Senior Customer Excellence Manager – Software as a Service (SaaS)

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 expectations regarding delivery excellence, customer ownership, and commercial acumen.

• Create career development paths, conduct performance evaluations, and foster accountability and teamwork.

• Supervise the effective implementation of the Cargobase platform for new clients.

• Maintain frameworks for implementation, 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 expansion, integrations, and growth in volume.

• Manage a cohesive post-sales experience encompassing onboarding, support, and customer success.

• Create workflows for prompt support, issue resolution, and proactive customer engagement.

• Develop scalable strategies for customer interactions and lifecycle management.

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

• Identify risks of churn, optimal upsell timing, and opportunities for account growth.

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

• Identify, assess, and document opportunities for expansion across various lanes, volumes, modules, and regions.

• Establish clear ownership boundaries and handoff processes for upsell execution.

• Monitor 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 enhance response quality.

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

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

• Serve as the senior voice of the customer within the organization.

• Facilitate feedback loops with Product, Engineering, and Sales to drive product improvements.

• Contribute to strategic planning focused on 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 leadership or management role, preferably within SaaS, logistics, or B2B platforms.

• Proven ability to manage customer lifecycle outcomes, focusing on retention and expansion.

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

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

• Demonstrated success in managing and enhancing customer onboarding and implementation processes.

• Structured management of customer relationships, support cases, and follow-up communications.

• Effective coordination of cross-functional projects and implementations.

• Ability to produce clear, scalable documentation for 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 leave for years of service.

• 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 growth potential.