Client Success Lead

About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success.

About the role

The Client Success Lead is responsible for leading the Client Success function, ensuring the retention, renewal, and growth of recurring revenue across the Enterprise client portfolio. The role provides leadership, direction, and oversight to the Client Success team, driving a consistent approach to customer engagement, value realisation, contract management, and customer satisfaction.

Working closely with clients and internal stakeholders, the Client Success Lead establishes best practices, monitors portfolio performance, identifies commercial risks and opportunities, and supports the team in building strong, trusted client relationships. The role is accountable for overall portfolio retention, contractual coverage, renewal performance, and the identification of growth opportunities that can be transitioned to Account Managers for closure.

In addition to leading the team, the Client Success Lead may be required to directly manage strategic or key client accounts, carrying the same responsibilities as a Client Success Manager where necessary. This includes oversight of account health, contract renewals, customer satisfaction, and value realisation.

This is a commercial leadership role measured on revenue retention, revenue under contract, renewal performance, customer satisfaction, and team effectiveness. While Account Managers remain responsible for quoting and closing new business opportunities, and Technical Services owns ticket handling and SLA delivery, the Client Success Lead ensures that customer insights, service performance trends, and commercial objectives are aligned to maximise customer lifetime value and long-term business growth.

Key Responsibilities:

Lead and Develop the Team

• Lead, coach and performance-manage the Client Success Managers, including recruitment, onboarding and development.
• Allocate client portfolios and balance workload across the team.
• Run weekly pipeline and portfolio reviews and hold the team to clear, measurable targets.

Manager Client Accounts

• Manage client accounts directly when required, such as key or strategic accounts, accounts left uncovered by a vacancy or leave, or during peak workload.
• Carry the full Client Success Manager responsibilities for those accounts: retention, contract coverage, renewals, value reviews, health and satisfaction, and growth sourcing.
• Use this hands-on work to keep team standards and coaching grounded in real client experience.

Retention, Contracts and Renewals

• Own revenue retention and contract coverage across the team portfolio, with at least 90% of managed recurring revenue in contract.
• Make sure every renewal starts 180 days before expiry and is signed on time, with the Account Manager building the quote.
• Lead the response to major churn or downgrade risks and agree save plans with Sales.
• Make sure what clients are billed matches what they contracted and receive.

Client Satisfaction and Service Governance

• Own how client satisfaction is measured across every engagement, not only surveys: by user, stakeholder, account, deal, project and incident.
• Run the regular service review with Technical Services and act on trends that affect client health.
• Manage client escalations through to resolution and make sure lessons are fed back.

Client Satisfaction and Service Governance

• Make sure every account has a value plan and an expansion plan, and that growth opportunities reach the Account Managers.
• Report portfolio health, retention, contract coverage, renewals and growth to the Executive: Sales and Client Success.
• Improve client success processes, playbooks and reporting in our CRM.

How Success is measured

• Revenue retention across the team portfolio, including any accounts you manage directly.
• At least 90% of managed recurring revenue in contract.
• Renewals signed on time.
• Growth opportunities sourced for the Account Managers.
• Client satisfaction trends across all engagements, and team performance and development.

What you will bring

• Leadership and team development expertise
• Strong commercial and revenue retention acumen
• Ability to build and influence executive-level relationships
• Data-driven decision-making and reporting capability
• Process improvement and operational excellence mindset

Minimum Requirements

• Grade 12 (Matric), minimum requirement
• Relevant Diploma or Degree in Business, Sales, Marketing related field (advantageous)
• At least 2 years leading a team (Essential)
• At least 5 years in customer success, account management or renewals in B2B technology, ICT or managed services, carrying a retention or revenue target.
• Customer Success, Account Management or Sales certification (advantageous)
• Experience in a managed services provider environment (advantageous).
• Renewals, contract governance or revenue assurance experience.
• ITIL 4 Foundation
• Zoho CRM