As a Senior Customer Success Manager at OpenNetworks, you'll build and maintain strong relationships with enterprise clients, ensuring their needs are met and driving growth. This role requires a blend of technical knowledge and customer advocacy to transform client interactions into strategic partnerships.
Collaborative and customer-focused, with a strong emphasis on building long-term relationships.
At Opennetworks, the Senior Customer Success Manager (CSM) is a high\-impact, relationship\-driven, and commercially astute leader. You will be responsible for protecting, nurturing, and expanding our most critical asset: our enterprise client relationships. The Senior CSM acts as the ultimate **"Owner of the Client’s Journey"** across our diverse ecosystem of Cloud Services, Google Workspace, Microsoft Office 365, and monday.com. Moving beyond transactional account management, this role focuses heavily on **delivering world\-class customer service**, building deep\-rooted trust, and **driving strategic services growth** across both existing accounts and new enterprise opportunities. The ideal candidate possesses deep tech\-landscape literacy, a passion for customer\-centric advocacy, and the strategic capacity to navigate complex corporate IT infrastructures. **Key ResponsibilitiesRelationship Excellence \& Customer Service** * **Trusted Advisor Status:** Build deep, long\-term, trusted relationships with clients, moving Opennetworks from a "vendor" to an indispensable strategic partner. * **Exceptional Customer Service:** Act as the ultimate escalation point and advocate for the client, ensuring their operational and strategic needs are met with unmatched responsiveness and care. * **Proactive Engagement:** Conduct regular, high\-touch check\-ins and strategic business reviews to deeply understand changing client needs and ensure ongoing satisfaction. **Enterprise Services \& Revenue Growth** * **Services Expansion Strategy:** Drive the adoption of Opennetworks' professional and managed services, identifying opportunities to wrap deep technical value around core software licensing. * **Net Revenue Retention (NRR):** Secure and expand revenue across the assigned enterprise portfolio through strategic multi\-product cross\-sells and services upsells. * **Lifecycle Management:** Safely guide new and existing clients through the entire lifecycle—from onboarding alignment to complex Master Services Agreement (MSA) structuring, annual renewals, and true\-ups. * **Quota Attainment:** Consistently meet or exceed quarterly targets for services growth, software expansion, and customer retention. **Stakeholder Alignment \& Relationship Mapping** * **C\-Suite Engagement:** Partner closely with Chief Information Officers (CIOs), Chief Technology Officers (CTOs), and Procurement Directors to align Opennetworks’ services with their long\-term business goals. * **Strategic Collaboration:** Work hand\-in\-hand with our specialised Customer Success Managers (CSMs). While they drive daily platform adoption, you leverage that success to deepen the commercial relationship and introduce advanced service offerings. * **Internal Alignment:** Coordinate closely with Solutions Engineers for technical scoping, and collaborate with Finance and Legal teams to ensure smooth, client\-friendly contract execution. **Ideal Skillset \& Profile** A successful Senior CSM at...
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