Head of Customer Success

4 weeks ago

Cape Town, 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 re-define project priorities to innovate and invent new value-add 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 customer-focused 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 employee-centric 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 cross-functional 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**:

- Forward-thinking 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 paw-ternity for your furry friend.
- Annual Inspira

  • Head of Customer Success

    4 days 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...

  • Head of Sales and Customer Success

    3 weeks ago

    Cape Town, 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 Sales and Customer Success

    3 weeks ago

    Cape Town, 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 Sales and Customer Success

    4 days 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...

  • Customer Success Executive

    2 weeks ago

    Cape Town, South Africa ThinnPro Consulting cc Full time

    **Customer Success Agent - Job Spec** **--------------------** **Title: Customer Success Agent** **Team: Customer Experience** **Reporting To: Head of Customer Success** **--------------------** **Overview** Customer success management is at the heart of our operations team. Our core function is to onboard our customers efficiently and quickly while...

  • Customer Success Manager

    4 weeks ago

    Cape Town, South Africa Afferent Software Full time

    **Role: Customer Success Manager**:We are looking for a detail-oriented Customer Success Manager who will be an essential strategic and implementation partner of sales and business development operations, supporting our customers at every stage of the buying process **Company Key Selling points** - We care about our customers and our team; we like to work...

  • Head of Customer Service

    4 days 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...

  • Head of Student Success

    2 weeks ago

    Cape Town, South Africa HyperionDev Full time

    **ABOUT US**: HyperionDev is one of the largest providers of accelerated tech education in EMEA and one of the oldest providers of 'coding bootcamps' in the world. We work with top universities such as Imperial College London, The London School of Economics, The University of Edinburgh, and Stellenbosch University to deliver structured technical courses and...

  • Customer Success Manager

    2 months ago

    Cape Town, South Africa Parvana Strategic Sourcing Full time

    Job Information Industry - IT ServicesJob ID - J104461City - Cape TownProvince - Western CapeCountry - South AfricaPostal Code - 8005**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...

  • Customer Success Manager

    2 months ago

    Cape Town, 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...

  • Director: Customer Success

    2 months ago

    Cape Town, South Africa Clickatell Full time

    **We Are Setting The Pace** Clickatell 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...

  • Customer Success Specialist

    1 month ago

    Cape Town, 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,...

  • Customer Success Manager

    2 months ago

    Cape Town, 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 Manager

    3 weeks ago

    Cape Town, 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 Manager

    4 days 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

    4 days 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

    4 days 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

    4 days 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

    4 days 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

    4 days 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...