Role Overview

We are seeking a proactive and strategic Client Success Manager Africa, to drive adoption, satisfaction, and growth across our client base in Africa. This role is critical to ensuring the long-term success of our enterprise customers by helping them realize the full value of the Intent HQ platform. The ideal candidate will blend relationship management, technical understanding, and a data-driven mindset to support clients throughout their journey—from onboarding through to value realization and expansion.

Key Responsibilities

Client Success Strategy & Execution

• Develop and implement a comprehensive customer success strategy tailored to the African market.
  
  

• Lead initiatives across onboarding, adoption, value delivery, renewal, and account expansion.
  
  

• Define and track customer success metrics, focusing on ROI realization and business impact.
  
  

Client Relationship Management

• Act as the main day-to-day contact for assigned client accounts, ensuring a high level of satisfaction and engagement.
  
  

• Build and maintain strong multi-functional relationships across client stakeholders in marketing, technology, and data teams.
  
  

• Serve as a trusted advisor by deeply understanding clients’ goals, challenges, and data maturity.
  
  

Onboarding & Enablement

• Collaborate with the Forward Deployed and Technical teams to ensure effective onboarding and setup.
  
  

• Design and deliver tailored onboarding programs that empower clients to adopt the platform efficiently and effectively.
  
  

Use Case Design & Delivery

• Translate client goals into actionable use cases using Intent HQ's capabilities.
  
  

• Partner with internal Data Strategy, Data Science, and Program Management teams to deliver insights and measurable outcomes.
  
  

• Support the delivery of business reviews and client presentations, clearly articulating impact and next steps.
  
  

Support & Advocacy

• Provide proactive, ongoing support to address client needs and build long-term advocacy.
  
  

• Respond promptly to client queries and coordinate internally for resolution.
  
  

• Promote new features and best practices to drive deeper engagement.
  
  

Growth & Expansion

• Identify and drive upsell and expansion opportunities within existing accounts.
  
  

• Support the development and execution of account plans in collaboration with Client Partners.
  
  

Feedback & Continuous Improvement

• Gather feedback from clients to inform product enhancements and internal process improvements.
  
  

• Champion the voice of the customer within Intent HQ.
  
  

Community Engagement

• Foster a strong client community in Africa to encourage peer learning, thought leadership, and shared success.
  
  

Additional Scope

Legal & Regulatory Compliance

• Support clients in navigating the legal and regulatory landscape across Africa, particularly around data privacy, cross-border data flows, and compliance requirements for handling sensitive customer information.
  
  

• Stay informed on evolving regional frameworks and other emerging data protection laws across the region, aligning Intent HQ practices accordingly.
  
  

Talent Acquisition & Development

• Assist in building and scaling high-performing teams across the region, with a focus on sales, marketing, and technical roles.
  
  

• Contribute to hiring strategies and internal capability development with a strong understanding of the data and analytics talent landscape in Latin America.
  
  

What We're Looking For

Required Experience & Skills

• 10+ years in a client-facing role within customer analytics, digital marketing, decisioning/NBx, CRM, or CDP platforms. 3-5+ years experience with artificial intelligence applications is highly desired.
  
  

• Proven experience working with large B2C clients; exposure to financial services, telecom, or retail/e-commerce industries is preferred.
  
  

• Strong analytical thinking with proficiency in Excel and/or business intelligence tools.
  
  

• Excellent communication skills—both verbal and written—with the ability to produce and present client-ready content.
  
  

• Comfortable navigating both business and technical conversations with appropriate support.
  
  

Desirable Experience

• Experience with onboarding workflows, data ingestion processes, or platform enablement.
  
  

• Familiarity with mobile application ecosystems is advantageous but not essential.
  
  

• Prior experience working with SaaS or data/insights platforms.
  
  

Personal Attributes

• A client-first mindset with strong relationship-building skills.
  
  

• Highly organized with excellent time management and multitasking abilities.
  
  

• Curious, adaptable, resilient, creative and proactive in fast-paced environments.
  
  

• Collaborative team player who thrives in cross-functional environments.
  
  

Proposed Engagement Model and Deliverables

This document outlines an enhanced engagement model focused on driving customer value realization and long-term success for IntentHQ in the African market.

I. Guiding Principles:

• Customer Value at the Core: All activities will be geared towards demonstrating and maximizing the value IntentHQ delivers to its customers.

• Proactive Engagement: We will proactively engage with customers to understand their needs, provide support, and ensure they are realizing the full potential of the platform.

• Data-Driven Insights: We will use data to track customer usage, measure value realization, and identify areas for improvement.

• Long-Term Partnership: We aim to build long-term, mutually beneficial relationships with IntentHQ and its customers.

II. Communication & Collaboration:

• Weekly Catch-up with IntentHQ Client Success & Sales Leadership (2x per week):

  • Purpose: Discuss progress on key initiatives, review customer success metrics, address roadblocks, and align on strategic priorities.

  • Format: Video conference calls.

  • Attendees: IntentHQ CS and Sales Leadership

  • Agenda:

    • Review of weekly/monthly KPIs (leads generated, deal pipeline, customer onboarding progress, customer satisfaction scores, product usage metrics).

    • Updates on ongoing projects and initiatives, including customer success initiatives.

    • Discussion of market trends, competitive landscape, and customer feedback.

    • Identification and resolution of any challenges or roadblocks, including customer-related issues.

    • Alignment on upcoming activities and priorities, including customer success plans.

• In-Person/virtual Catch-up with Referral Partner (1x per week):

  • Purpose: Build strong relationships with the reseller team, provide training and support, discuss joint sales strategies, gather feedback from the field, and collaborate on customer onboarding and ongoing engagement.

  • Format: In-person/virtual meetings.

  • Attendees: Reseller Partner Representatives and potentially a Customer Success representative.

  • Agenda:

    • Review of joint sales performance, including customer onboarding progress and early customer feedback.

    • Training on IntentHQ's platform, value proposition, and competitive advantages, with a focus on how to articulate value to customers.

    • Discussion of target customer profiles and ideal use cases, including how to identify customer needs and tailor solutions.

    • Collaborative development of account-based marketing plans, with a focus on customer success stories and testimonials.

    • Feedback collection on market conditions and customer needs, including customer satisfaction and product usage.

• Regular Email Communication: Ongoing communication via email.

• Shared WhatsApp Channel: For task management and communication.

• Customer Success Platform (Recommended): Explore using a dedicated Customer Success Platform (e.g., Gainsight, ChurnZero) to manage customer interactions, track progress, and automate key tasks. This would significantly enhance value realization efforts.

III. Opportunity Qualification & Ranking (Value-Focused):

• Comprehensive Document: The qualification document will be enhanced to include:

  • Value-Based Discovery Questions: Questions that specifically probe the potential customer's desired business outcomes and how they will measure success. Examples: "How will you measure the success of this initiative?", "What are your key performance indicators related to [relevant business area]?", "What are the biggest challenges you face in achieving these KPIs?".

  • Customer Success Plan Outline: A preliminary outline of a potential Customer Success Plan for each qualified opportunity, demonstrating how IntentHQ will help them achieve their goals. This shows a commitment to long-term partnership.

IV. Deal Support & Enablement (Value-Driven):

• Value-Selling Training: Training the reseller team on value-selling methodologies, focusing on how to articulate the business benefits of IntentHQ and quantify the ROI.

• Customer Success Collaboration: Involving the Customer Success team early in the sales process to build rapport with potential customers and demonstrate the commitment to their long-term success.

• Case Studies & Testimonials: Developing case studies and testimonials from existing customers showcasing the value they have received from IntentHQ.

V. Customer Onboarding & Value Realization (Key Focus):

• Onboarding Playbook: Developing a detailed onboarding playbook outlining the steps involved in onboarding new customers and ensuring they are quickly realizing value.

• Value Workshops: Conducting value workshops with new customers to define their success metrics, develop a Customer Success Plan, and establish clear expectations.

• Regular Check-ins: Conducting regular check-in calls with customers to track progress, address any challenges, and provide ongoing support.

• Business Reviews: Conducting periodic business reviews to discuss strategic objectives, review performance against KPIs, and identify opportunities for expansion.

VI. Performance Measurement & Reporting (Value-Centric):

• Key Performance Indicators (KPIs): KPIs will include:

  • POV Success Criteria achieved/exceeded

  • POVs converted into Commercial license

  • Client Reference approvals

  • Number of Client Stakeholder contacts

  • Customer Churn Rate

  • Customer Satisfaction (CSAT)

  • Product Usage Metrics (e.g., feature adoption, data volume processed)

  • Number of Customer Success Stories/Testimonials

  • Recognized Revenue

• Value Realization Reports: Reports will focus on demonstrating the value delivered to customers, including quantifiable results and progress against their defined success metrics.