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 global team of Customer Excellence Consultants.

• Establish expectations regarding delivery excellence, customer ownership, and commercial awareness.

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

• Oversee the successful implementation of the Cargobase platform for new clients.

• Define and sustain implementation frameworks, playbooks, timelines, and quality standards.

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

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

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

• Develop workflows to ensure timely support responses, issue resolution, and proactive account engagement.

• Create scalable customer touchpoints and lifecycle strategies.

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

• Identify churn risks, upsell opportunities, and avenues for account growth.

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

• Identify, qualify, and document expansion opportunities across lanes, volumes, modules, and regions.

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

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

• Own and continuously refine 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.

• Leverage data insights and team feedback to uncover efficiency opportunities.

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

• Foster feedback loops with Product and Engineering to drive product improvements.

• Contribute to strategic planning aimed at scaling the customer experience function.

⛳️ Requirements

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

• 3+ years in a 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 desirable.

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

• Structured approach to managing customer relationships, support cases, and follow-ups.

• Effective coordination of cross-functional projects and implementations.

• Ability to create clear, scalable documentation for customers and internal teams.

• Experience with enterprise systems and integrations is advantageous.

• Knowledge of supply chain and freight forwarding is a plus.

🏝️ 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.

• Remote work opportunities from South Africa.

• Chance to work in a rapidly growing global technology company with significant career advancement potential.