Customer Success Manager

Location: South Africa
Rate, USD: Not specified
Work schedule: Full Time,
Links
Language skills: English, Spanish
Available for Hire: Yes

About me

I am a Customer Success Manager with over 10 years of experience leading high-touch, high-growth client journeys across coaching, education, and service-based businesses. My approach combines deep relationship-building with systems thinking, supporting clients from onboarding through renewal while optimizing for retention, upsell, and long-term outcomes. I am passionate about leveraging AI, automation, and cross-functional collaboration to deliver scalable results in fast-moving environments. My core competencies include client onboarding and engagement, customer retention and re-engagement, and upsell and renewal conversations. I have a strong background in CRM and workflow systems, along with excellent cross-functional communication skills. I am committed to driving success for my clients and ensuring they achieve their desired outcomes.

Professional area

Customer Support Management & Operations

Skills

Customer Retention Customer Success Project Management Technical Support

Education

July 2025 Fundamentals & Advanced Concepts @ Customer Success University
Jan 2025 Inbound Sales Certification @ HubSpot Academy
Feb 2025 Foundations of Project Management @ Coursera
Dec 2005 High School Diploma @ Roedean School (South Africa)

Experience

Aug 2022 – Nov 2024 Customer Success Partner & Strategic Account Manager @ Freelance: Managed full client journey across sales, onboarding, engagement, and retention for high-ticket coaching programs & marketing agencies. Conducted daily 1:1 accountability check-ins via Zoom and Loom. Collaborated cross-functionally with sales and ops to align service delivery and client outcomes.
Mar 2018 – Present Senior Transcriber @ Rev: Maintained 99%+ accuracy on high-volume deliverables under tight deadlines. Collaborated across remote teams to ensure consistent, client-ready output.
Jan 2014 – Oct 2017 Virtual Executive Assistant to Managing Director @ Tswelopele Unlimited: Oversaw full client lifecycle, from acquisition through retention. Synthesized sales intelligence and managed back-end ops for growth and service excellence. Balanced high-touch communication with operational systems to support scale.
Jan 2010 – Aug 2011 Spanish Technical Support Specialist @ IBM: Delivered multilingual support across Tier-1 issues for global clients. Authored internal documentation and streamlined ticket resolution flows.
Dec 2008 – Dec 2009 Spanish Network Support Agent @ Sykes Enterprises: Provided Tier-1 and Tier-2 technical support for consumer internet clients. Developed SOPs for common escalations and earned multiple ‘Employee of the Month’ awards.
Jan 2007 – Apr 2008 Client Success & Service Optimization @ RCI Group: Managed vacation member journeys and improved repeat service metrics. Reduced issue recurrence through pattern spotting and cross-team collaboration.
Mar 2006 – Dec 2006 English Second Language Teacher @ Bridge-Linguatec: Designed outcome-focused curriculum and student progress tracking. Used qualitative and quantitative feedback to personalize learning experiences. Created structured learning experiences with clear success metrics and continuous feedback loops.