{"id":2416463,"url":"https://alion.io/job/anywherenow-customer-success-manager","title":"Customer Success Manager","company":{"id":669357,"name":"AnywhereNow","domain":"anywhere.now","url":"https://alion.io/company/anywhere-4","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johannesburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":56000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1380},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Microsoft Teams","optional":false}],"status":"live","first_seen_at":"2026-06-24T09:11:56Z","employer_posted_date":"2026-06-24","last_verified_at":"2026-10-22T22:59:16Z","board_verified":true,"closed_at":null,"days_open":120,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":119},"description":"About AnywhereNow\nFounded in 2010 in The Netherlands, AnywhereNow is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights.\nOur commitment to innovation, customer focus, and accountability drives our success. Our portfolio includes Dialogue Cloud, Deepdesk (AI Agent Assist), Tendfor and Deepdesk delivering cutting-edge capabilities across Microsoft Teams environments and enterprise CX platforms.\nAbout the role\nThe At-Scale Customer Success Manager serves a broad portfolio of small to mid-sized customers, primarily through AnywhereNow partner ecosystem. Your measure of success is impact per customer, not time per customer.\nYou drive adoption, retention, and growth through intelligent, well-timed engagement: Moments that Matter. You use data to find them. You use programmes, automation, and partners to act on them. You use judgement to know when a personal touchpoint will do what no automated workflow can.\nYou will design and improve scalable success motions across your portfolio. You will build the playbooks and frameworks that let AnywhereNow scale its CS practice as the team grows. You will be both practitioner and builder.\nA background in scaled or digital-led Customer Success in a SaaS environment is a strong advantage. Experience with UCaaS, CPaaS, or contact centre technology is a plus.\nWhy we would like to have a dialogue with you\nGreat customer success at scale is not about doing less. It is about doing the right thing, at the right moment, for the right customer, in a way that can be repeated hundreds of times over.\nAs our At-Scale Customer Success Manager, you will serve a large portfolio of small to mid-sized customers. You will not be in the room with all of them. You will not need to be. What you will do is design the programmes, enable the partners, and build the systems that mean customers feel looked after whether you are directly involved or not.\nYou are analytical and inventive. You see patterns across large datasets and turn them into action. You know how to build a digital touchpoint that actually lands, and you also know when to pick up the phone. You treat partner organisations as force multipliers, not as middlemen.\nOur tools and processes are still maturing. The At-Scale playbook for AnywhereNow is still being written. You will help write it.\nWe pick competencies over skills and experience. Can you convince us you have the following?\nRequirements\nYour focus is the biggest possible impact across the largest possible portfolio. You achieve it through smart prioritisation, strong partner relationships, and programmes that scale without losing the human touch.\nCan you convince us you have the following?\nPortfolio Health Management\nMonitor account health across a large portfolio using data signals, health scores, and adoption metrics.\n\nUse a tiered engagement model to prioritise customer outreach and engagement.\n\nEnsure critical customer interactions happen at the right time to maximise customer outcomes and minimise risk.\n\nScalable Success Programmes\nDesign, build, and continuously improve scalable customer success initiatives.\n\nDevelop and manage automated outreach programmes, group onboarding sessions, webinars, and partner-delivered success programmes.\n\nDrive adoption, value realisation, and retention across a broad customer base while continuously optimising successful approaches.\n\nPartner Enablement\nEnable partner organisations to effectively deliver customer success services on behalf of AnywhereNow.\n\nDevelop toolkits, playbooks, training materials, and best-practice frameworks.\n\nProvide partners with the knowledge and resources required to support customers independently and successfully.\n\nProactive Churn Prevention and Retention\nIdentify at-risk customers before issues escalate.\n\nUtilise customer data, health metrics, adoption trends, and partner feedback to detect early warning signs.\n\nExecute targeted retention strategies and continuously refine intervention approaches based on outcomes.\n\nGrowth and Expansion Identification\nIdentify expansion opportunities across the customer portfolio.\n\nCollaborate with Sales, Renewals, and channel partners to route opportunities efficiently.\n\nSupport net revenue retention (NRR) growth by recognising the right expansion opportunities at the right time.\n\nPlaybook and Process Contribution\nContribute to the continuous improvement of Customer Success processes and operating models.\n\nDocument successful approaches, best practices, and repeatable frameworks.\n\nSupport the development of playbooks, engagement strategies, and scalable team infrastructure.\n\nData Integrity and Insight Sharing\nMaintain accurate customer records, CRM data, and customer health information.\n\nGenerate insights that help identify trends, opportunities, and potential risks across the customer base.\n\nSupport data-driven decision-making and contribute to ongoing improvements in reporting and data quality.\n\nCompetencies\nData Literacy and Pattern Recognition\nAnalyse large volumes of customer data and identify meaningful trends.\n\nTranslate insights into prioritised, actionable decisions, even when data is incomplete or imperfect.\n\nScalable Programme Design\nDesign and optimise digital, automated, and partner-delivered customer success programmes.\n\nBuild scalable customer engagement models that deliver results while maintaining a high-quality customer experience.\n\nPartner Enablement\nEquip channel partners to act as effective extensions of the Customer Success function.\n\nCreate practical frameworks, training, and resources that partners can use independently.\n\nPrioritisation and Efficiency\nEffectively manage a large and diverse customer portfolio.\n\nFocus efforts on the highest-impact activities, customers, and opportunities.\n\nGrowth Mindset and Change Agility\nThrive in fast-paced and evolving environments.\n\nTake ownership of challenges and contribute to building and improving processes rather than waiting for perfect conditions.\n\nOne-to-Many Communication\nCreate and deliver communications that engage large groups of customers simultaneously.\n\nEffectively utilise webinars, email campaigns, partner briefings, and digital engagement programmes.\n\nCollaboration and Influence\nBuild strong relationships across multiple teams and functions.\n\nDrive outcomes through collaboration and influence, even without direct authority.\n\nEssential Experience and Qualifications\nMinimum 3 years of experience in a Customer Success Manager or equivalent post-sales role, ideally within a scaled or digital-led Customer Success environment.\n\nMinimum 5 years of experience within the software industry, including SaaS, UCaaS, CPaaS, contact centre, or customer experience technology.\n\nDemonstrated experience managing large customer portfolios using data-driven customer health models and tiered engagement strategies.\n\nExperience designing, delivering, or supporting scalable Customer Success programmes, digital engagement initiatives, or partner-led success motions.\n\nComfortable working within indirect sales channels, partner ecosystems, and channel-led go-to-market models.\n\nStrong analytical skills with experience using CRM platforms, customer success tools, health scoring models, and adoption data.\n\nExcellent written and verbal communication skills in English; additional European language skills are advantageous.\n\nInformation Security Responsibilities\nAll employees are responsible for supporting and maintaining the organization’s information security standards. This includes:\nAdhering to all applicable information security policies, procedures, and guidelines at all times.\n\nProtecting company, customer, and partner data from unauthorized access, disclosure, alteration, or loss.\n\nUsing company systems, devices, and networks in a secure and compliant manner.\n\nPromptly reporting any suspected or actual security incidents, breaches, or vulnerabilities to the appropriate team.\n\nCompleting mandatory information security and data protection training as required.\n\nEnsuring that confidential information is handled and stored securely in line with company policies and legal requirements.\n\nFailure to comply with information security responsibilities may result in disciplinary action.","description_format":"text","description_chars":8631,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Conversational AI","Contact Center Software"],"lifecycle":[{"event":"open","at":"2026-10-13T03:31:34Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.28,"p_room":0.28,"age_days":119,"expected_fill_days":30,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/anywherenow-customer-success-manager","json_url":"https://alion.io/job/anywherenow-customer-success-manager.json","meta":{"generated_at":"2026-10-23T00:36:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1063,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":669357},"rest":"https://alion.io/mcp/rest/get_company?id=669357"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fanywherenow-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fanywherenow-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fanywherenow-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/anywherenow-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fanywherenow-customer-success-manager"}]}