Customer Success Manager - South Africa

SenseOn has been operating for nearly 10 years and our newest solutions are redefining cybersecurity by blending AI-driven intelligence, autonomous investigation, and seamless integration to protect organisations more efficiently and effectively. We are growing fast and we are adding to the Customer Success team to provide our customers a better service so they continue to value our broad range of solutions to meet their needs.

We pay for success and you have the ability to exceed your variable bonus target.

We're looking for a strategic and results-driven Customer Success Manager to own and grow our midmarket customer portfolio at SenseOn. In this role, you'll be the trusted advisor to our customers, driving adoption, expansion, and long-term value while ensuring they achieve their security objectives with our platform. There is an opportunity for your professional growth as SenseOn succeeds, which can include managing a team in the future or managing

enterprise-level accounts.

Requirements

Account Management & Growth

• Own the full customer lifecycle for midmarket accounts of an initial assigned territory of 20 accounts contributing £1m ARR, from onboarding through renewal and expansion. As you succeed, your territory will continue to grow, with a more complex type of customers you manage 
• Create and execute comprehensive account plans that meet customer goals, identify account growth opportunities, track progress, and drive strategic outcomes. With this, you will be trained in depth on our product capabilities, including the future product vision, as well as our services that support customer usage.
• Be directly accountable for retention, growth, and activation targets across your midmarket territory
• Maintain a minimum Gross Revenue Retention (GRR) across your portfolio, contributing to the company GRR target
• Drive Net Revenue Retention (NRR) through upsells, cross-sells, and expansion into new use cases

Customer Success Account Strategy

• Define and execute a scalable strategy for account success, aligned with global Customer Success goals and best practices
• Proactively monitor customer health signals, product adoption metrics, and usage patterns to identify risks and opportunities early
• Conduct regular business reviews with key stakeholders, demonstrating ROI and aligning on future success milestones
• Drive product adoption by understanding customer workflows, pain points, and objectives, then mapping SenseOn capabilities to their needs

Risk Management & Value Realisation

• Proactively identify and mitigate churn risks through health score monitoring, engagement tracking, and early intervention. Work with the Director, Customer Success to incorporate new tools that monitor breadth and depth of usage and signals indicating change in usage.
• Implement targeted retention strategies for at-risk accounts, collaborating with internal teams to address concerns before they impact renewals
• Ensure customers realise maximum value from their investment by driving feature adoption, sharing best practices, and facilitating training
• Maintain accurate renewal forecasting and provide visibility into pipeline health and risk factors

Cross-Functional Collaboration

• Partner closely with Sales, Support, Product, Engineering, and other teams to deliver a unified and exceptional customer experience
• Champion the voice of the customer internally, translating feedback into actionable insights that drive product and process improvements
• Collaborate with internal stakeholders to co-create solutions that accelerate customer success and business growth
• Influence internal product and operating strategy by representing the needs, challenges, and opportunities of your accounts in planning discussions

Performance & Continuous Improvement

• Monitor and analyse key metrics, including churn, NRR, GRR, product adoption, customer health scores, and engagement levels
• Identify trends and patterns across your portfolio to inform strategic decisions and process optimisations
• Foster a culture of accountability, ownership, and continuous improvement in how we serve customers
• Document and share learnings, best practices, and playbooks to elevate the broader team's capabilities

What Success Looks Like

• Improve GRR across your portfolio with minimal logo churn. We are working towards best-in-class on this and other KPIs.
• Strong NRR performance driven by expansion revenue and increased product adoption
• High customer satisfaction scores and active customer advocacy
• Healthy pipeline of renewal and expansion opportunities with accurate forecasting
• Measurable product adoption improvements across your accounts
• Proactive risk management with early identification and resolution of concerns

Who You Are

• Experienced in B2B SaaS customer success, account management, or customer-facing roles - Mandatory
• Come from a cybersecurity background, either technical, account management or customer success - Mandatory
• Data-driven with strong analytical skills with previous experience in growing metrics such as GRR, NRR, churn, and customer health scores
• Strategic thinker who can develop account plans while executing tactical day-to-day activities
• Excellent communicator who can build relationships with technical and business stakeholders at all levels
• Proactive problem-solver with a track record of preventing churn and driving growth
• Collaborative team player who works effectively across functions to deliver results
• Passionate about customer outcomes and continuously improving the customer experience

Benefits

Benefits

• Competitive salary
• Unlimited holiday allowance
• Learning and development investment (certs, conferences, etc)
• A Mac laptop
• Enhanced pension
• Private healthcare with vitality offering rewards and discounts from Amazon Prime to Gym Membership

Belong at SenseOn:

At SenseOn, we define Talent as employees who are :heart: customer obsessed, :star2: pursuing excellence. They are :lion_face: courageous, good people, doing good things, powering our :rocket: rocketship. If this resonates with you, then you will always belong. Nothing else matters. We are an Equal Opportunity Employer and do not discriminate against any qualified employee or applicant. Difference is what makes us stronger.