SUMMARY:
Join the team at Barefoot Cyber!

Barefoot Cyber is a partner at IT Naledi Solutions.
If you're ready to take the next step in your career, we'd love to hear from you: employment@itnaledi.co.za

See below for details on this exciting opportunity:  

The Customer Success Manager will be responsible for overseeing the full lifecycle of client engagement from sales and service delivery to operational performance, compliance, and financial health. This is a high-impact role that requires a unique blend of strategic thinking, customer engagement, sales management, and operational oversight.

POSITION INFO:
Key responsibilities 

Sales & Commercial

• Own the CRM platform from a operational and functional perspective.
• Manage the CRM system, ensuring pipeline accuracy and data integrity at all times
• Own bid management for all RFP, RFQ and Tender submissions, including document preparation and coordination
• Prepare and issue quotes and commercial proposals in line with agreed pricing structures

• Own the renewals process, including proactive client engagement ahead of contract end dates
• Monitor customer satisfaction and act on feedback
• Manage and create invoices for the financial operational process
• Drive account development opportunities, identifying upsell and cross-sell potential in existing accounts
• Own the customer success function, ensuring clients realise measurable value from Barefoot Cyber services, by leveraging NPS scoring

• Maintain SLA governance across all client accounts, escalating breaches to the Technical Director
• Oversee performance management and time management frameworks within service delivery
• Coordinate project delivery activities across active engagements

• Proven experience in a similar leadership role within IT Managed Services or a related sector.
• Understanding of Cyber Security services would be a distinct advantage.
• Strong understanding of B2B service delivery, client success, and ITIL/ISO frameworks.
• Demonstrated success in sales and commercial management.
• Excellent stakeholder and client communication skills.
• Strong analytical, organizational, and decision-making abilities.
• Experience with CRM systems, financial tools, and service reporting platforms.

• Organised, proactive, and able to manage multiple priorities.
• Problem-solving mindset with attention to detail.
• Comfortable working independently during onsite visits.
• Ability to document and report accurately.

• The processing of your personal information and sharing it with third parties for verification.
• The exercising of your rights provided for by POPIA.
• To acknowledge that IT Naledi Solutions (Pty) Ltd will keep the record of your personal information confidential.