Senior Customer Excellence Manager

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

📋 Description

• Lead, mentor, and develop a worldwide team of Customer Excellence Consultants.

• Establish standards for delivery excellence, customer ownership, and commercial insight.

• Create career progression paths, carry out performance evaluations, and foster accountability and teamwork.

• Manage the successful deployment of the Cargobase platform for new clients.

• Define and uphold implementation frameworks, playbooks, timelines, and quality benchmarks.

• Collaborate with Product, Engineering, and Sales teams to resolve obstacles and fulfill go-live commitments.

• Ensure that implementations facilitate future scope growth, integrations, and increased volume.

• Guarantee a smooth post-sales experience encompassing onboarding, support, and success.

• Establish workflows for prompt support responses, issue resolution, and proactive account management.

• Develop scalable customer touchpoints and lifecycle strategies.

• Monitor and enhance customer health metrics such as NPS, CES, adoption rates, and time-to-resolution.

• Recognize churn risks, optimal upsell timings, and opportunities for account growth.

• Collaborate with Sales on account expansion, renewals, and commercial development.

• Identify, assess, and document opportunities for expansion.

• Define ownership boundaries and handoff models between Customer Excellence and Sales.

• Track and report on retention, contributions to expansion, and at-risk revenue.

• Own and continuously enhance the Customer Excellence Playbook.

• Implement systems, SLAs, and metrics to manage workload and performance effectively.

• Support internal tools, knowledge bases, ticketing systems, and self-service resources.

• Identify opportunities for efficiency improvements through data insights and team feedback.

• Serve as the senior advocate for the customer across the organization.

• Drive feedback loops with Product and Engineering teams to inform product enhancements.

• Contribute to the strategic planning for scaling the customer experience function.

⛳️ Requirements

• 6-8 years of experience in post-sales customer-facing roles, including implementation, onboarding, and support.

• 3+ years in a team leadership or management position, preferably within SaaS, logistics, or B2B platforms.

• Proven ownership of customer lifecycle outcomes, including retention and expansion.

• Proficient in spreadsheet software (Excel, Google Sheets) and BI tools (PowerBI, Metabase, Qlik).

• Familiarity with practical applications of AI in business workflows is highly advantageous.

• Established track record of managing and enhancing customer onboarding and implementation processes.

• Organized management of customer relationships, support cases, and follow-ups.

• Effective coordination of cross-functional projects and implementations.

• Clear and scalable documentation for both customers and internal teams.

• Experience with enterprise systems and integrations is a plus.

• Knowledge of supply chain or freight forwarding is an added advantage.

🏝️ Benefits

• 21 days of annual leave in addition to all national public holidays.

• Additional Years of Service Leave.

• Flexible wellness benefits for gym memberships and more.

• Opportunity to work remotely from South Africa.

• Chance to be part of a rapidly growing global technology company with significant career advancement potential.