Customer Success ManagerLocation
Remote (South Africa)
Employment Type
Full-Time
Department
Customer Success
Reports To
Operations Director / Managing Director
About Lamqora
Lamqora is a modern recruitment and workforce solutions company helping businesses attract, hire, and retain exceptional talent. We partner with startups, SMEs, and enterprise organisations to deliver Recruitment, Executive Search, Recruitment Process Outsourcing (RPO), Talent Acquisition, Employer Branding, Workforce Consulting, and HR Technology solutions.
Our mission is to build long-term partnerships by delivering exceptional service, measurable business outcomes, and an outstanding client experience. As we continue to expand across the UK, Europe, Africa, and international markets, we are looking for an experienced Customer Success Manager to lead our customer success function and strengthen client relationships.
The Opportunity
As the Customer Success Manager, you will be responsible for ensuring every client achieves maximum value from Lamqora's services. You will lead client onboarding, manage strategic accounts, improve customer retention, oversee customer support activities, and identify opportunities for account growth.
Working closely with Sales, Recruitment, Operations, and Leadership, you will act as the voice of the customer while developing strategies that increase customer satisfaction, loyalty, and long-term revenue.
This role is ideal for someone who is passionate about customer relationships, operational excellence, and building scalable customer success programmes.
Key ResponsibilitiesCustomer Success Strategy
- Develop and implement Lamqora's customer success strategy.
- Create processes that improve customer onboarding, engagement, and retention.
- Monitor customer health and proactively address risks.
- Build scalable customer success programmes as the business grows.
Client Relationship Management
- Manage a portfolio of strategic client accounts.
- Build trusted relationships with key stakeholders.
- Conduct regular business review meetings.
- Understand client objectives and recommend solutions that support their growth.
- Act as the primary escalation point for customer concerns.
Customer Onboarding
- Oversee onboarding for new clients.
- Ensure a smooth transition from Sales to Customer Success.
- Coordinate implementation with Recruitment and Operations teams.
- Monitor onboarding milestones and customer adoption.
Customer Retention & Growth
- Develop strategies to improve customer retention.
- Identify upselling and cross-selling opportunities.
- Renew contracts and service agreements.
- Reduce customer churn through proactive engagement.
- Measure customer satisfaction and implement improvement plans.
Team Leadership
- Lead, mentor, and develop Customer Support Agents and Customer Success Specialists.
- Set team objectives and monitor performance.
- Conduct coaching sessions and regular performance reviews.
- Build a high-performing, customer-focused culture.
Customer Experience
- Monitor customer satisfaction metrics including CSAT, NPS, and customer feedback.
- Resolve complex customer issues professionally.
- Improve customer communication processes.
- Develop customer education materials and knowledge resources.
Reporting & Analytics
- Produce customer success reports and dashboards.
- Analyse customer data and identify trends.
- Forecast renewals and customer growth opportunities.
- Present performance insights and recommendations to leadership.
Cross-Functional Collaboration
- Work closely with Business Development, Recruitment, Marketing, Finance, and Operations.
- Ensure customer feedback influences service improvements.
- Support the launch of new services and initiatives.
- Improve internal processes that enhance the overall customer experience.
Key Performance Indicators (KPIs)
Success in this role will be measured by:
- Customer retention rate.
- Customer Satisfaction (CSAT).
- Net Promoter Score (NPS).
- Client renewal rate.
- Upsell and cross-sell revenue.
- Customer lifetime value.
- Time-to-onboard.
- Customer response and resolution times.
- Team performance and productivity.
Required Experience
- 4–6 years of experience in Customer Success, Account Management, Client Services, or Customer Experience.
- Previous leadership or team management experience.
- Strong relationship management and communication skills.
- Experience managing enterprise or strategic client accounts.
- Experience using CRM platforms such as HubSpot or Salesforce.
- Strong analytical and problem-solving abilities.
- Excellent written and spoken English.
Preferred Experience
Experience within one or more of the following industries is advantageous:
- Recruitment & Staffing
- Human Resources
- HR Technology
- SaaS
- Workforce Solutions
- Professional Services
- Business Consulting
Skills & Competencies
- Customer Success Leadership
- Strategic Account Management
- Client Retention
- Team Leadership
- Customer Onboarding
- Stakeholder Management
- CRM Management
- Data Analysis & Reporting
- Conflict Resolution
- Project Coordination
- Communication & Presentation
- Commercial Awareness
Technology Stack
You'll regularly use:
- HubSpot CRM
- Applicant Tracking System (ATS)
- Google Workspace
- Microsoft 365
- Microsoft Teams
- Slack
- Zoom
- Customer Success platforms
- AI-powered customer engagement and productivity tools
What Success Looks Like
Within your first 90 days, you will:
- Build strong relationships with key clients.
- Successfully onboard new customers.
- Improve customer engagement and satisfaction.
- Implement customer success processes and reporting.
- Lead and support the Customer Success team.
- Contribute to higher client retention and account growth.
Why Join Lamqora?
At Lamqora, customer success is at the heart of our business. You'll have the opportunity to shape the customer journey, build lasting client relationships, and lead a growing Customer Success function.
We offer:
- Competitive salary.
- Performance-based bonuses.
- Career progression into Senior Customer Success Manager, Head of Customer Success, Operations Director, or Client Services Director.
- Flexible remote working.
- Ongoing leadership and professional development.
- Access to modern technology and AI-powered business tools.
- A collaborative, high-performance culture focused on innovation and service excellence.
Our Values
- Integrity
- Excellence
- Accountability
- Collaboration
- Innovation
- Customer Success
How to Apply
Please submit your:
- Updated CV/Resume
- Cover Letter outlining your relevant experience.
- LinkedIn Profile (if applicable).
Email your application to [email protected] with the subject line:
Application – Customer Success Manager
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We look forward to hearing from you and welcoming you to the Lamqora team.
Pay: R18 102,84 per month
Work Location: Remote
