Client Success Manager

Job Advert Summary

The Optix Client Success Manager (CSM) forms part of the Client Experience team and serves as the direct point of contact for Optix's clients post-sales. The CSM is responsible for managing assigned client relationships across Enterprise, Mid-Market, and SME segments — engaging electronically and in person to ensure expectations are not only met but consistently exceeded.

Sitting at the centre of the Client Experience function, this role plays a crucial part in the overall success of the Optix Suite of Solutions, helping clients identify, isolate, and better understand the role of risky driving behaviour and non-compliance across their drivers and fleets.

The CSM actively manages client relationships to reduce churn, grow existing revenue, and influence new sales opportunities — building trusted advisor relationships with key stakeholders and executive sponsors across multiple levels of each client organisation.

Core Accountability: Build strong, lasting client relationships through exceptional post-sales support and strategic guidance — driving retention, growth, and measurable risk reduction by helping clients optimise their use of the Optix Suite of Solutions.

Minimum Requirements

Education & Qualifications

• Essential: A commercial qualification — Degree, or Diploma in Sales, Marketing, or a related discipline.
• Advantageous: Further qualifications in FMCG, Logistics, Transport, or Risk Management.

Experience

• Minimum 10 years of experience in Key Account Management, Account Management, or a similar client-facing role.
• Solid experience in Account Management, Direct Sales, or a Client Support role.
• Experience within FMCG, Logistics, Transport, or Risk Management industries will be highly advantageous.
• Demonstrated ability to manage post-sales client relationships that deliver measurable retention and growth outcomes.

Skills & Competencies

• Decision Making: Confident, considered judgement under competing priorities.
• Organisational & Time Management: Able to manage a portfolio of clients with strong attention to detail.
• Resilience & Persistence: Comfortable working under pressure and following through to resolution.
• Customer Focus & Problem Resolution: Strong customer orientation with practical problem-solving skills.
• Communication: Excellent verbal, written, and presentation skills — able to engage credibly at all levels of an organisation.
• Technical Aptitude: Tech-savvy, with experience using Salesforce or a similar CRM platform.
• Risk Management Awareness: An understanding of risk management principles within a fleet or operational context.
• High Attention to Detail: Accurate in reporting, asset management, and client data administration.

Duties & Responsibilities

Client Relationship Management

• Operate as the lead point of contact for all matters specific to your assigned clients.
• Establish and own the overall relationship with your portfolio of clients — increasing adoption, ensuring retention, upselling, and driving satisfaction.
• Build and maintain strong, long-lasting customer relationships by developing a trusted advisor dynamic with key stakeholders and executive sponsors (multi-level and cross-functional).
• Drive continued value in risk mitigation for clients through deeper engagement with the Optix Suite of Solutions.

Solution Implementation & Project Delivery

• Manage solution implementation according to company standard — including deployment roll-out planning, Optix Solution Experience, and performance aligned to program goals.
• Project manage assigned clients' program implementation and establish and maintain the Client Program Plan/Strategy.
• Work alongside other teams on pilots and new deployment projects to ensure successful execution.
• Liaise between clients and cross-functional internal teams to ensure the timely and successful delivery of Optix solutions — including requirement gathering, internal briefings, and project management as required.

Strategic Account Growth & Risk Mitigation

• Identify and grow opportunities within your client base through structured account planning aligned to each client's Program Plan/Strategy.
• Work with clients to establish critical goals and key performance indicators, and aid each customer in achieving them.
• Analyse risks and trends identified through the client's use of the Optix Suite of Solutions — working alongside the sustainability team and applying Optix best practices and model strategies.
• Propose solutions and recommendations to clients through Program Performance Reviews — Monthly, Quarterly, and Annual.
• Keep clients informed of product and service developments within Optix.

Performance Reporting & Operational Excellence

• Manage customer expectations and forecast and track key account metrics.
• Assess, troubleshoot, and resolve issues to improve the client's Optix experience — including managing client system data and asset management.
• Communicate findings and recommendations on critical initiatives to Optix Management, internal team members, and clients.
• Ensure client product and service knowledge and training are kept up to date.
• Maintain prescribed standards of practice and documentation and ensure the correct training material is used and made available at training sessions.
• Assist in managing or leading client initiatives and special projects as needed, providing regular reporting on statistics as and when required.