Overview
Customer Success Manager Jobs in City of Johannesburg, Gauteng, South Africa at Lulaworx
Title: Customer Success Manager
Company: Lulaworx
Location: City of Johannesburg, Gauteng, South Africa
Senior Client Success Manager
Company: Lulaworx
Location: Johannesburg, South Africa
Employment Type: Full-time
Seniority Level: Mid-Senior / Senior Individual Contributor
Function: Account Management, Customer Success, Client Delivery, Operations
Reports To: Head of Customer Success
Salary: Competitive / industry-related
About Lulaworx
Lulaworx helps Skills Development Providers and Employers deliver structured, compliant, and scalable workforce and skills development programmes. The business supports clients across payroll, compliance, tax incentives, host placements, funded accredited training, HR, reporting, digital systems, and project coordination.
Lulaworx is powered by Lulaway, one of South Africa’s largest youth employment organisations, with over 15 years of experience, thousands of placements, more than 100 employer partners, and extensive public and private sector funded project experience.
About the Role
We are looking for an experienced Senior Client Success Manager to support the day-to-day management and execution of the account management function at Lulaworx.
This role will report directly to the Head of Customer Success and will play a key role in ensuring that clients are properly onboarded, well managed, consistently updated, and supported throughout the full project lifecycle.
The Senior Client Success Manager will work closely with clients, the Head of Customer Success, business development, operations, payroll, compliance, document collection, finance, administration, and other internal and external delivery teams to ensure that projects continue moving forward according to agreed timelines and requirements.
This is an execution-focused role suited to someone who is highly organised, client-facing, commercially aware, operationally strong, and comfortable managing multiple client accounts, deadlines, documents, stakeholders, and project requirements at the same time.
Key Responsibilities
The Senior Client Success Manager will be responsible for:
- Managing the day-to-day relationship and communication with assigned client accounts.
- Supporting the Head of Customer Success in delivering a structured, professional, and consistent client experience.
- Overseeing client onboarding, implementation planning, project scoping, and account setup.
- Ensuring clients understand Lulaworx processes, timelines, documentation requirements, payroll requirements, compliance requirements, and monthly submission deadlines.
- Coordinating with internal teams across operations, payroll, compliance, document collection, finance, administration, product, and leadership.
- Following up with clients to ensure learner data, documentation, payroll information, funder agreements, bank statements, and other required records are submitted accurately and on time.
- Tracking outstanding actions, risks, blockers, dependencies, and client commitments across assigned accounts.
- Preparing and maintaining client trackers, onboarding plans, status updates, meeting notes, action logs, and account documentation.
- Ensuring that internal teams have the client information, documentation, data, and context required to execute effectively.
- Identifying documentation gaps, data quality issues, compliance concerns, timeline risks, and process delays early.
- Proactively identifying and escalating risks, delays, client concerns, and delivery issues to the Head of Customer Success and key client contacts in a structured and timely manner.
- Ensure that projects move forward with good momentum and according to agreed timelines.
- Supporting regular client check-ins, feedback sessions, status meetings, and reporting updates.
- Managing client concerns and queries professionally, calmly, and with strong follow-through.
- Helping identify opportunities to improve the client experience, shorten onboarding timelines, and make account management processes more efficient.
- Identifying potential upsell or account growth opportunities and escalating these to the Head of Customer Success or relevant leadership team.
Required Skills and Experience
The ideal candidate should have:
- Experience in account management, customer success, client success, implementation coordination, project coordination, operations, or client delivery.
- Experience working with clients and internal delivery teams in a structured service environment.
- Strong project coordination and administrative execution skills.
- Strong written and verbal communication skills.
- The ability to manage multiple client accounts, timelines, documents, follow-ups, and competing priorities.
- Strong stakeholder management skills, both internally and externally.
- Excellent attention to detail and follow-through.
- The ability to create structure, trackers, action logs, and clear communication in busy or ambiguous environments.
- The ability to manage pressure, urgent requests, and shifting priorities professionally.
- A client-focused mindset with a strong sense of ownership and accountability.
- The confidence to hold clients and internal teams accountable in a professional and respectful way.
- Experience using project management, CRM, task management, or client tracking tools.
Advantageous Experience
Experience in any of the following areas would be highly advantageous:
- Payroll, HR, workforce management, learnerships, internships, tax incentives, SETA-related programmes, or compliance-heavy environments.
- Working with large learner, employee, or participant populations.
- Document collection, onboarding, data collection, or administrative process management.
- Client relationships where timelines, compliance, documentation, and operational execution are critical.
- Working in a fast-moving, high-pressure, or operationally complex business.
- Supporting funded training, skills development, youth employment, or workforce development programmes.
- Preparing client reporting packs, status updates, project trackers, or implementation plans.
What Success Looks Like
Success in this role means ensuring that assigned client accounts are well managed, clients are kept properly informed, project requirements are clearly tracked, outstanding items are followed up on, risks are escalated early, and internal teams have what they need to deliver to ensure projects are delivered within an agreed scope and timeline.
A successful Account Executive will help reduce delays caused by poor communication, unclear ownership, missing documents, or missed follow-ups. They will bring order, momentum, accountability, and structure to day-to-day client delivery.
Ideal Candidate
This role is suited to someone who enjoys being close to the detail, takes pride in excellent follow-through, communicates clearly, and can manage clients confidently without needing constant supervision.
The ideal candidate will be calm under pressure, highly organised, proactive, professional, and comfortable working across multiple teams and stakeholders. They should enjoy solving operational problems, keeping projects moving, and ensuring that clients receive a high-quality experience throughout the full project lifecycle.
