Customer Success Manager at RecruitMyMom

Job Description

• A leading export African beverage business is looking for a Senior Customer Success Manager to combines strategic leadership with hands-on account management. Working on a hybrid basis from the Somerset West office (3 days per week), you will define how their partners and trade customers experience their brands across the continent. This is a multifaceted position requiring equal parts commercial strategy, marketing creativity, and operational rigour.
• You will personally manage onboarding and engagement for key accounts while coordinating wider account management teams to ensure a consistent experience across all markets.

Key Responsibilities

• Own the customer success function across all markets, establishing a consistent rhythm covering onboarding, regular reviews, renewals, and escalations.
• Translate group strategy into market-level execution, tracking account health and engagement to ensure strong relationship growth.
• Develop and manage a group campaign calendar, planning and executing customer-facing initiatives including trade activations, loyalty, and education.
• Design and produce marketing collateral, including copy and creative direction for email, print, and digital channels.
• Personally manage a portfolio of key accounts, conducting end-to-end onboarding and engagement to drive retention and portfolio share.
• Coordinate distributed account manager teams, setting priorities, establishing cadence, and ensuring quality standards are met across territories.
• Maintain accurate partner records and activity data within the platform to demonstrate impact and track performance.

Requirements

• Proven commercial experience in customer success or account management, ideally within the beverage, FMCG, or hospitality sectors.
• Demonstrable experience managing end-to-end campaigns across multiple markets or accounts.
• Hands-on marketing and design capability, with the ability to concept, write, and produce polished collateral.
• Experience running email or mail campaigns using campaign software (e.g., Mailchimp, ActiveCampaign, HubSpot).
• Experience coordinating or leading distributed teams.
• Proficiency in using data platforms to track account health and report on performance.
• Excellent written and verbal communication skills in English.
• Strong organisational and project-management skills.
• Based in Somerset West or Cape Town.
• Willingness to travel frequently across markets.

Desirable Requirements

• Knowledge of or passion for the wine, spirits, or wider beverage industry (a recognised wine/spirits qualification is an advantage).
• Experience in hospitality, tourism, or beverage distribution.
• Familiarity with video creation, graphic design, or content tools.
• Experience working across African or emerging markets.