Customer Success Manager

Mothusi is used by two very different audiences simultaneously: institutional administrators (programme officers, DFI portfolio teams, government agency staff) and end-user SMEs (operators, farmers, mentors, field officers). Both need someone who can show them the platform with confidence, answer their questions clearly, and give them material to learn from.

We are looking for a senior Customer Success Manager to own that experience end-to-end: present and demo the platform to prospective and onboarding clients, field day-to-day client queries, prepare training and enablement material, and act as the operational bridge between client feedback and the product and engineering teams.

1. Present and demo the Mothusi platform to prospective clients, onboarding institutions, and SME cohorts - live, tailored walkthroughs pitched to each audience.
2. Assist with client queries day to day across institutional admins and SME-side users, with triage, response, escalation, and resolution.
3. Prepare training material from scratch: onboarding guides, walkthroughs, troubleshooting articles, and video tutorials. The help-centre is currently empty; you will own it.
4. Run training sessions for new institutional admins on platform configuration: cohort setup, evidence schema mapping, programme design, reporting dashboards.
5. Serve as the operational bridge between clients, product, and engineering - close the loop on bug reports, feature requests, and methodology questions.
6. Track success metrics: response-time and resolution targets, adoption, and weekly reporting to the leadership team. Hire and scale a small team as we grow across institutional accounts.

1. 3+ years in SaaS customer success, onboarding, or account management at a managerial level.
2. Confidence presenting and demoing software live to senior, often non-technical, institutional audiences.
3. Experience supporting institutional accounts: banks, government agencies, development institutions, or similar - not just consumer SaaS.
4. Excellent written and spoken English with an institutional voice. You will present to, and write for, ministerial committees and credit-officer teams.
5. A track record of producing training and enablement material (guides, videos, walkthroughs).
6. Comfort with technical platforms. You will be a power user, demoing features and troubleshooting integration issues live.
7. Time-zone discipline: institutional partners span SAST (Africa) and SGT (Singapore) - you will work across both.
8. Singapore on-site work authorisation, or willingness to relocate (we provide visa support).

1. SME development or financial services background.
2. Knowledge of South African regulatory processes (B-BBEE, SETA, SARS, CIPC) and ESD programme operations.
3. Help-centre / KB and enablement tooling (Intercom, Zendesk, HubSpot Service, or similar).
4. Multi-language support experience (African or SE Asian markets).
5. Experience producing video tutorials and public-facing help content.
6. Familiarity with AI-augmented success workflows (LLM-assisted triage, draft generation, sentiment analysis).

• Intercom or equivalent for client queries
• Notion or equivalent for help-centre and training content
• The Mothusi platform itself (power-user level)
• Loom / video tools for walkthroughs and training
• Linear for engineering escalation
• Slack for internal coordination

1. 01Application: CV + a short note on what attracted you to a customer success role at an institutional platform. We respond within five business days.
2. 02Conversation: 45 minutes with the hiring lead about your background and the role.
3. 03Practical: a scoped exercise - present a short live demo of an assigned feature and draft one piece of training material. Compensated.
4. 04Offer: within five business days of the practical. Salary band, equity, working arrangement, and onboarding plan in writing.

Competitive Singapore market rates, meaningful equity on a four-year vesting schedule with a one-year cliff. Visa support available for the right candidate.