Customer Success Manager

                                         Customer Success Manager

Full-time · Cape Town · Hybrid

ABOUT CAPCADE

Capcade is building the collaboration infrastructure for private markets. Fund managers, investors, and the service providers around them run their most important work across scattered tools and email threads. That work covers fundraising, due diligence, investor onboarding, post-close reporting, and structured-product programmes. We replace all of it with one secure, structured environment where people, documents, data, and tasks live in the same place.

The work our users do is high-stakes, data-heavy, and heavily regulated. They are executives at fund administrators, heads of investor relations, dealer desks at global banks, and procurement leaders at large institutions. When the product works well, billions move with more visibility and less risk.

We already have many of the best names in global finance on the platform, including hundreds of the Fortune 500. We are a team of around 50 people across seven jurisdictions. We are small enough that your work shows up the week you ship it, and the problems are real enough to keep the work hard and interesting.

WHY THIS ROLE EXISTS NOW

Our Go-To-Market team is growing, and customers are moving from signed to live faster.  You will own the customer's journey from onboarding through to real, measurable adoption, working closely with the Head of Customer Strategy and with Product and Engineering to turn client use cases into live workflows in Capcade.

Much of this is not a blank page. You will pick up customers who are already onboarding, already using parts of the platform, and already forming opinions about it. Your job is to understand their workflows better than they've documented them, configure Capcade to fit how they actually operate, and turn early usage into habits that stick.

This is a hands-on delivery role, not a distance-managed one. You will run your own discovery sessions, sit with customers, configure workflows yourself, and stay close to the detail of how the product gets used day to day. There is no commercial ownership attached, you are not carrying a number, but you are directly responsible for whether customers succeed.

If you want a role where someone else does the customer-facing work and hands you a script, this is not it. If you want to own how customers actually adopt a complex product, and have the autonomy to go and make that happen, keep reading.

WHAT YOU WILL DO

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
  
  

WHAT WE ARE LOOKING FOR

• 5+ years with a proven track record in customer success, revenue operations, or a solution-consulting role, and evidence that customers you supported actually adopted the product, not just that they were onboarded.
• The instinct to stay hands-on: you'll run your own discovery, configure workflows yourself, and stay close to the detail rather than managing from a distance.
• Strong research, analytical, and problem-solving skills-you can sit with a customer, reverse-engineer their workflow, and translate it into how the product should be set up.
• Real technical aptitude and genuine appetite for new tools. You're comfortable configuring software, reading analytics, and reasoning about where a workflow should live.
• Exceptional communication and interpersonal skills, and real comfort in client-facing settings, you can break down complex topics for a non-technical stakeholder and hold your own with technical ones.
• Experience in or alongside B2B SaaS, financial services, and/or an early-stage startup, where you understand why trust and auditability matter to these customers.
  
• Using AI tools in your day-to-day work to move faster.
  

CONSIDERED AS A PLUS

• Familiarity with the tools we run on: Mixpanel, Intercom, Apollo, Power BI, Miro and similar
• Exposure to private-market workflows: fund administration, investor relations, due diligence, or post-close reporting.
• Experience standing up customer success or onboarding processes from scratch, rather than only operating inside a mature one.
  
  

HOW WE WORK

We are client-obsessed and evidence-driven. We use AI to accelerate the work, not to replace critical thinking. You own whether your customers succeed and what "success" means for each of them, while Product and Engineering own how the platform gets built. We care about outcomes more than activity, we give honest and regular feedback, and we keep the environment guilt- and drama-free. We're curious, we help each other, and we have a sense of humour about it.

WHAT WE OFFER

• A base salary benchmarked to your location and set in line with the market for this level.
• 25 days of paid holiday and a genuinely hybrid working environment - manage your day around your personal and professional obligations.
• The latest modern tools, and the chance to work at the edge of a fast-moving product and AI landscape.
• Real opportunities to upskill, reskill, and future-skill.
• Honest, regular feedback on business, team, and individual performance, and colleagues who are good at their jobs.
  
  

HOW TO APPLY

Send us your CV along with a short note on what excites you about this role and about Capcade. We're especially interested in customers or accounts you've taken from onboarding through to real adoption, times you turned a messy or manual workflow into something that stuck, and how you use data and AI in your day-to-day work.

Our process is deliberately focused: an HR intro conversation, then a couple of deeper sessions with the people you'd work with, based on real Capcade customer scenarios. Our HR team will do their best to give you a useful experience and constructive feedback, whatever the outcome. Questions? Reach us atcareers@capcade.com.

By submitting your application and CV, you consent to the processing of your personal data in accordance with the Law on Personal Data Protection (you can find our Recruiting Privacy Policyhere. ). Capcade is an equal opportunity employer. We celebrate diversity, thrive on each other's differences, and are committed to creating an inclusive environment.
This is a hybrid role for people already based in Cape Town. We are not offering relocation or visa sponsorship, so you'll need the existing right to work there.