At Opennetworks, the Senior Customer Success Manager (CSM) is a high-impact, relationship-driven, and commercially astute leader. You will be responsible for protecting, nurturing, and expanding our most critical asset: our enterprise client relationships.
The Senior CSM acts as the ultimate "Owner of the Client’s Journey" across our diverse ecosystem of Cloud Services, Google Workspace, Microsoft Office 365, and monday.com. Moving beyond transactional account management, this role focuses heavily on delivering world-class customer service, building deep-rooted trust, and driving strategic services growth across both existing accounts and new enterprise opportunities.
The ideal candidate possesses deep tech-landscape literacy, a passion for customer-centric advocacy, and the strategic capacity to navigate complex corporate IT infrastructures.
Key ResponsibilitiesRelationship Excellence & Customer Service
- Trusted Advisor Status: Build deep, long-term, trusted relationships with clients, moving Opennetworks from a "vendor" to an indispensable strategic partner.
- Exceptional Customer Service: Act as the ultimate escalation point and advocate for the client, ensuring their operational and strategic needs are met with unmatched responsiveness and care.
- Proactive Engagement: Conduct regular, high-touch check-ins and strategic business reviews to deeply understand changing client needs and ensure ongoing satisfaction.
Enterprise Services & Revenue Growth
- Services Expansion Strategy: Drive the adoption of Opennetworks' professional and managed services, identifying opportunities to wrap deep technical value around core software licensing.
- Net Revenue Retention (NRR): Secure and expand revenue across the assigned enterprise portfolio through strategic multi-product cross-sells and services upsells.
- Lifecycle Management: Safely guide new and existing clients through the entire lifecycle—from onboarding alignment to complex Master Services Agreement (MSA) structuring, annual renewals, and true-ups.
- Quota Attainment: Consistently meet or exceed quarterly targets for services growth, software expansion, and customer retention.
Stakeholder Alignment & Relationship Mapping
- C-Suite Engagement: Partner closely with Chief Information Officers (CIOs), Chief Technology Officers (CTOs), and Procurement Directors to align Opennetworks’ services with their long-term business goals.
- Strategic Collaboration: Work hand-in-hand with our specialised Customer Success Managers (CSMs). While they drive daily platform adoption, you leverage that success to deepen the commercial relationship and introduce advanced service offerings.
- Internal Alignment: Coordinate closely with Solutions Engineers for technical scoping, and collaborate with Finance and Legal teams to ensure smooth, client-friendly contract execution.
Ideal Skillset & Profile
A successful Senior CSM at Opennetworks is incredibly market-fluent, empathetic, and consultative. Your skillset reflects modern, relationship-first tech trends:
- Value-Based & Services Selling: The ability to articulate software licensing and managed services in the language of true business value (e.g., operational efficiency, risk mitigation, and digital transformation ROI).
- Customer-Centric Mindset: A natural tendency to prioritise the client's long-term success, recognising that deep trust is the strongest driver of sustainable commercial growth.
- Landscape Tech Literacy: A strong conceptual understanding of the differences between public, private, and hybrid cloud models, cybersecurity, and modern SaaS ecosystems.
- Commercial Scoping & Negotiations: Highly skilled at navigating corporate procurement processes and structuring multi-year service agreements smoothly and collaboratively.
- Data-Driven Account Planning: Ability to analyse client consumption data and health metrics to deliver proactive customer service, mitigate churn risks, and spot expansion windows.
The Expected Network
The candidate must bring an established, high-quality professional ecosystem to Opennetworks, characterised by:
- Corporate & Mid-Market Decision Makers: Direct access to South African IT directors, procurement managers, and business leaders who value premium customer service and long-term partnerships.
- Vendor Ecosystem Relationships: A healthy, respected footprint with key distributors, channel managers, or representatives at major local tech ecosystems (e.g., Google, Microsoft, AWS or ).
Required Experience & Qualifications
- Experience: 6+ years of proven success in B2B Technology Sales, Senior Account Management, or Senior Customer Success within the cloud, managed services, or premium SaaS sectors in South Africa.
- Track Record: Documented history of managing multi-million Rand portfolios, driving significant services growth, maintaining exceptionally low churn rates, and building long-lasting customer relationships.
- Education/Certifications: A relevant commercial, business, or IT degree is preferred. Foundational cloud literacy certifications (e.g., Cloud Digital Leader or generic cloud fundamentals) are an advantage. Specific GCP experience is not required; we train for platform depth.
Working Conditions & Location
- Travel Requirement: Willingness and ability to travel frequently (estimated 30%–40% of the time) within a set region for face-to-face client meetings, relationship-building workshops, and industry events.
- Work Arrangement: This role is based in Cape Town and requires a hybrid work model, with a minimum attendance of 3 days per week at the Cape Town office (Monday to Friday) and 2 remote working days.
Work Location: Hybrid remote in Claremont, Western Cape
