Description:
An opportunity has become available for a Manager – Customer Success & Cross-Sell/Upsell in our Merchant division based in Gauteng
Purpose of the position:
To lead the Customer Success and Cross & Upsell teams in delivering exceptional value to the existing merchant base through proactive retention, product adoption, and wallet share expansion. This role ensures the strategic alignment of both teams to drive merchant lifetime value, minimize churn, and grow revenue from the base.
Duties and Responsibilities,but not limited:
Team Leadership & Performance:
Lead, coach, and develop the Customer Success and Cross & Upsell teams- Set clear goals, KPIs, and performance standards- Foster a culture of ownership, collaboration, and merchant obsession
Retention & Engagement Strategy:
Design and oversee strategies to monitor risk, prevent churn, and build loyalty- Ensure regular merchant engagement through lifecycle campaigns, check-ins, and product usage coaching
Cross-Sell & Upsell Execution:
Oversee targeted campaigns to increase product penetration- Collaborate with Marketing and Data teams to develop campaigns and sales cadences- Drive consultative product adoption conversations across the portfolio
Merchant Lifecycle Management:
Align both teams around a single view of the merchant lifecycle- Guide segmentation, journey mapping, and prioritization strategies
Collaboration & Alignment:
Liaise with Sales, Product, Marketing, Digital, and Ops teams- Provide frontline insights into product gaps, pricing concerns, and campaign success
Data & Reporting:
Oversee reporting on key indicators (churn, product usage, revenue from base)- Present actionable insights and improvement opportunities to senior leadership
Key Competencies:
Leadership & Coaching
Develops high-performing, motivated teams with a clear sense of purpose
Lifecycle Thinking
Understands and applies merchant lifecycle strategies across teams
Strategic Execution
Balances day-to-day execution with long-term planning
Data-Driven Decision-Making
Uses insights to inform actions and improve outcomes
Collaboration & Influence
Works cross-functionally and brings stakeholders together to drive shared goals
Product Fluency
Understands the full Omni-Product suite and how to position it for growth
Communication
Clear, persuasive, and empathetic with both teams and merchants
Location:
Gauteng
Click here to submit your CV, Alternatively, apply to recruitment@connected.co.za by closing of business day on Monday, 04 June 2025