Senior Manager - Customer Success.DataCo at MTN

Responsibilities

Strategic Customer Success Leadership

• Define and execute a Customer Success strategy aligned with MTN’s external data monetisation mandate and also that maximises adoption and commercial outcomes from DataCo’s geospatial and behavioral analytics products.
• Partner with executive leadership to embed customer-centricity into MTN’s commercial growth model and align client engagement models with MTN’s broader organisational mandate of capturing external data monetisation opportunities.
• Act as advisor to client CxOs, influencing digital transformation, AI adoption, on embedding data products into their digital, AI, and growth strategies.
• Position MTN as a trusted leader in Africa’s data economy through thought leadership, partnerships, and advocacy.

Onboarding & Adoption

• Design and oversee world-class onboarding frameworks that accelerate time-to-value for clients adopting DataCo solutions and ensure early ROI.
• Lead change management efforts to guide clients from siloed operations into integrated, AI-ready environments.
• Build tailored adoption roadmaps with clear ROI milestones to ensure product stickiness and client satisfaction.

Expansion & Monetisation

• Drive expansion opportunities (cross-sell, upsell, co-innovation) across geospatial, behavioural, and consulting portfolios.
• Collaborate with Product, Commercialisation, and Sales teams to link client success to commercial revenue outcomes.
• Enable external telcos and platform companies to responsibly monetise their own data assets.
• Industry Context, must be able to contextualise the data within the customer’s sector to tailor use cases per industry.

Client Advocacy & Industry Engagement

• Act as the voice of the customer within DataCo, ensuring client needs inform product development, roadmaps, and ecosystem partnerships.
• Lead Executive Steering Committees with strategic accounts, demonstrating measurable business impact and future potential.
• Champion thought leadership on geospatial and AI-driven analytics in industry forums to position MTN as a market leader.
• Actively identifies where MTN’s internal data assets can be leveraged to solve customer problems. Demonstrates the ability to connect customer pain points with available datasets eg. such as mobility, transaction, or activity data, and collaborates with Product and Technology teams to design implementable, value-creating solutions.

Operational Excellence & Governance

• Establish KPIs, frameworks, and dashboards to track adoption, retention, ROI, and revenue impact and growth from customer engagements.
• Ensure compliance with data governance, privacy, and regulatory frameworks, embedding trust as a cornerstone of DataCo’s client engagements.
• Drive operational discipline with a scalable engagement model for multi-market success.
• Build, mentor, and inspire a high-performing Customer Success team capable of managing strategic accounts across multiple geographies.

Customer Value Realisation & ROI Management

• Establish structured success plans linking adoption metrics to measurable commercial and operational ROI.
• Track business impact through quantifiable KPIs such as cost optimisation, customer retention uplift, or revenue expansion.
• Develop joint success frameworks with clients to validate and communicate value delivered through DataCo solutions.
• Demonstrates deep understanding of the products’ purpose and features, translating technical capabilities into clear customer outcomes.
• Guide clients in realising the full value of each product and to inform product-market fit insights internally.
• Advises customers on pricing structures and scaling paths that maximize both ROI and product adoption.
• Understand how pricing logic (modular pricing or bundled products) can improve cost efficiency eg. such as adding a new module that reduces a client’s blended cost while increasing measurable outcomes like churn reduction or customer acquisition.
• AI & Data Adoption Acceleration
• Partner with client technical teams to operationalise AI-ready data environments and predictive analytics use cases.
• Lead customer enablement programmes focused on data literacy, governance, and responsible AI deployment.
• Facilitate co-innovation sessions that convert proof-of-value (PoV) outcomes into production-ready deployments.
• Customer Health & Predictive Retention
• Implement advanced health-scoring models to identify risk, adoption patterns, and churn indicators early.
• Use data-driven insights to proactively engage clients, improving satisfaction and lifetime value.
• Institutionalise quarterly success reviews with executive stakeholders.
• Partner Co-Innovation & Ecosystem Engagement
• Drive joint innovation with hyperscalers, fintechs, and public-sector agencies aligned to MTN’s data-for-good initiatives.
• Build playbooks for co-branded solutions showcasing measurable impact.
• Strengthen participation in cross-industry data alliances and regional innovation hubs.

Operational Scalability & Excellence

• Standardise onboarding and engagement processes across OpCos for multi-market efficiency.
• Introduce digital success platforms and automation tools to manage client lifecycle at scale.
• Embed feedback loops from Customer Success into Product, Engineering, and Monetisation teams.
• Collectively establish Proof of Concept (POC) criteria with sales and product and align the customer’s success definition with what can be realistically achieved.

Qualifications

Education

• 4 year degree in Business Administration, Data/Technology Management, or Digital Transformation
• MBA preferred
• Additional certifications in AI, Data Commercialization, Customer Success Leadership, or Innovation Management advantageous.

Experience

• 5 - 8 years in Customer Success, Enterprise Account Management, or Strategy Consulting in data, SaaS, telco, or technology sectors.
• Proven track record of leading customer success strategies that delivered adoption, retention, ROI, and commercial growth at scale.
• Demonstrated ability to engage with senior stakeholders (Board/CxO level) and influence complex decision-making.
• Deep expertise in data monetisation, geospatial analytics, AI ecosystems, and digital transformation.
• Strong background in leading teams across multiple markets and cultural contexts.
• Proven experience leading enterprise Customer Success functions for data, AI, or SaaS solutions across multiple markets.
• Familiarity with data governance frameworks (POPIA, GDPR) and ethical AI practices in client engagements.
• Hands-on exposure to data platforms, APIs, cloud ecosystems (GCP, Azure, AWS), and analytics tools.
• Experience driving revenue expansion through success-led growth models (upsell, cross-sell, renewal).

Competencies

• Strategic Influence: Shapes board-level agendas and aligns client outcomes with MTN’s growth mandate.
• Commercial Acumen: Translates adoption and engagement into measurable commercial growth.
• Innovation Leadership: Champions AI-ready ecosystems, open data marketplaces, and customer-led growth models.
• Execution Excellence: Delivers onboarding, adoption, retention, and monetisation consistently across regions.
• Customer Advocacy: Embeds long-term client value creation while maintaining trust and compliance.
• Transformational Leadership: Inspires and scales high-performing teams across diverse markets
• Value-Engineering: Quantifies and communicates client ROI through data-driven business cases.
• Customer Insight Analytics: Uses adoption data and predictive metrics to inform engagement strategy.
• Change Leadership: Leads client transformation programmes integrating data, AI, and process modernisation.
• Relationship Governance: Balances advocacy with accountability, ensuring compliance and trust.
• Ecosystem Orchestration: Connects clients, partners, and MTN internal teams into cohesive success ecosystems.
• Practical Technical Understanding: Provides first-line technical guidance and knows how to distinguish against a client issue vs. platform issue.

Apply Before 12/31/2025