SYSPRO

Customer Success Enablement Manager

SYSPRO

full-time

Posted on:

Location Type: Hybrid

Location: Sunninghill • South Africa

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Design, implement, and continuously improve digital-first customer journeys and feedback channels across onboarding, adoption, value realization, and renewal.
  • Develop, monitor and moderate Community Forums
  • Build automated lifecycle programs (email, in-product messaging, webinars, content pathways) to serve customers at scale.
  • Create self‑service enablement resources that accelerate time-to-value and reduce friction, helping customers achieve outcomes, such as guides, videos, toolkits, and digital onboarding tracks.
  • Perform administrative duties across digital platforms for access & identity management, enabling journey orchestration & personalisation across customer journey touchpoints
  • Monitor customer health, usage patterns, and behavioural signals to trigger targeted engagement playbooks.
  • Use insights and feedback to optimize digital content, refine customer pathways, and identify improvement opportunities.
  • Collaborate with analytics & operational teams to interpret trends and measure the impact of digital programs.
  • Build strong, trust-based relationships with stakeholders to understand customer goals, success criteria, and challenges.
  • Advocate across the eco-system toward value realization, ensuring our solutions deliver measurable business outcomes.
  • Partner with Marketing to align lifecycle campaigns and ensure consistency across messaging channels.
  • Work with Product and Business Systems to integrate feature adoption campaigns and surface feedback on user behaviour.
  • Collaborate with Account Management and Support Services to unify digital and human engagement, ensuring consistency in tone and expectations.
  • Promote awareness and adoption of standard support offerings, ensuring employees, customers and partners know where and how to get help.

Requirements

  • Proven experience in Customer Success, Account Management, or advisory roles for SaaS or technology businesses.
  • Strong understanding of SaaS customer journeys and lifecycle automation.
  • Ability to manage complex customer journeys involving multiple stakeholders.
  • Focused on execution.
  • Influential, with excellent communication and cross-functional coordination skills
  • Collaborative. Solution-oriented mindset with experience working across teams.
  • Familiarity with CRM, automation platforms, product analytics and reporting tools.
  • Comfortable working with data to assess customer health and inform decision-making.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer journey designlifecycle automationdigital content optimizationdata analysiscustomer health monitoringengagement playbooksself-service enablementjourney orchestrationfeedback channel developmentcommunity forum moderation
Soft Skills
communicationcollaborationinfluentialsolution-orientedexecution-focusedrelationship buildingcross-functional coordinationstakeholder managementcustomer advocacyproblem-solving