Area Head of Customer Success Southern Africa and Islands

Opportunity

• Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day? We are hiring an Area Head of Customer Success to join our team in South Africa.
• The Area Head of Customer Success serves as a strategic partner to the Area Sales Manager, helping to shape and drive the growth agenda through data-driven performance management, clear prioritization, and alignment with business objectives.
• In this role, you will lead a team of Customer Success Partners and a Customer Solutions & Opportunity Lead, focused on driving growth both short term and in line with our multiyear plans, strengthen customer retention, ensure sales process discipline, and delivering consistent, high-quality customer experience.
• You will be responsible for driving operational excellence across all customer success activities, building team capability, and ensuring high standards of execution.
• The role also plays a critical part in embedding governance, tools, and best practices to ensure consistency across Customer Success while supporting business growth and customer value.

KEY RESPONSIBILITIES

Growth & Business Performance

• Drive revenue growth and support the execution of the Area Business Plan through effective customer success strategies focused on retention, churn mitigation, and maximizing growth.
• Serve as a key strategic partner to the Area Head of Sales and Sales Leadership Team, helping to steer the commercial agenda and deliver sustainable short-, medium-, and long-term business outcomes.

​​​​​​​ Drive Customer Success operational excellence and standardization:

• Ensure consistent adoption of regional Customer Success processes, standards, tools and governance models across the Area.
• Drive adherence to minimum sales and Customer Success standards across Customer Success Partners and customer solutions.
• Ensure transactional and administrative activities are executed in line with agreed offshoring, OTS and process compliance requirements.
• Support regional process improvements, pilots, system rollouts and continuous execution discipline initiatives.

​​​​​​​ Lead Customer Success execution and capability

• Lead, coach and develop Customer Success teams to improve execution quality, engagement consistency and operational effectiveness.
• Drive consistent execution of account planning, Sales Incentive Programme and Customer Success activities across the Area.
• Improve onboarding, retention and customer engagement execution consistency while increasing team productivity and prioritization.
• Strengthen execution discipline and capability development to improve customer outcomes and scalable operating performance.

Develop and drive customer solutions and pursuit management from

• Support pursuit execution through collaboration with the Customer Solutions & Opportunity Lead and Sales teams ensuring customer and commercial alignment.
• Translating customer needs into actionable customer specific value propositions - solutioning and whiteboarding with customers.
• Identifying cross-vertical opportunities and bundle relevant products.
• Facilitation of business case creation and financial projections with Solution Engineers
• Management of solution opportunities and handover to implementation as well as timely, high-quality customer responses.
• Driving cross-functional and cross-Area collaboration within and outside the OMEB process. Scale, Institutionalize & Enable.

​​​​​​​ Ad hoc

• Support regional and Area initiatives as required.
• Maintain local data quality and adherence to regional governance standards.
• Support continuous improvement initiatives across Customer Success activities.

WHO WE ARE LOOKING FOR

Someone with

• A relevant tertiary qualification preferred
• At least 7 years of experience driving sales strategy and execution within the Supply Chain and Logistics industry
• Experience working within complex global matrix organisations.
• Proven success leading and developing teams in a fast-paced, high-volume environment
• Demonstrated experience driving growth and business development initiatives
• Experience leveraging AI, automation, and process improvement methodologies to enhance sales effectiveness and operational excellence highly advantageous
• Proficiency using data analytics tools
• CRM proficiency Salesforce preferable
• Stakeholder management internally and externally
• Ability to deliver high-quality results with accuracy and attention to detail, even under pressure
• Attention to detail