Digital Customer Success Lead - Remote

Recruiter:

Ad Talent

Job Ref:

1754205013

Date posted:

Tuesday, July 8, 2025

Location:

Johannesburg, South Africa

SUMMARY:
-

POSITION INFO:

Who are we?
We’re a fast-growing business with a remote-first team distributed globally. Our focus is on building a high-performing, scalable operation that delivers meaningful results for our customers. As we expand, we’re investing in strong leadership to bring structure, accountability,and innovation to every function.

Who are we looking for?
We're looking for an experienced and proactive Customer Success Lead to elevate the performance and efficiency of our Customer Success and Support teams. We need someone who can build out processes, improve customer retention and coach a team towards excellence.

What will you do?

Coach and mentor the Customer Success and Support teams
Develop and implement playbooks to drive consistency and performance
Map and optimise the full customer journey
Create and refine on-boarding processes with clear time-to-value targets
Set and track KPIs across CS and support functions
Run regular role-playing sessions to develop the team’s communication and problem-solving skills
Introduce systems and tools to reduce churn and improve client satisfaction
Be hands-on while the team grows, leading from the front

What do you need?

Technical Skills:

3+ years of experience in customer success
3+ years of experience leading a CS and/or support team (5+ preferred)
Proficient in Excel/Google Sheets; basic QSL knowledge a plus
Skilled in customer journey mapping
Experience in developing playbooks and SOPs
Confident in role-playing and hands-on training techniques
Based within ±3 hours of Central European Time (CET)

Soft Skills:

Constructive and clear communicator
Comfortable being hands-on in a growing team
Open to new frameworks and learning opportunities
Proactive and results-driven
Fast-paced work ethic with a focus on outcomes

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