Group Customer Success Director

Title: Group Customer Success Director

Reports To:  Chief Revenue & Customer Officer (CRCO)

Location:  Johannesburg / Durban (South Africa)

Role Level:   Senior Leadership (Tier 2 Leadership Portfolio)

About the Role

The Group Customer Success Director leads our customer fulfilment teams across multiple territories to deliver operational excellence and client growth. Reporting directly to the Chief Revenue & Customer Officer and Group CEO, this role drives a tech-enabled, scalable operating model that enhances customer retention, improves fulfilment efficiency, and meets Point Group's revenue and profitability targets.

You will lead regional Client teams, align commercial financial models with Service Level Agreements (SLAs), and build client partnerships across our footprint in Africa and the Middle East.

Key Performance Areas (KPAs)

• Fulfilment Excellence & Scalability: Lead a tech-enabled fulfilment engine; drive repeatable processes to improve order accuracy, on-time delivery, and capacity management.
• Strategic Planning & Stakeholder Engagement: Develop the customer success vision, build client engagement strategies across regions, and manage customer lifetime value (CLM) playbooks.
• Client Retention & Commercial Growth: Drive account retention, lead Quarterly Business Reviews (QBRs), resolve escalations, and identify cross-selling and volume growth opportunities.
• Commercial & Operational Governance: Implement Standard Operating Procedures (SOPs), ensure client contract compliance, and partner with the CCO on annual budgets and forecasts.
• Team Leadership & Talent Development: Lead, coach, and retain customer success teams, setting clear KPIs, development plans, and succession pipelines.
• Market Intelligence & Risk Compliance: Conduct market and competitor analysis, identify delivery trends, and coordinate with legal to mitigate operational and contractual risks.

Key Performance Indicators (KPIs)

• Client Health & Advocacy: Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) across accounts.
• Fulfilment Performance: 100% on-time, in-full (OTIF) delivery and high order-accuracy rates.
• Commercial & Account Growth: High client retention rates, minimal churn, and organic volume growth on key client budgets.
• Service Delivery: Fast resolution of client escalations and compliance with contract SLAs.

Qualifications, Experience & Competencies

• Education: Grade 12 required; an Honours degree in Business, Commerce, or a related field is advantageous. Post-graduate executive qualifications (MAP, MDP, or Business Management Diplomas) are an advantage.
• Experience: 5 to 10 years of progressive customer success or operational leadership experience in professional services or related sectors. A track record managing client accounts as a Client Director (or similar tier) within a multinational matrix environment is strongly preferred.
• Commercial Acumen: Strong background in client contract governance, financial modelling, SLA enforcement, and operational forecasting.
• Leadership & Mindset: Proven ability to lead cross-functional, multi-market teams under pressure, with strong problem-solving, stakeholder negotiation, and high emotional intelligence.
• Values: Embody the core values of People, Courage, Trust, Integrity, Excellence, and Innovation.