Client Success Manager
Client Success Manager
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5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
About Pargo
Pargo is revolutionizing e-commerce in South Africa with smarter faster and more accessible last-mile delivery solutions. As a high-growth tech-driven logistics leader we re not just moving parcels; we re redefining how South Africans shop and ship. Our extensive network of Pick-Up Points and relentless focus on client satisfaction fuel our mission to solve the last-mile challenge. Join us to shape the future of logistics with a team that thrives on action innovation and impact.
About the Role
We re seeking a Client Success Manager (CSM) who s a relentless trailblazer; someone who takes charge solves problems on the spot and drives client success with grit and creativity. This leadership role blends hands-on execution with team management owning the post-sale client journey from seamless onboarding to long-term loyalty. You ll lead a team of Account Managers and a Key Account Manager fostering service excellence client growth and operational precision in a fast-paced tech-driven environment.
The ideal CSM is street-smart ambitious and adaptable thriving under pressure with a no-ego approach. You ll tackle any challenge big or small with a structured yet innovative mindset leveraging data and technology to deliver results. From warehouse ops to C-suite meetings you re the trusted partner clients and teams rely on to get it done.
Key Responsibilities
Client Lifecycle Leadership
Own the end-to-end post-sale journey from onboarding to advocacy ensuring clients feel supported at every step.
Orchestrate seamless onboarding with Business Development Managers Account Managers and Integrations delivering on time every time.
Be on-site for the client s first parcel collection building trust and ensuring operational readiness from day one.
Spend time in the warehouse to master real-world processes spot friction points and drive continuous improvements.
Stay visible to clients through site visits key meetings and critical service moments reinforcing Pargo s partnership commitment.
Team Leadership & Coaching
Lead and inspire a team of Account Managers and a Key Account Manager to exceed KPIs with clear expectations and hands-on coaching.
Foster a high-output no-ego culture where reliability accountability and growth thrive.
Empower your team to act like mini-CEOs owning their accounts while aligning with Pargo s mission.
Client Relationship Ownership
Build trusted relationships with senior clients collaborating with BDMs to strengthen key accounts.
Act as the go-to escalation point defusing issues with empathy poise and creative solutions.
Champion the client s voice internally ensuring their needs shape Pargo s strategy.
Operational Execution
Coordinate parcel origin setups SOPs and handoffs to Service Delivery with precision.
Leverage systems and tools like CRM and dashboards to provide real-time visibility and streamline team efficiency.
Drive process improvements through root-cause analysis and out-of-the-box thinking.
Retention Growth & Risk Management
Design and execute client health strategies to achieve 0% churn and high Net Promoter Score (NPS).
Pioneer the implementation of NPS to measure and boost client satisfaction using data-driven insights to enhance loyalty and drive continuous improvement.
Partner with your team to grow account share through strategic upselling and relationship-building.
Proactively identify portfolio risks and implement mitigation plans with data-driven insights.
Core Competencies
Client-Centric Hustle: Tackles any client task big or small with urgency and care building loyalty through action.
Out-of-the-Box Problem-Solving: Finds creative practical solutions to complex challenges from onboarding snags to operational bottlenecks.
Street-Smart Leadership: Leads with instinct and grit prioritizing results over formal credentials.
Data-Driven Insight: Uses client health scores analytics and ops reports to anticipate risks and drive growth.
Empathetic Communication: Navigates tough client conversations with poise adapting seamlessly from warehouse floor to C-suite.
Project Management Rigor: Orchestrates onboarding and escalations with structured plans and flawless execution.
Relentless Ownership: Takes initiative follows through and delivers results against all odds ; no micromanagement needed.
Requirements
What You Bring
5 years in client success onboarding or account management ideally in logistics SaaS or e-commerce.
2 years managing and leading teams to high performance.
Strong project management skills with a track record of streamlining complex processes.
Street-smart tech-savvy mindset comfortable with advanced excel or google sheets CRMs AI tools and data analytics.
High emotional intelligence thriving in high-pressure environments with diverse stakeholders.
Proven ability to boost client retention team performance and operational efficiency.
A curious growth-driven attitude eager to learn and climb the ladder quickly.
What Success Looks Like
Clients go-live ahead of schedule with zero hiccups.
Your team hits KPIs consistently with Account Managers owning their portfolios confidently.
Client satisfaction soars with high NPS 0% churn in key accounts and visible account growth.
Escalations are resolved swiftly with creative data-backed solutions.
You re the trusted go-to for clients your team and Pargo s leadership.
Benefits
Why Pargo
At Pargo you ll join a team of bold innovators reshaping logistics. We empower relentless problem-solvers to own their work tackle tough challenges and build a career with impact. You ll thrive in a fast-paced high-performance culture that rewards initiative collaboration and results. With a competitive base salary (no commission) and benefits plus unmatched purpose and momentum Pargo is where you ll shape the future of last-mile delivery and your own path to leadership.
Someone who is aligned to our values and approach, and is a detail oriented, energetic executional machine with the following requirements: National Senior Certificate (Gr 12) or equivalent Ability to stay calm when customers are stressed or upset Comfortable using computers, and CRM software and other office tools like Google Sheets Experience working with customer support environment Our Approach Our vision is to create access for anybody in Africa. Our approach to achieving this is to: Take action Execute exceptionally Embrace change Be transparent Prioritise our customers and lastly and most importantly Dream BIG
Employment Type
Full Time
