Client Success Manager

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 Manager is responsible for protecting and growing recurring revenue across a portfolio of existing Enterprise clients. The role focuses on driving client retention, managing contract renewals, maintaining contractual coverage, and ensuring clients realise measurable business value from the solutions and services they have invested in.

Working closely with clients and internal stakeholders, the Client Success Manager builds trusted relationships, identifies commercial risks and growth opportunities, and proactively manages the overall health of each account. While Account Managers remain responsible for quoting and closing new business opportunities, the Client Success Manager is accountable for sourcing growth opportunities, securing renewals, and maximising customer lifetime value.

This is a commercially focused role, measured on revenue retention, revenue under contract, renewal performance, customer satisfaction, and growth opportunities generated. Day-to-day ticket management and SLA delivery remain the responsibility of the Technical Services team, with service performance data serving as an important input into account health, value realisation, and client engagement strategies.

Key Responsibilities:

Retention, Contracts and Renewals

• Own revenue retention across the portfolio.
• Keep at least 90% of the recurring revenue you manage under a current, signed contract, and turn expired or month-to-month services into signed renewals.
• Run every renewal from 180 days before expiry: renewal plan and value case, with the Account Manager building the quote, through to signature.
• Spot churn and downgrade risk early and agree a save plan with the Account Manager.
• Make sure what clients are billed matches what they contracted and receive

Expansion

• Review the growth opportunity in every account each quarter and build an expansion plan.
• Identify and qualify add-on, upgrade and new-service opportunities, and hand them to the Account Manager to close.
• Bring technology roadmap recommendations from our Fractional CIOs to the Account Manager as opportunities.

Value and Adoption

• Run value reviews and quarterly business reviews that show clients the business value of their services.
• Drive adoption of what clients bought, so the renewal case is clear.
• Build relationships with executive sponsors and decisionmakers

Client Health and Satisfaction

• Keep a monthly health score for every account.
• Track client satisfaction across every engagement, not only surveys.
• Follow up unhappy clients within five working days and agree recovery plans for at-risk accounts.

How Success is measured

• Revenue retention across the portfolio.
• At least 90% of managed recurring revenue in contract.
• Growth opportunities sourced for the Account Managers.
• Renewals signed on time.
• Value reviews held at the agreed cadence, health scores kept current, and risks acted on quickly

What you will bring

• Strong commercial and business acumen
• Contract renewal and negotiation expertise
• Ability to build and maintain executive-level relationships
• Data analysis and reporting capability
• High level of accountability, ownership and proactive execution

Minimum Requirements

• Grade 12 (Matric), minimum requirement;
• Relevant degree or diploma in IT or Engineering (Advantageous)
• At least 3 years in customer success, account management or renewals in B2B Tech
• ITIL 4 Foundation (Advantageous)
• Tender and bid experience.

Experience in a managed services provider environment (Advantageous)