General Manager (Customer Success) at HR Studio (Pty) Ltd

We’re looking for…

• As a General Manager, you will lead operations across customer support, client success, installation project management, and onboarding. Your role is pivotal in driving growth by ensuring customer satisfaction, expanding market presence, and optimizing our service offerings. This leadership position demands a hands-on approach to managing client relationships and internal teams while focusing on process optimization and business growth.

Who are you?

• You are able to inspire and motivate the team to achieve goals, while fostering a positive and productive work environment.
• You have the ability to develop and implement long-term strategies that align with company objectives and drive customer success.
• You have excellent verbal and written communication skills for interacting with customers, team members, and executives.
• You have the flexibility to adjust strategies and approaches based on changing customer needs and market conditions.
• You are confident in making strategic decisions that benefit both the customer and the company.
• You have the ability to work effectively with cross-functional teams to achieve customer success and company goals.
• You are capable of holding high ethical standards and maintaining transparency in all customer interactions and business dealings.
• You are committed to personal and professional growth, continually seeking opportunities to learn and improve.

What’s the role?

You will be responsible for:

Customer Support Management (Users and Tenants):

• Lead the customer support team to deliver exceptional service across email, phone and Zendesk
• Oversee Zendesk operations, ensuring efficient ticket management.
• Continuously monitor and improve customer satisfaction metrics.
• Client Success (Landlords and Operators):
• Build strong relationships with key clients (landlords, operators, tenants).

Conduct regular check-ins to ensure client satisfaction.

• Coordinate with sales, product, marketing, and technical teams for seamless client experiences.
• Act as the primary contact for site-related issues, ensuring prompt resolution.
• Ensure clients understand, are correctly using and have access to all our tools (reporting, dashboards, QR codes, signage, FAQ’s).

Onboarding, Installation, and Training:

• Manage new site installations, ensuring effective communication and coordination.
• Oversee onboarding for new clients, operators, and tenants.
• Develop and manage training materials, collaborating with marketing and design teams.
• Develop and manage training materials and sessions, tailoring approaches to client needs.
• Collaborate with marketing and design teams to produce high-quality onboarding materials.

Sales & Business Development:

• Identify and pursue opportunities to expand the company’s market presence.
• Manage and grow the monthly parker book to drive revenue.
• Promote on-site marketing opportunities to boost user engagement.
• Present new features and benefits to clients, encouraging adoption.

Strategic Leadership:

• Develop strategies to improve client retention and satisfaction.
• Collaborate with marketing to create client success stories.
• Provide feedback to the product team to enhance the company's offerings.

Product & Service Development:

• Work with the product team to align the company’s services with market demands.
• Use client feedback to drive product enhancements and innovation.

Data & Reporting:

• Monitor key performance indicators (KPIs) to measure success.
• Prepare and present reports on performance, challenges, and growth opportunities to the executive team.

Boxes to tick…

• Matric
• 7+ years in senior customer support, client success, or general management, preferably in property, tech, or SaaS.
• Experience in onboarding and training for complex software solutions.
• Ability to manage multiple projects and stakeholders simultaneously.