Client Success and Growth Manager

SUMMARY:
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POSITION INFO:

Client Success and Growth Manager

Own client partnerships, drive account growth, and keep delivery running to deadline.

Job Specifics: 

• Location: Johannesburg
• Work Type: On-site 
• Requirements: Valid driver's licence required 
• Travel: Yes, Client-facing role

A well-established, award-winning digital agency and product studio is hiring a Client Success & Growth Manager to lead strategic client relationships, drive growth across existing accounts, and ensure delivery commitments are consistently met. This role sits at the intersection of client success, commercial growth, and delivery governance - requiring strong stakeholder management, exceptional time management, and the ability to influence delivery teams to meet deadlines.

Key responsibilities

Client relationship leadership

• Own and grow trusted relationships across a portfolio of client accounts.
• Act as the primary point of contact for senior stakeholders, ensuring clear communication and alignment.
• Facilitate structured client touchpoints (weekly check-ins, monthly reviews, QBR-style sessions where relevant).
• Identify risks early, manage escalations, and ensure issues are resolved with transparency and urgency.

Account growth and retention

• Identify and drive upsell and cross-sell opportunities within existing client accounts.
• Build and maintain a clear view of account health, risks, renewals, and growth opportunities.
• Partner with internal teams to shape solutions that match client needs and deliver measurable value.
• Support forecasting and commercial planning through accurate pipeline visibility and client insights.

Delivery alignment and deadline accountability

• Work closely with delivery leadership and Delivery Managers to ensure plans and timelines remain achievable and aligned to client expectations.
• Actively manage delivery accountability by tracking key milestones, following up on commitments, and escalating risks early.
• Ensure scope, priorities, and delivery outcomes remain clear — and that deadlines are met across each client.
• Provide strong expectation-setting and maintain a consistent, professional client experience throughout delivery.

Client experience improvement

• Strengthen onboarding and handover into delivery teams to set engagements up for success.
• Gather feedback, identify trends, and drive continuous improvements to the client journey and service delivery model.
• Contribute to internal playbooks and processes that improve delivery certainty and client satisfaction.

Minimum requirements (non-negotiable)

• Bachelor’s degree (or similar relevant qualification).
• 4+ years’ experience in a Client Success / Account Management / Client Services / Partnerships role within the software development industry (e.g., digital agency, software consultancy, product studio, SaaS professional services).
• Proven experience managing multiple client accounts and building strong relationships with senior stakeholders.
• Strong understanding of digital product delivery (web/mobile), delivery governance, scope, timelines, and dependencies.
• Based in Johannesburg (JHB) and able to travel to client sites as required.
• Valid driver’s licence.

Competencies and attributes

• Ambitious and growth-oriented with a clear drive to expand and strengthen client accounts.
• Excellent time management and organisation - able to manage multiple priorities and consistently meet deadlines.
• Strong people skills: confident, consultative, and able to build relationships quickly and credibly.
• Comfortable influencing outcomes across teams; including the ability to hold Delivery Managers accountable to client milestones and deadlines.
• Strong communicator with the ability to handle difficult conversations, manage expectations, and maintain trust under pressure.
• High ownership and follow-through; proactive, reliable, and outcomes-driven.

What the environment looks like

• Fast-paced, high-accountability environment delivering digital products (mobile and web) through design and engineering.
• High client interaction with multiple stakeholders across several accounts.
• Requires structure, urgency, and the ability to balance relationship-building with delivery and commercial outcomes.