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Client Success Executive

To build and drive a culture of client success through the entire customer life cycle from presales throughout the duration of the customers’ subscription period; specifically, for the services offered by the Training, Consulting, Customer Success, and Support teams.
As the Client Success Executive, you will develop and implement the strategies required to improve customer retention, identify opportunities for up-selling and cross-selling, and significantly improve the overall net-promoter score amongst our customers.
Delighting customers, so we add more value to them, and in turn boost referral growth.

If you want to:

  • Lead the Software Training, Consulting, Customer Success, and Support teams, while taking these teams to the next level for business growth and success.
  • Identify and quantify the key metrics for customer success.
  • Leverage the team to act on real-time customer insight.
  • Partner with the management teams under your leadership to ensure the full utilization and maximization of purchased products, as well as significantly improve the overall customer experience and ultimately the customer success.
  • Partner with the management teams to further develop an online customer community that can serve as an information hub, and a knowledge-sharing space.
    Partner with Business Development Executive on business development and sales initiatives, customer events, product and services feedback received through these channels.
  • Work with the Head of Product and Product Managers on collated product feedback and to enhance the product road map.

And you have:

  • Completed 3-year tertiary qualification
  • Completed post-graduate qualification (preferably business leadership, finance or similar)
  • CA(SA) / MBA (desirable)
  • At least 3 – 5 years’ experience in a similar Client Success Manager role, within a SAAS corporate entity with a large customer base – 4000+
  • At least 5 years’ experience in a diverse leadership role, across different business functions is preferable

And these essential skills:

  • Proven ability to conduct in-depth data analysis on diverse business metrics.
  • Previous experience in the development of an online, high-volume, real-time customer dashboard.
  • Preferably some domain knowledge that reflects our customer base (audit, accounting, tax, technology).
  • Highly technologically literate, proficient in customizable CRM systems.
  • Experience and exposure in CX environments
    Well-developed problem identifying and problem-solving skills.
  • Excellent communication skills (verbal and written).
  • Exceptional attention to detail and highly developed critical thinking and reasoning skills.
  • Influential, self-starter type leader; proven ability to align a senior management team to the vision of the customer success model and drive customer success through a large team.
  • Exceptional customer service orientation, with a passionate interest in customer success.
  • Highly innovative, and highly pro-active with a passion for identifying not-seen-before opportunities.
  • Organized and systematic, with the ability to dive into the detail and hold the bigger picture in mind simultaneously.

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