Customer Success Manager

About the Role Capcade’s Business & Strategy team in Cape Town is growing, and we’re looking for a dynamic Business Consultant who wants to make an impact . As we continue our journey in reshaping the private markets landscape with our ground-breaking collaboration platform, we need an agile thinker who can bridge strategy with operations, and vision with execution. Your role will be multifaceted. You’ll work closely with the Head of Customer strategy, Operations, Product and Engineering stakeholders to bring client use cases to life-bridging business needs with technical understanding. Duties and responsibilities 1. Customer Lifecycle Support Support onboarding, training, and early adoption across multiple clients. Monitor usage and customer health, identifying opportunities to improve adoption. Contribute to renewal preparation and value reporting (no commercial ownership). 2. Implementation & Workflow Enablement Run discovery sessions to understand customer workflows and goals. Configure customer workflows in Capcade (e.g., due diligence, investor onboarding, reporting cycles). Ensure a smooth transition from onboarding to regular platform use. 3. Playbooks, Processes & Enablement Build onboarding playbooks, training content, and success workflows. Create collateral such as demo scripts, proposals, and enablement guides. Help standardise processes for scalable delivery. 4. Cross-Functional Collaboration Provide customer insights to Product and Engineering. Work with Sales and Marketing to align onboarding and adoption motions. Support Revenue Operations with Apollo hygiene, segmentation, and automations. 5. Data Analysis & Insights Analyse usage trends and lifecycle metrics (interpretation, not BI modelling). Use Mixpanel, Intercom, Apollo, and Capcade analytics to surface insights. Recommend improvements to workflows and customer experience Requirements & Qualifications Capcade prioritizes skills and competencies over traditional qualifications. While we value and recognize formal education, we're more interested in your ability to fulfil the role's requirements. Our focus is on T-shaped individuals - those who have depth in specific areas and broad knowledge across many domains. Such individuals drive our innovation and shape the solutions propelling Capcade's growth. Thus, to excel as a Business Consultant, candidates should possess both technical and professional skills, understanding that these competencies can be honed over time. Honors or Masters University degree. 3+ years of experience with proven track record in revenue operations, client success or solution consulting role Experience in financial services, B2B SaaS and/or early-stage startup preferable. Robust research, analytical, and problem-solving skills. Strong technical aptitude with a zest for adopting new technologies. Exceptional communication and interpersonal abilities, comfortable in client-facing roles. Proficiency in tools like Microsoft Office, Power BI, Miro, Apollo, Intercom, Mixpanel, Synthesia, Vimeo or similar platforms will be advantageous. Our Values Client-obsessed with a drive to deliver consistent high-touch, high-quality experience. Curious and confident when working with technology. Open-mindedness and a desire for continuous learning. A clear communicator who can break down complex topics into understandable concepts for clients and teammates alike. Passion for fostering collaboration and empowering solutions at all levels. Who we are We help private market participants- from fund managers and investors to service providers - collaborate more effectively across entities. Our platform brings together people, documents, data, and tasks in one secure, structured environment, enabling streamlined workflows, greater visibility, and stronger governance throughout the deal and fund lifecycle. Whether you're fundraising, conducting due diligence, onboarding investors, or managing post-close reporting, Capcade replaces scattered tools and email threads with a purpose-built system designed for how private markets actually operate. What can you expect from us Work with the latest technologies and tools in the industry. Manage your day to fit personal and professional obligations. Hybrid working environment. Colleagues with nice manners, willingness to help and sense of humor. Regular feedback on business, team and individual performance. Opportunities to upskill, reskill and future skill. “Guilt and drama free" environment. By submitting your application and CV, you consent to processing of your personal data by our company in accordance with the Law on Personal Data Protection (You can find our Recruiting Privacy Policy here ) . Capcade is an equal opportunity employer. We celebrate diversity, thrive on each other's differences and are committed to creating an inclusive environment at our office. If you have any questions or need additional information, please don't hesitate to contact us by [email protected] ! After you apply, our HR team will give their best to provide you with meaningful experience and constructive feedback, no matter the outcome.