Customer Success Manager

SEIDOR Networks is a rapidly growing business servicing Cloud and Managed Services customers across the globe.

We employ ambitious, motivated people who have a desire to grow personally and professionally. We have an excellent track record of employee retention, achieved through continually challenging ambitious, motivated, and talented people who are willing to skill-up and grow within the business.

Our employees are our biggest asset, and we are looking for natural problem solvers who can think out of the box and push the boundaries.

We are looking for a well skilled Customer Success Manager skilled for nurturing and growing customer relationships, ensuring satisfaction, and driving revenue through renewals, upselling, and cross-selling. The role bridges customer needs with business solutions, acting as the primary point of contact to deliver value and long-term partnership success.

This position is open to the suitable candidate to be in Cape Town or Johannesburg, South Africa.

Key Responsibilities

• Meet predetermined targets
• Drive results aligned with KRA expectations
• Consistently follow established sales processes, actively use CRM tools, and apply forecasting best practices to drive reliable results
• Build and maintain a high-value pipeline by growing existing customer accounts
• Drive revenue growth by closing major strategic deals with long-term business impact
• Consistently support and participate in marketing campaigns and events to drive engagement and upsell
• Drive customer loyalty by consistently retaining and supporting existing customers

Role Requirements

Required Qualifications and Experience

• Bachelor's degree
• Minimum 5-years industry-relevant customer-facing sales and service experience
• Must be willing to learn new skills & technologies
• Must be willing to complete predetermined certifications at regular intervals
• Essential Knowledge and/or Experience:
• Customer-facing and remote sales and service skills & experience
• Strong Microsoft Office 365 suite skills & experience

Advantageous Certifications, Knowledge, and Experience:

• Tertiary qualification in Information Technologies and/or computer sciences
• ITIL Foundation
• N-Central RMM
• ConnectWise PSA
• Mimecast
• Basic understanding of the following technologies & principles:
• Networking
• Routing
• Firewalling
• Internet connectivity
• Microsoft Office 365
• Azure and/or AWS Public Cloud platforms

Key Attributes

Leadership & Team Empowerment

• Inspires and motivates team members and coordinators to achieve excellence
• Leads by example and fosters a culture of accountability, collaboration, and continuous improvement
• Able to coach and mentor team members, encouraging growth and development

Highly Organised & Detail-Oriented

• Maintains oversight of multiple concurrent projects, resources, timelines, and dependencies
• Creates structure and clarity within their role, ensuring consistency and adherence to process
• Pays close attention to detail while keeping the bigger picture in focus

Strong Communication & Influence

• Communicates clearly and professionally across all levels of the organisation
• Confidently interacts with customers, executives, technical teams, and service managers
• Able to influence stakeholders, drive alignment, and resolve conflicts diplomatically

Strategic Thinker

• Uses data-driven insights to recommend improvements and report on value delivered

Adaptability & Resilience

• Thrives in a dynamic MSP environment with changing priorities and high customer demands
• Remains calm and solution-focused under pressure or during escalation situations
• Quickly adjusts strategies or resources as needed to maintain delivery continuity

Customer-Centric Mindset

• Balances customer needs with internal capabilities and scope boundaries

Problem-Solving Orientation

• Tackles issues proactively and analytically, using root cause thinking
• Encourages a solution-focused mindset across the team
• Makes informed decisions quickly while considering risks and implications

Process-Driven but Flexible

• Values structured project governance and documentation
• Understands when to adapt processes to suit their role requirements
• Continuously contributes to refine and improve processes, methodologies, and toolsets

Integrity & Professionalism

• Demonstrates honesty, transparency, and ethical leadership
• Represents SEIDOR Networks' values and culture internally and externally
• Builds trust with peers, subordinates, and leadership

Results-Oriented & Accountable

• Focused on outcomes, not just activity
• Takes full ownership of role performance, quality of work, and stakeholder satisfaction
• Delivers what is promised, on time and to the agreed standard