Customer Success Consultant

Location: Pretoria

Our client, an established South African education technology company, builds a school management platform used by schools across South Africa and a growing number of African markets. They are looking for a Customer Success Consultant to own the relationship with a portfolio of their schools and help lift their customer success practice.

About the Role

You will be the named point of accountability for every school in your portfolio: driving adoption, retention, renewal and expansion through proactive, customer-led engagement. The approach is deliberate: stabilise the relationship first, then retain it, then grow it. You will pass well-qualified, nurtured leads to Sales. The role reports to the Team Lead: Customer Success.

Key Responsibilities

• Keep a proactive engagement cadence with every school in your portfolio, including structured reviews for high-touch accounts.
• Build relationships with principals, heads of department, bursars and school governing bodies.
• Monitor usage and health data, spot adoption gaps and run targeted training and education sessions.
• Own net revenue retention for your portfolio: manage renewals from month 10 and act on churn risk early.
• Identify and run cross-sell and upsell conversations once a school is stable, and hand nurtured leads to Sales.
• Keep Zoho CRM records accurate and report weekly on engagement, health scores and expansion pipeline.
• Visit schools on site, typically around eight hours a week.

Requirements

• Matric (a diploma or certificate in business, sales or customer relationship management is an advantage).
• 2 to 4 years in a customer-facing role in customer success, account management, sales or client services in a SaaS or technology environment.
• Experience with retention, renewal and expansion conversations, and managing multiple accounts at once.
• Comfortable with data: usage reports, adoption metrics and health scores.
• Strong written and verbal communication, and the commercial sense to frame value.

Advantageous

• Zoho CRM, Desk or Projects.
• Knowledge of South African school operations, CAPS and NSC.
• Afrikaans or another South African language.
• Familiarity with QBR frameworks and sales qualification methods such as BANT or MEDDIC.

What's on Offer

• A market-related package.
• A role where customer success method from outside education is valued, and where you can help lift how the team works.
• Visible impact on how schools run.

Our client will not consider candidates who have already applied to them directly.

If you do not hear back from us within one month, please consider your application unsuccessful. Due to the high volume of applications we receive, we are unable to respond to each applicant individually.