Stitch is looking for a strategic client success manager to own, manage, and grow a national and international enterprise client portfolio.

You will be the strategic advisor and primary point of contact for some of our largest clients (account size of $100k+ per month) from the moment the partner signs with Stitch. 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 Stitch 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 key to success here will be your ability to utilise your deep understanding of the Stitch product and the client business environment to create the conditions for new revenue and business value faster. You will be accountable for managing and growing client account value.

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.

Reporting line

Head of Client Success

Key Responsibilities

• Creating and owning client-specific success plans to drive the long-term success of clients through rapid adoption of existing products, upsells, and cross-sells
• Oversee and ensure the success of the entire client journey from the point of signature
• Building high-touch, consultative, and strong relationships with enterprise clients and teams at all levels by using strategic stakeholder initiatives
• Analyse client’s performance and provide recommendations to maximise the adoption of Stitch
• Delivering strategic expertise and education to clients as you guide them through the client lifecycle with Stitch
• Understanding the intricacies of our products, services, and partner networks thoroughly and leveraging these as needed to meet our clients’ needs
• Collaborating with various teams (Sales, Legal, Integration, Product, Support, Finance, data, fraud, c-suite) across the company to ensure a first-class client experience
• Focusing on exceeding the strategic and financial targets of our clients by analysing active payment products, transaction volumes, and service levels
• Analyse client data and trends to drive value-adding insights and solutions to client problems
• Take a proactive and responsive approach to customer service and problem-solving

Requirements

• Bachelor’s degree or equivalent work experience
• 5+ years’ experience in an Operations, Account Management, Relationship Management, or Customer Success role, preferably at a SaaS B2B company
• People driven - very high EQ
• A strategic thinker with excellent project management skills
• Outstanding analytical skills and data-driven approach when making any decision
• Customer-oriented and able to establish robust relationships with the assigned customer base
• Dynamic approach adapting to changing requirements with the ability to manage multiple opportunities concurrently
• Exceptional communication skills and negotiation techniques
• A team player who loves working with diverse groups and people
• Willingness to travel 30% of your time

Nice to haves

• 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

You would be an excellent fit for this role if

• You come from a data-driven / analytical background and want to use this foundation to drive strategic initiatives at some of the largest local and international enterprises.
• You are a hustler at heart - you get things done. You don’t follow the norm in your approach to solving problems.
• You approach any problem/discussion using first principles
• You get a “kick” from working with people and winning people over
• You can manage and drive value in a room filled with executives, you are confident and enjoy challenging strategic environments
• You want to work for a scale-up where things move quickly and environments change constantly