Customer Success Lead

**Location**: Midrand, Gauteng
**Department**: Operations
**Work Environment**: Hybrid

**Join a Leading ERP Solutions Team at SynergERP**:
SynergERP provides innovative Business Management Solutions (including ERP, HR & Payroll and CRM) tailored to help organisations achieve financial and operational excellence.

We specialise in delivering tailored software implementations, ongoing support, and managed services. With offices in South Africa and Dubai, we operate across diverse industries like manufacturing, distribution, and professional services, where we empower clients with streamlined processes, automation, and actionable insights to drive growth.

We are seeking a dynamic, customer-focused leader to head our Customer Success function. This individual will be responsible for ensuring a consistent, high-quality customer experience across our client base while leading and developing a high-performing team of Customer Success Managers (CSMs).

**Role Overview**:
As a **Customer Success Lead**, you act as the bridge between client expectations and the value we deliver, fostering long-term partnerships and mutual growth. In addition, you will also play a role in shaping and refining the underlying processes, communication standards, and service delivery approaches that influence the overall customer experience.

This is a hybrid role, offering the flexibility to work remotely with occasional on-site engagements.

**Key Responsibilities**
**Team Leadership & Development**:

- Lead, mentor, and (in future) grow a team of Customer Success Managers to deliver measurable value to our clients.
- Own the full employee lifecycle for the CSM team—including recruitment, onboarding, performance management, training, and development.
- Allocate client portfolios based on capacity, skillset, and strategic alignment.
- Build a culture of ownership, collaboration, and continuous learning within the CSM team.

**Direct Customer Engagement**
- Manage a portfolio of strategic customers, maintaining strong relationships and acting as an escalation point where necessary.
- Proactively drive customer health, satisfaction, and retention through structured engagement and value realisation programs.

**Process Ownership & Continuous Improvement**
- Develop and continually enhance the end-to-end Customer Success framework—including onboarding, journey mapping, regular check-ins, renewal planning, and expansion strategies.
- Establish and optimise standardised calling programs, engagement cadences, customer reporting, and meeting rhythms across both CSM and Support teams.
- Act as a liaison between Customer Success, Support, Sales, and Delivery to ensure a seamless and unified client experience.

**Cross-Functional Influence (Support Function)**
- Defining and refining the customer-facing communication style, tone, and cadence used by the Support team.
- Collaborating with the SMs to align on customer reporting frameworks and expectations.
- Driving consistency in client touchpoints and post-support engagement.
- Identifying gaps or friction points in the Support-to-CSM / CSM-to-Support handover and proposing solutions to improve service continuity.
- Create clear internal documentation and playbooks to ensure a consistent, scalable customer experience across CSM & Support.

**Experience & Qualifications***:

- Bachelor’s degree in business administration, finance, marketing, communications, or a related field.
- Proven leadership experience in Customer Success, Customer Experience, or Sales within a B2B professional services or SaaS/ERP environment.
- Strong strategic thinking and operational execution skills.
- Demonstrated success in mentoring and developing high-performing teams.
- Excellent interpersonal and communication skills, with a strong customer orientation.
- Comfort working in a fast-paced, dynamic environment with multiple priorities.
- Strong analytical skills with the ability to interpret data and drive actionable insights.
- Advantageous_
- Experience within the Sage, Salesforce, or PaySpace ecosystems.
- Familiarity with Salesforce or customer success management tools.

**Skills & Competencies**:

- Strong analytical and problem-solving skills.
- Excellent verbal and written communication abilities.
- High level of accountability, attention to detail, and professionalism.
- Exceptional time management and organisational skills.

**Work Environment**:

- ** Hybrid working model** with remote work flexibility.
- Reliable internet connectivity and own transport required.
- Occasional travel for client meetings or team collaboration.
- Commitment to ethical conduct and compliance with the **Alviva Code of Conduct**.

**Why Join SynergERP?**:
At SynergERP, we offer a dynamic and supportive work environment where innovation, integrity, and professional growth are at the forefront. You will have the opportunity to:

- Contribute to industry-leading ERP projects across a range of sectors.
- Collaborate with a skilled and