Senior Customer Success Manager

About the Company

Join a well-established, high-growth digital performance marketing group with nearly 20 years of success in connecting millions of consumers to financial, telco, insurance, debt, and automotive services. With operations in both South Africa and the USA, the group is at the forefront of lead generation innovation, leveraging a mix of owned media platforms, affiliate partnerships, and strategic fulfilment channels.

They are trusted by leading brands in both local and international markets, including top U.S. players in the debt settlement space. The culture is fast-paced, entrepreneurial, and execution-focused — ideal for leaders who are hands-on, commercially minded, and eager to shape the future of digital acquisition.

Role Overview

The Senior Customer Success Manager (CSM) plays a pivotal role in ensuring the seamless delivery and performance of lead generation services for both clients and publishers. Acting as the primary point of contact, the CSM is responsible for managing client relationships, overseeing the execution of operational workflows, and driving cross-functional coordination. This role requires exceptional communication, strategic problem-solving, and a strong sense of ownership over both internal processes and external outcomes.

Core Responsibilities

Client and Affiliate Management

• Serve as the primary Account Manager for both clients and publishers, building strong, trust-based relationships
• Proactively manage communication, expectations, and performance reporting
• Act as a liaison between clients, sales teams, operations, and tech to ensure successful campaign Execution.

Data Oversight

• Manage the full data lifecycle related to client campaigns, including intake, processing, QA, and reporting
• Ensure data accuracy, compliance, and timely delivery across all systems and stakeholders

Templates, Systems, and Integrations

• Oversee CRM and LMS platform usage and updates, ensuring tools are optimised for success
• Lead system integrations and testing to support client-specific workflows
• Coordinate the development and QA of templates, including those for SFTP and automated systems
• Take ownership of campaign setup, system configuration, and reporting processes
• Ensure end-to-end accountability for campaign execution across platforms (including but not limited to LeadByte and future systems)
• Understand and manage all technical touchpoints to ensure accurate deployment and tracking of campaigns without overt reliance on a support team

Legal and Compliance

• Ensure all activities comply with applicable data protection, Do Not Call (DNC), and complaints handling regulations
• Serve as the internal champion for legal and compliance best practices in lead generation.

Financial Processes

• Collaborate with finance to manage client and publisher invoicing and billing
• Assist in budget preparation, forecasting, and financial performance tracking across accounts

Reporting and Analytics

• Manage and distribute campaign performance reports to clients and internal stakeholders
• Interpret data insights to drive continuous performance improvement
• Own the creation and distribution of reporting dashboards, ensuring accuracy, relevance, and timeliness of all campaign metrics shared with stakeholders

Quality Assurance

• Act as the QA lead for all client deliverables and communications
• Monitor performance metrics to ensure all outputs meet service-level expectations

Project and Process Management

• Lead new project implementation, including client onboarding and internal setup
• Track project milestones, timelines, and deliverables to ensure successful outcomes
• Oversee process optimisation and continuous improvement efforts.

Training and Development

• Coordinate and deliver training to internal teams and external agents/clients as needed
• Develop documentation and support materials to standardise processes and onboarding

Key Skills and Requirements

• Bachelor’s degree in business, Marketing, Communications, or related field
• 3–5 years of experience in customer success, account management, or operations—preferably in lead
• generation, digital marketing, or SaaS
• Proven experience managing global clients or partners
• Familiarity with compliance frameworks such as TCPA, GDPR, or CAN-SPAM is advantageous
• Extreme Ownership: Demonstrates full accountability for client outcomes and internal execution
• Effective Communication: Skilled in clear, proactive and persuasive communication across all levels
• Stakeholder Management: Able to manage upward to executives and downward to operational teams with ease
• Analytical Thinking: Uses data to drive decisions and uncover opportunities for optimisation
• Project Management: Strong organisational skills, with the ability to manage complex initiatives across functions
• Tech-Savvy: Comfortable working with CRMs, LMS, SFTP tools, data systems and integration platforms.

Success Indicators

• High client retention and satisfaction scores
• On-time, high-quality project launches
• Accurate, compliant data handling
• Proactive resolution of client or campaign challenges
• Positive internal collaboration and knowledge-sharing
• Delivery of or exceeding gross profit (GP) targets per account or portfolio
• Consistent and proactive client engagement (e.g. minimum of one meaningful engagement per client per month, where applicable)

Apply Now

Ready to shape the next generation of virtual gaming platforms and work alongside a team of global tech trailblazers?

Send your CV to natasha@skillzpage.com

Use the subject line: "Senior Customer Success Manager"

(If you don’t hear from us within two weeks, please consider your application unsuccessful.)