Customer Success Associates Team Lead

TL;DR

Customer Success Associates Team Lead: Guiding and developing a team of Customer Success Associates to ensure high-quality onboarding and exceptional customer experiences with an accent on team performance management and coaching. Focus on representing the voice of the customer to internal stakeholders, driving process improvements, and utilizing data insights to foster team excellence.

Location: Hybrid role based in Cape Town

hirify.global is a rapidly growing EdTech scale-up dedicated to revolutionizing learning through its award-winning authoring tool.

What you will do

• Own the performance and KPIs of the Customer Success Associates team
• Coach team members to maximize potential through data insights and session reviews
• Conduct regular 1:1s, performance reviews, and feedback sessions
• Set and maintain high standards for customer interactions, onboarding quality, and CRM hygiene
• Act as an escalation point for complex customer issues and address performance gaps
• Represent the voice of the customer by providing actionable product and strategy insights

Requirements

• Bachelor’s degree or higher
• 1–2 years of experience leading or managing a team in a customer-facing environment
• Strong coaching and data-driven performance improvement skills
• Excellent communication and presentation abilities
• Native-level English proficiency
• Proactive and solution-oriented approach

Culture & Benefits

• High-impact leadership opportunity in a fast-growing international scale-up
• Collaborative environment with a team of 40+ nationalities
• Continuous professional learning and hands-on experience with AI tools
• Clear growth trajectory into more senior leadership roles