Client Success Manager, South Africa

Role Overview We are seeking a proactive and strategic Client Success Manager (CSM) to drive adoption, satisfaction, and growth across our client base in South Africa. This role is critical to ensuring the long-term success of our enterprise customers by helping them realize the full value of the Intent HQ platform. The ideal candidate will blend relationship management, technical understanding, and a data-driven mindset to support clients throughout their journey—from onboarding through to value realization and expansion. Key Responsibilities Client Success Strategy & Execution Develop and implement a comprehensive customer success strategy tailored to the South African market. Lead initiatives across onboarding, adoption, value delivery, renewal, and account expansion. Define and track customer success metrics, focusing on ROI realization and business impact. Client Relationship Management Act as the main day-to-day contact for assigned client accounts, ensuring a high level of satisfaction and engagement. Build and maintain strong multi-functional relationships across client stakeholders in business, marketing, technology, and data teams. Serve as a trusted advisor by deeply understanding clients’ commercial goals, challenges, and data maturity. Onboarding & Enablement Collaborate with the technical delivery and program delivery teams to ensure effective onboarding and setup. Design and deliver tailored onboarding programs that empower clients to adopt product efficiently and effectively. Play a key role in contributing to the South African localisation of the rights brands and nuances in the region for insights and opportunities to resonate with the market across industries. Use Case Design & Delivery Translate client goals into actionable use cases using Intent HQ's capabilities. Partner with internal Data Strategy, Data Science, and Program Management teams to deliver insights and measurable outcomes. Support the delivery of business reviews and client presentations, clearly articulating impact and next steps. Support & Advocacy Provide proactive, ongoing support to address client needs and build long-term advocacy. Respond promptly to client queries and coordinate internally for resolution. Promote new features and best practices to drive deeper engagement. Growth & Expansion Identify and drive upsell and expansion opportunities within existing and new target client accounts. Support the South Africa regional sales lead across the pre-sales process to identify commercial goals and related use cases for new target South African clients. Provide support in preparation and facilitation of sales discovery workshops and contribute towards the business case and proposal. Support the development and execution of account plans in collaboration with Client Partners. Feedback & Continuous Improvement Gather feedback from clients to inform product enhancements and internal…