Head of Customer Success – FinOps

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Lead the integrated Customer Success and FinOps department across three nations.

• Manage the contract and senior stakeholder relationships for each account within the portfolio.

• Take responsibility for net revenue retention, gross retention, and expansion across the account base.

• Proactively identify account risks and lead commercial negotiations.

• Oversee the health-check framework, which includes Customer NPS and CSAT metrics.

• Manage feasibility studies and Proof of Value projects.

• Establish and uphold quality standards for dashboards, customer reports, and steering committee presentations.

• Direct the delivery methodology, the FinOps Certified Platform certification program, and the training strategy.

• Transform customer feedback into actionable insights for product development.

• Oversee Service Desk prioritization, response times, first-time resolution rates, and SLA performance.

• Advocate for AI adoption and drive measurable operational enhancements.

• Represent Customer Success and FinOps at the Executive Committee and communicate performance and strategy to the CEO and ExCo.

• Recruit, develop, and expand the team, using employee eNPS as a key accountability metric.

• Manage relationships with vendors and partners.

⛳️ Requirements

• Relevant tertiary qualification in business, technology, finance, or a related field.

• A postgraduate business qualification is advantageous.

• FinOps Certified Practitioner or Professional certification is preferred; expected to be obtained within the first year if not already held.

• Over 10 years of experience in customer success, service delivery, or account leadership within B2B technology.

• At least 5 years of experience at a head-of-function level.

• Direct accountability for a revenue retention metric (NRR, GRR, or equivalent) across an enterprise portfolio.

• Proven experience leading multidisciplinary teams that combine relationship management and technical/analytical delivery roles.

• Experience in stakeholder management and negotiation at the CIO, CFO, and Executive Committee levels in enterprises with over 500 employees.

• Proven track record in commercial negotiations, including contract renewals, upselling, and contract structuring.

• History of developing processes, methodologies, and standards from a low baseline in a scale-up environment.

• Working knowledge of technology expense management, telecom expense management, or cloud FinOps.

• Experience working across multiple geographies and managing distributed teams.

• Advantageous: Experience managing a services P&L or delivery margin.

• Advantageous: Familiarity with the Microsoft or AWS partner ecosystem.

• Advantageous: Experience guiding an organization through formal vendor or industry certification.

• Advantageous: A successful track record of implementing AI tools in an operational function with measurable productivity improvements.

🏝️ Benefits

• 20 leave days each year.

• “Mulligan day” each quarter after fulfilling all deliverables (4 additional leave days annually).

• High-spec laptop and equipment provided for remote work.

• One-time at-home office allowance.

• Flexible working hours, Monday to Friday.

• Well-being program and employee support services.

• Paid Microsoft courses and certifications.

• Training allowance every two years for a non-work-related hobby.

• Culture and Social Responsibility initiatives.

• Complimentary Gap cover.