Scaled Customer Success Lead

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Scaled Customer Success Lead in South Africa.

We are seeking a dynamic Scaled Customer Success Lead to shape and expand how enterprise clients achieve meaningful outcomes at scale. In this role, you will combine direct customer engagement with scalable programs to drive adoption, value realization, and retention across multiple markets. You will partner closely with cross-functional teams, translating customer insights into repeatable playbooks and processes while ensuring seamless collaboration between Product, Sales, and CS operations. This position offers the opportunity to influence the customer experience at a strategic level while working in a fast-paced, innovative environment where creativity, data-driven thinking, and proactive problem solving are highly valued.

• Own value delivery for a large, multi-market portfolio, ensuring clients achieve key milestones through a combination of direct engagement and scalable initiatives.
• Design and run 1:few and 1:many customer programs, including office hours, webinars, and adoption-focused sessions.
• Partner with Account Leads to align scaled customer success programs with renewals, expansions, and strategic business objectives.
• Define persona-based success patterns and translate insights from your book of business into playbooks and enablement assets for the broader customer base.
• Collaborate cross-functionally with Product, CS Ops, Growth, Services, Sales, and Support teams to deliver a seamless and consistent customer experience.
• Monitor program effectiveness using usage data and customer feedback, continuously optimizing for adoption, retention, and value delivery.
• Identify risk signals and implement multi-channel mitigation strategies to proactively address adoption gaps.
• Maintain deep knowledge of the product and AI ecosystem to provide strategic guidance and thought leadership to customers.

• 5+ years of experience in account management, customer success, or strategic partnerships, ideally within SaaS or marketing technology environments.
• Proven success delivering value to enterprise customers using scalable models beyond traditional 1:1 engagement.
• Demonstrated ability to design, execute, and iterate customer programs such as webinars, office hours, and enablement initiatives.
• Strong analytical skills, comfortable leveraging usage data and customer feedback to improve outcomes.
• Native-level fluency in English; additional French-language skills highly valued.
• Excellent communication, facilitation, and stakeholder management abilities, with confidence engaging large and diverse audiences.
• Highly collaborative with experience working across Product, Sales, CS Ops, Growth, and Services teams.
• Systems-oriented thinker capable of identifying patterns, documenting learnings, and translating insights into repeatable processes.
• Startup ready mindset with a bias toward action, comfort with ambiguity, and enthusiasm for building scalable solutions from the ground up.
• Experience with AI-driven platforms, marketing technology stacks, or complex SaaS products is a strong plus.

• Opportunity to shape customer success strategy at a rapidly growing AI marketing platform.
• Remote first role with flexibility to work across multiple markets and teams.
• Exposure to high impact projects with enterprise clients and cross functional collaboration.
• Direct contribution to scalable programs and initiatives that influence organizational strategy.
• Work within an innovative, high performing team where your contributions are visible and valued.
• Career growth opportunities as the business scales, with mentorship and professional development support.

We use an AI powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.