About the position
CLIENT SUCCESS MANAGER (BASED IN JHB OR CT)
Global Payments Infrastructure Firm
As the strategic advisor and primary point of contact for some of our client’s largest enterprise clients (account size of $100k+ per month), you will manage relationships at all levels of our global client base, including executives, middle-layer management, and operational team members.
- You will work closely with various internal teams, such as sales, marketing, support, product managers, engineering, and our c-suite, to direct our business efforts and build world-class partnerships with our clients
- The ideal candidate is an independent, high-achieving individual, able to stand out in an entrepreneurial environment and excel through self-motivation and personal drive. You have exceptional interpersonal skills, naturally, take initiative, and use first principle thinking to solve problems.
- This is an opportunity to work at one of Africa’s leading fintech scale-ups in a role that is highly strategic.
Is industry experience important for this position?
- Not necessarily - however you do need to have:
- Strong indication of ability to manage and build strategic relationships
- Analytical foundation
- Indication of first principles problem-solving
- Payments experience would be an advantage but not a
Timeframe to hire:
Business GoalWhat is the business need for opening this role? (new headcount /backfill)
How does this role impact the business?
- Strategic hire who will take full ownership of the existing revenue and growth of revenue of the enterprise clients at Stitch
Who will this new hire work most closely with? Who will they work with cross-departmentally? Please name key individuals.
- Our enterprise clients
- Sales, marketing, legal, client solutions, support, product managers, finance and exco
What are the non-negotiable qualifications, skills, personality traits, and experiences must this person have?
Qualifications&Experience
- Bachelor?s degree or equivalent work experience
- 5 years? experience in a management consulting, investment management, product management or related field
- Commercial and sales acumen; ability to understand business drivers and deliver business value
- Outstanding analytical skills and a data-driven approach to decision-making
Leadership & Strategic Capabilities
- A strategic thinker with excellent project management skills
- Credibility and experience engaging with ExCo and senior leadership
- Strong stakeholder management skills, with the ability to influence across levels
- Exceptional communication skills and negotiation techniques
- Thrives under pressure and adapts well to fast-paced or high-demand environments
Interpersonal Strengths
- High EQ with a people-driven mindset
- Charismatic, energetic, and capable of building trust and influence
- Customer-oriented and able to establish robust relationships with the assigned customer base
- A team player who loves working with diverse groups and people
Mindset & Work Style
- Self-starter with an entrepreneurial mindset and ability to operate autonomously
- Dynamic and adaptable in response to changing requirements
- Manages multiple opportunities and priorities concurrently with composure
Logistics
- Willingness to travel 30% of your time (but can be based in JHB or CT?
What skills are coachable or nice-to-have?
- Analytical/statistical background
- Previous experience in the payment space in South Africa or other global companies
- Good knowledge of today?s major e-commerce and payment technologies, players, and trends
What is the role scope and responsibilities?
Client Success & Retention
- Own the end-to-end client journey from the point of signature, ensuring long-term success and strong retention outcomes across all relevant offerings
- Build high-touch, consultative relationships with enterprise clients and teams at all levels, driving strategic stakeholder engagement initiatives
- Map and execute client-specific success plans to develop and maintain strong partnership capital, maintaining regular, value-driven engagement with client stakeholders
- Continuously pursue account development opportunities by proactively identifying client needs and deepening strategic alignment
Commercial Growth: Adoption, Upsells & Cross-Sells
- Analyse client performance, product usage, and commercial trends to identify, recommend, and execute high-impact expansion opportunities
- Ensure consistent product adoption by monitoring transaction volumes, user engagement, and pulling levers to improve utilisation where necessary
- Leverage a data-driven approach to understand where value is being generated and where product adoption can be improved
- Identify opportunities to drive new revenue growth using up- and cross-selling
Product Performance & Strategic Enablement
- Deliver strategic expertise and product education throughout the client lifecycle, supporting confident and effective usage of Stitch?s solutions
- Monitor and report on product performance within client environments, identifying blockers to usage or value and escalating where appropriate
- Understand Stitch?s products, services, and partner ecosystem deeply in order to proactively meet client needs and offer impactful solutions
- Guide clients in optimising their Stitch implementation, identifying integration opportunities and advising on product-fit best practices
Service & Support Excellence
- Oversee support and service-level adherence across accounts, ensuring timely resolution of technical issues and coordination with the Support and Integration teams
- Proactively track client tickets, queries, and escalations — ensuring internal stakeholders are aligned and responsive
- Take a proactive and responsive approach to client service and problem-solving, embedding a high-touch, always-on mindset
Cross-Functional Collaboration
- Collaborate with internal teams ?Sales, Legal, Integration, Product, Support, Finance, Data, Fraud, CSuite) to ensure a best-in-class client experience
- Act as a central point of coordination across teams to align on client strategy, product delivery, and issue resolution
- Effectively manage internal stakeholders to align on priorities and resource planning that supports client success
Desired Skills:
- Client Relations
- Client Retention
- Commercial Acumen
- Sales
- Technology
