Mid-Client Success Manager

JOB TITLE

Mid - Client Success Manager

LOCATION

Stellenbosch, Cape Town/ Woodmead, Johannesburg (Hybrid)

ABOUT CYBERLOGIC

Cyberlogic is a trusted Managed Services Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries. Cyberlogic has 5 distinct capabilities delivered by a specialist team inside Cyberlogic which include Managed Services, Cloud Solutions, Cyber Security, Data and Analytics and Modern work. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.

Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.

Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including automation, software development, business process management (BPM) data analytics, and decisioning technology.

Through our non-profit, R4C  (Ride for a Child) , we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.​

OUR VALUES

• We challenge ourselves to be more AWESOME
• We are driven to KEEP learning and EVOLVING
• We look beyond symptoms to identify and RESOLVE ROOT CAUSES
• We hold each other accountable through CANDID and constructive FEEDBACK
• We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
• We CARE deeply ABOUT the success of CYBERLOGIC
• We FINISH WHAT WE START
• We always GIVE OUR BEST even if it means putting in the hard yards
• We KEEP THINGS SIMPLE

PURPOSE OF POSITION

The Mid Client Success Manager owns and develops trusted client relationships across an assigned portfolio, with accountability for retention, value creation, commercial growth and disciplined opportunity management. The role is responsible for understanding each client’s business context, technology landscape, operating pressures and growth priorities, then translating those insights into relevant Cyberlogic and Hyperclear group solutions. This includes managed support services, projects, hosting, Microsoft and cloud services, cyber security, data and analytics, automation, advisory-led engagements and cross-sell opportunities through group capabilities. A key outcome for the Mid CSM is to orchestrate a structured client journey from relationship management and risk visibility through to roadmap development, adoption, expansion and measurable business value. This role requires strong consultative selling capability, technical and commercial acumen, CRM discipline, opportunity qualification, pipeline ownership and forecasting accuracy.

KEY RESPONSIBILITIES

Client Portfolio Management

• Maintain trusted relationships with key client stakeholders, owning the client experience, sentiment and relationship-health view across the assigned portfolio.
• Prepare and share structured client portfolio updates during regular check-ins, covering relationship health, client sentiment, renewal status, commercial risks, service visibility, roadmap progress, active opportunities and agreed next actions.
• Maintain a regular cadence with the relevant Service Delivery Manager or delivery owner to obtain visibility of ticket trends, recurring issues, SLA concerns, escalations and service-impacting risks that may require client communication or risk mitigation.
• Proactively identify, record and escalate client risks, relationship concerns, perception shifts and service-impacting issues that may require mitigation.
• Maintain an up-to-date view of the client’s ICT environment, including managed services scope, Microsoft licensing, cloud and hosting services, cyber security posture, projects, key infrastructure, known gaps, lifecycle risks and potential improvement areas.
• Develop deep context of the client’s business landscape, operating model, stakeholder structure, technology ecosystem, vendor relationships, budget cycles and strategic priorities.
• Translate client context into practical value opportunities by aligning business problems to relevant Cyberlogic and Hyperclear group capabilities, including managed services, Microsoft, cloud, cyber security, data, automation, consulting and advisory-led solutions.

Demand Management

• Identify, qualify and progress opportunity and pipeline development initiatives using a structured consultative selling approach, including clear business need, stakeholder, authority, budget, timing, risk and value drivers.
• Drive client demand from discovery and solution alignment through proposal coordination, commercial follow-up, client decisioning and delivery handover.
• Maintain a healthy opportunity pipeline by logging opportunities accurately, updating deal stage and probability, managing next steps, recording client commitments and escalating commercial blockers early.
• Develop account plans and roadmaps aligned to client needs, business priorities, technology maturity, budget cycles, competitor landscape and vendor ecosystem, with input from relevant SMEs and delivery teams.
• Lead discovery sessions to uncover client gaps, risks, vendor dependencies, competitor exposure and future-state opportunities; where opportunities are validated and qualified, engage the relevant SME to support pre-sales and solution alignment.
• Maintain up-to-date client health insights and RAG status with the business risk team to support renewal triggers, proactive interventions, and risk-based account planning.
• Guide clients from current-state stability towards improvement, adoption and digital transformation by identifying maturity gaps, business priorities, risk areas and commercially viable next steps.

Delivery Visibility and Escalation Support

• Maintain visibility of active project and delivery initiatives across assigned client accounts
• Establish a regular cadence with the relevant project, delivery and technical teams to understand progress, dependencies, client-impacting risks and delivery health
• Identify and escalate delivery slippage, milestone delays, budget concerns, quality risks or unresolved issues through the appropriate project and delivery owners
• Keep relevant internal teams accountable for agreed actions, next steps and client commitments without assuming direct project delivery ownership
• Manage client expectations and facilitate feedback or retrospective discussions following significant delivery initiatives.

Commercial Management

• Own annual renewal planning and commercial readiness, including timelines, health checks, client preparation, approval coordination and renewal-risk escalation.
• Validate commercial readiness before client meetings, including billing alignment, contract scope, service changes, licence or consumption changes and any corrections required before presentation.
• Coordinate required gatekeepers and internal approvers to ensure renewal commercials, proposal recommendations, pricing, scope adjustments, dependencies and risk items are reviewed before client presentation.
• Act as the commercial coordination point across solutions, projects, procurement, commercial and relevant SMEs, progressing proposal and BOM requests with the correct inputs, pricing, dependencies and approvals.
• Manage client expectations throughout commercial onboarding, proposal development, billing timing, service commencement, implementation dependencies and finance-team readiness.
• Set clear client expectations regarding commercial onboarding, billing timing, service commencement, implementation dependencies and finance-team readiness to reduce post-deployment payment or expectation concerns.
• Validate and vet proposal content, BOM outputs, pricing dependencies, scope assumptions and client-fa