Lead Customer Success Manager (AI)

TL;DR

Lead Customer Success Manager (AI): Managing strategic customer relationships and driving adoption of AI-powered contact center solutions with an accent on value realization and ROI. Focus on bridging technical capabilities with business outcomes to ensure long-term customer loyalty and platform growth.

Location: Remote (South Africa). Travel up to 25–30% is expected to support customer visits and executive engagements.

Company

A global innovation powerhouse and market leader in AI, cloud, and digital customer experience software used by 25,000+ businesses worldwide.

What you will do

• Act as the single point of ownership for customer success across a portfolio of high-complexity enterprise accounts.
• Drive adoption and value realization of AI-driven capabilities by connecting technology to business outcomes and ROI.
• Develop trusted-advisor relationships through regular success reviews and a deep understanding of customer operations.
• Collaborate with Technical Support, Professional Services, Product, and Engineering teams to ensure issues are resolved within SLAs.
• Proactively manage customer health, mitigate risks, and handle escalations to maintain high NPS.
• Support customers through go-live and post-go-live phases to build confidence and platform maturity.

Requirements

• Bachelor’s Degree in Computer Science, Business Information Systems, or equivalent work experience.
• 6+ years of experience in Customer Success, Technical Account Management, or Service Delivery within SaaS or telecommunications.
• Strong ability to translate technical and AI-driven capabilities into business value.
• Proven experience managing multiple high-touch enterprise accounts simultaneously.
• Must be based in South Africa.
• Excellent verbal and written communication skills and proficiency in Microsoft Office.

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• Understanding of networking, VoIP, TCP/IP, SIP signaling, and telecommunications architecture.
• Familiarity with databases, SQL concepts, or scripting fundamentals.
• Experience with AI, analytics, automation, or digital CX technologies.
• Dutch language skills.

Culture & Benefits

• Opportunity to work in a fast-paced, collaborative, and creative environment with a market-disrupting global company.
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• Culture of high standards and ambition, working alongside a team of the "best of the best."