few.


The role in a nutshell:

We're looking for a
Head of Customer Success to help us build a high performing customer success team as we embark on making the Luno brand synonymous with the best customer experience in the finance industry

This role reports to Tony Sneedon, VP Operations.

Your mission will be:

  • To set direction and strategy for our growing, global operations.
  • Lead and grow the team of driven and high performing individuals.
  • Make a lasting impact on millions of our customers

Your mission:

  • Drive, define and implement our innovation strategy towards a world class, intuitive help centre and drive machine learning and AI capabilities within our customer success platform.
  • Work closely with our senior leadership team, taking responsibility for the overall customer success strategy as we continue to make a lasting impact on 11+ million of our customers.
  • Run a tight, lean, efficient operation, measuring and reporting on everything and be extremely data driven. You excel at using metrics with an aim to direct the continuous development and monitoring of customer success capabilities.
  • Constantly redefine project priorities to innovate and invent new valueadd services layered on top of our existing offering.
  • Deliveringing a product roadmap that should not only consider customer success operations, but rather the support product as a whole.
  • Ensure proactive integration of Customer Success into the rest of the business, helping facilitate product changes based on what our customers' feedback.
  • Effectively collaborate with the Operations, Product, and Technology teams to enhance our solutions within a customerfocused world.
  • Attract high potential individual contributors into the team and support their personal development to encourage a high performing, customer centric culture, focused on continual improvement through the use of technology.

In your first six months, you will:

  • Focus on understanding our customers, the environment we operate in and our current processes.
  • Analyse any gaps and further understand possible improvements in our support to customers.
  • Refine the strategy for Support at Luno. This should include a clear vision for our Help Centre, Contextual Help, Omni Channel Support as well as operational effectiveness.
  • Define key output metrics for support as well as the input metrics that drive them.
  • Work with cross functional teams at Luno, all focused on a common mission to provide an amazing customer experience.
  • Illustrate the first "wins" relating to the strategy you have identified and its impact on the key metrics.

The ideal Lunaut for this role, will have:

  • Proven experience working in a fast-moving and ever-evolving environment with a track record of leading circa 250+ customer success teams.
  • Ideally 7+ years experience, in a senior people leadership role managing operational teams.
  • Ability to lead change by setting direction with an employeecentric vision.
  • Being passionate about leading people and supporting each member of the team to achieve their full potential.
  • Proven track record of managing growing teams, finding the right balance between performance, wellbeing, and development.
  • Ability to deal with a lot of complexity, across many countries and cultures, within crossfunctional teams, covering: automation, compliance, multiple projects and developing a customer success team serving a new industry.
  • Be a critical and analytical thinker with a strong focus on operational excellence and quality management using data and metrics, both qualitative and quantitative.
  • Have strong project & product management experience, exposure to working with agile methodologies would be an advantage.
  • Bachelor's Degree (highly preferred)

Life at Luno:

  • Forwardthinking and ambitious team that values diversity, hard work, and the continuous quest for excellence.
  • Remote but reachable work policy gives you the freedom to choose between working from home or the office.
  • Improve body and mind, with excellent private medical insurance.
  • Free training courses on Udemy and CodeAcademy.
  • Generous maternity / paternity and even pawternity for your furry friend.
  • Annual Inspira

  • Head of Sales and Customer Success

    1 week ago

    Cape Town, Western Cape, South Africa Autoscriber Full time

    Autoscriber delivers AI solutions in the healthcare industry and is striving to reimagine patient consultations. Our mission is to improve the healthcare experience for both physicians and patients. With the help of our software, we hope to reduce the administrative burden on medical professionals, free up time to spend caring better for patients and enhance...

  • Head of Customer Service

    1 week ago

    Cape Town, Western Cape, South Africa Initiate international Full time

    An international super-fast growing tech company that are revolutionising hoteliers around the globe have an exciting new job opportunity for a Head of Customer Service to join their team in Cape Town. As part of the leadership team, you will become accountable for the net retention rate and customer satisfaction. You will work directly with your Head of...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Parvana Full time

    About our client: Our client, with 15+ years of experience, maintains a startup's energy. They prioritise client and staff relationships, fostering innovation and collaboration in an Agile environment. As a Microsoft-aligned organisation with proven Azure capabilities, they offer flexibility and remote work options, as well as generous leave policies....

  • Customer Success Specialist

    1 week ago

    Cape Town, Western Cape, South Africa Massive Diamonds Marketing Full time

    We're looking for a proactive and customer-oriented Customer Success Specialist to join our dynamic team.In this role, you'll be instrumental in onboarding new customers and ensuring they receive the full benefits of our product.Your responsibilities will include managing the implementation process, being the go-to contact for customer inquiries, configuring...

  • Director: Customer Success

    1 week ago

    Cape Town, Western Cape, South Africa Clickatell Full time

    We Are Setting The PaceClickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need people who can understand the bigger picture and who connect the dots to achieve success. In our agile and demanding environment, you will have to...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Aerobotics Full time

    Customer Success Manager : Europe and LatamWe are looking for a Customer Success Manager : Europe and Latam to join our Customer Success Team in Cape Town.About AeroboticsOur mission is to provide intelligent tools to feed the world. We do this by providing tree and fruit insights to growers in 18 countries around the world, enabled by drone imagery and...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Redherd Full time

    Our client is a South African based security vendor with a global reach and customers in the highest spheres of technology and innovation. They provide real-time reporting on adversaries interacting with your networks or snooping around your infrastructure, allowing you to identify and defend against attacks. They are extremely vested in the global security...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Electrum Payments Full time

    If you are business-minded with a customer-first attitude, are committed to building long-term, trusted relationships with customers and team members, and have B2B experience in enterprise software industry then Electrum's customer success manager role will be perfect for you. You will nurture customer loyalty and guide customers to realise success from our...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Electrum Payments Full time

    Electrum is an exciting B2B tech company. We partner with some of South Africa's biggest household names, enabling them to open up their customers' access to payments and digital goods and services. We love that the projects we work on touch the lives of millions of South Africans every day, making a real difference.We hire the best of the best and we offer...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Impact Full time

    Our Company:Are you a natural relationship builder? Do you have a passion for MarTech and are excited at the opportunity to strategize, build and promote next-level Advocacy programs? Do you have a background in marketing and want to make a change to be more customer facing? We think this could be the opportunity for youIn this role you will take your...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa CM Full time

    All tech stuff, but we believe people make the difference. And that is exactly what our bright bunch of ambitious caring colleagues do. Every day. Together. Entrepreneurial people are the beating heart of our club. And this way, we can take on any challenge that comes our way.Our credo has been the same since the beginning in 1999: "Do what you like, do what...

  • Customer Care Officer

    1 week ago

    Cape Town, Western Cape, South Africa Shelflife Head Office Full time

    Shelflife is looking for a highly motivated and competent individual to join our team in the key role of Customer Care Officer at our Head Office in Cape Town.This role is suitable for an individual for whom going the extra mile for a customer is considered a privilege and a pleasure.The individual we seek will be passionate about providing the very best...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Electrum Payments Full time

    Electrum is an exciting B2B tech company. We partner with some of South Africa's biggest household names, enabling them to open up their customers' access to payments and digital goods and services. We love that the projects we work on touch the lives of millions of South Africans every day, making a real difference. We hire the best of the best and we offer...

  • Customer Success Consultant

    1 week ago

    Cape Town, Western Cape, South Africa Emporium Human Capital Full time

    Customer Success Consultant (POS24087)Somerset WestR18 000 to R 23 000Requirements Youre passionate about great customer experience, making complex things simple, all while improving our clients lives in the process 1+ years of experience in an account management, customer success or online training in the software industry A track record in property...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Parvana Strategic Sourcing Full time

    Client Details:Our client is a highly successful FinTech company that works with major banks, retailers and MNO's to find better ways to transact. They bring together committed people dedicated to delivering innovative enterprise solutions that help their customers contribute to economic growth. As a vibrant and innovative company, they deliver...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa KnowBe4 Full time

    About KnowBe4KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.Fortune has...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Fiskal Finance Full time

    As a Customer Success Manager, you will be working closely with clients to build sustainable and long lasting relationships, with an exceptional customer experience, ensuring that we meet our service level agreements and be the glue between clients and technical team members. This position offers a unique opportunity for Customer Success Managers to expand...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa Graylink Full time

    Job Advert Summary:At graylink, our main focus is on ensuring the success of our clients. We are currently on the lookout for a Customer Success Manager to become a part of our team in Cape Town.You will be responsible for overseeing a global portfolio of medium to large-sized clients and assisting them in achieving superior recruitment outcomes with the...

  • Customer Success Manager

    1 week ago

    Cape Town, Western Cape, South Africa HANGAR49 Full time

    The Hangar49 team is looking for a Customer Success Manager who is a natural people person and excellent at building and nurturing client relationships. The Customer Success Manager will be responsible for owning the client lifecycle from onboarding of new clients as well as managing and growing client relationships. The customer success manager is...

  • Customer Success Associate

    1 week ago

    Cape Town, Western Cape, South Africa Agfunder Full time

    We are looking for a Customer Success Associate to join our Customer Success Team in Cape Town.About AeroboticsOur mission is to provide intelligent tools to feed the world. We do this by providing tree and fruit insights to growers in 18 countries around the world, enabled by drone imagery and artificial intelligence.We have analysed over 280 million trees...