Senior Customer Success Manager

About the Company

Founded in 2007 and grown from a two-person start-up into one of South Africa's leading marketing data and lead generation businesses, this organisation helps consumer-facing brands find, reach and convert new customers. Working across sectors such as insurance, financial services, telecommunications and value-added services, it delivers qualified, compliant sales leads to clients across South Africa, the wider African continent and international markets.

The business sits at the intersection of marketing, data and technology, running omni-channel campaigns and managing large volumes of consumer data through its own systems and platforms. Over the years it has generated tens of millions of customer leads for some of the most recognisable consumer brands in the region.

It is a commercially driven, fast-paced environment where client relationships and data performance sit at the heart of everything. For the right person, this role offers the chance to own meaningful client relationships and play a direct part in the continued growth of a well-established and respected player in the lead generation space.

Job Overview

The Senior Customer Success Manager is the primary point of contact for a portfolio of clients and affiliate partners, responsible for growing account value, managing relationships and overseeing the delivery of lead generation campaigns from end to end. Reporting to the Managing Executive: Client Services, the role holds accountability for gross profit delivery across the portfolio and sits at the centre of the coordination between clients, sales, operations and technical teams.

This is a hybrid role that will suit someone equally comfortable holding a strategic, commercially focused conversation with a client and getting into the operational detail of how a campaign is configured and how its data is performing. The successful candidate will manage a focused portfolio of key accounts, including clients across Africa, with a strong emphasis on business and relationship continuity.

It is a role with genuine ownership and visibility, well suited to an account manager who thinks commercially, enjoys solving problems across functions and takes pride in keeping clients, campaigns and data performing at their best.

Duties and Responsibilities

Client and Portfolio Management

• Act as the primary account manager for a portfolio of clients and affiliate partners, building trust-based relationships and actively growing account value.
• Hold at least one meaningful strategic engagement with each client every month, focused on their goals and gross profit performance rather than routine reporting.
• Maintain a monthly success plan for top-tier accounts, mapping growth opportunities, risks and gross profit trajectory.
• Identify each key account's economic buyer and secure a quarterly Executive Business Review to discuss high-level strategy and account growth.
• Act as the link between clients, sales, operations and technical teams to keep campaigns running smoothly.

Data, Systems and Campaign Delivery

• Manage the full data lifecycle across client campaigns, including intake, processing, quality assurance and reporting.
• Ensure data accuracy, compliance and timely delivery across all systems and stakeholders.
• Oversee CRM and Lead Management System usage and updates, keeping the tools optimised for performance.
• Lead system integrations, testing and template development, including SFTP and automated feeds.
• Take ownership of campaign setup, configuration and reporting across platforms.

Compliance and Quality Assurance

• Ensure all activity complies with data protection, Do Not Call and complaints-handling regulations.
• Act as the internal champion for legal and compliance best practice in lead generation.
• Monitor performance metrics and proactively recommend improvements that increase client return on investment.

Reporting and Analytics

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

Financial and Commercial Ownership

• Collaborate with finance on client and publisher invoicing and billing.
• Assist with budget preparation, forecasting and financial performance tracking across accounts.
• Hold accountability for delivery against gross profit targets across the portfolio.

Project, Process and Training

• Lead new project implementation, including client onboarding and internal setup.
• Track project milestones, timelines and deliverables to ensure successful outcomes.
• Coordinate and deliver training to internal teams and external partners, and develop supporting documentation.

Minimum Requirements

• 3 to 5 years' experience in customer success, account management or operations, ideally within lead generation, digital marketing or SaaS.
• Proven experience managing global or multi-region clients or partners.
• Strong commercial acumen, with the ability to own and deliver against gross profit targets across a portfolio of accounts.
• Confident communication and stakeholder management skills, able to engage from operational teams through to executive decision-makers and each account's economic buyer.
• Comfortable working across CRMs, lead management systems, SFTP tools, data systems and integration platforms.
• Analytical, using data to drive decisions and uncover opportunities for optimisation.
• Strong project management and organisational skills across complex, cross-functional initiatives.
• A full ownership mindset, taking accountability for both client outcomes and internal delivery.

Nice to Have

• A Bachelor's degree in business, marketing, communications or a related field, though strong relevant experience and the right attitude carry equal weight.
• Familiarity with compliance frameworks such as POPIA, TCPA or GDPR.
• Prior exposure to lead generation, affiliate or performance marketing environments.
• Hands-on experience with lead management or lead distribution platforms.

Personal Attributes

• Accountable, taking full ownership of client outcomes and internal execution.
• A clear, proactive communicator who builds trust quickly across all levels.
• Commercially minded, always looking to grow account value.
• Analytical and comfortable making data-led decisions.
• Highly organised, able to manage multiple accounts and competing priorities.
• Consultative and relationship-led in the way they work with clients.

How to Apply?

This is a chance to take ownership of a portfolio of established client relationships in a fast-moving lead generation environment, where your commercial instincts and attention to detail directly shape client success and account growth.

If you enjoy being the trusted point of contact who keeps clients, data and campaigns working in harmony, this role offers real scope to make an impact.

Email your CV to charne@skillzpage.com

(If you don’t hear from us within 2 weeks, please consider your application unsuccessful.)