Head of Customer Success

1 week ago

Cape Town, Western Cape, South Africa Logimeter Full time

Logimeter City of Cape Town, Western Cape, South Africa

Head of Customer Success

Logimeter is a SaaS business based in Newlands, Cape Town. Our mission is to enable car dealerships to improve their sales performance and revenues through the use of our solutions.

Role Overview:

As the Head of Customer Success, you will play a pivotal role in driving customer satisfaction, retention, and revenue growth. You will lead and develop the customer success team, ensuring seamless onboarding, strong product adoption, and a proactive approach to customer engagement. Your ultimate goal is to maximise customer value while ensuring we only churn customers where we cannot deliver tangible benefits.

Key Responsibilities:

Customer Success Strategy:

  1. Refine and execute a comprehensive customer success strategy aligned with the company's growth and retention objectives.
  2. Track key performance indicators (KPIs) which measure onboarding, customer adoption, customer satisfaction and team performance.
  3. Partner with key stakeholders to create tailored success plans that drive Enterprise Account product adoption, deliver measurable results, and ensure high customer satisfaction.

Team Leadership and Development:

  1. Lead, mentor, and empower the customer success team by setting clear goals and providing ongoing coaching and professional development opportunities.
  2. Foster a customer-centric culture within the team.

Customer Onboarding:

  1. Oversee and optimise the onboarding process to ensure a seamless transition from the new business team to the customer success team, enabling customers to realise value quickly from the solutions they have purchased.
  2. Monitor customer health scores and proactively engage customers to drive high levels of product usage and satisfaction.
  3. Collaborate with the Product Team to keep the Customer Success Managers (CSMs) informed and trained on new features, updates, and best practices.

Revenue Growth through Customer Expansion:

  1. Work with the new business team on identifying up-selling and cross-selling opportunities to expand customer spend.
  2. Work closely with the sales team to drive conversion of identified opportunities.

Customer Retention and Risk Mitigation:

  1. Develop and implement retention strategies to minimise churn and maximize customer lifetime value.
  2. Identify at-risk customers early and lead efforts to retain them through proactive interventions.

Customer Advocacy and Feedback Loop:

  1. Champion customer advocacy by fostering relationships and gathering valuable feedback to inform product development and service improvements.
  2. Ensure customer insights are effectively shared across teams to enhance the overall experience.

Cross-Functional Collaboration:

  1. Collaborate with new business and support teams to ensure a seamless and consistent customer journey across all touchpoints.

Data-Driven Decision Making:

  1. Leverage customer data and analytics to identify trends, opportunities, and areas for improvement in customer engagement and retention efforts.
  2. Use tracking systems to measure and report on key success metrics.

Preferred Experience:

  1. 10+ years of experience in Customer Success, Account Management, or Sales within a B2B SaaS environment.
  2. Proven track record in customer retention, onboarding, and expansion (upselling & cross-selling).
  3. Strong leadership experience, with the ability to build and scale customer success teams.
  4. Working with automotive dealerships, sales enablement tools, or telephony solutions is a strong advantage.
  5. Familiarity with CRM platforms (Salesforce, HubSpot) and customer engagement tools.
  6. Ability to collaborate with product and technical teams to drive feature adoption and customer satisfaction.
  7. Exposure to AI-driven solutions, analytics, and API integrations is a plus.

Preferred Education & Qualifications:

  1. Bachelor's degree in Business Administration (BBA), Commerce (BCom), Marketing, or a related field.
  2. A Master of Business Administration (MBA) is highly advantageous.
  3. Any certifications related to SaaS, Customer Success and Enterprise Management would be advantageous.
Seniority level

Executive

Employment type

Full-time

Job function

Sales and Customer Service

Industries

IT Services and IT Consulting and Software Development

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