Customer Success Manager Job Vacancy in Mutare, Zimbabwe – Telecommunications

Job Description

Position: Customer Success Manager

Company: Vodacom Zimbabwe

Location: Mutare, Zimbabwe

Experience: 3-5 years in customer success or account management within telecom sector

Education: Bachelor’s degree in Business Administration, Communications, or related field

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Success

Salary: SSP 250,000 – 350,000 per month

Vacancies:1

Company Overview

Vodacom Zimbabwe is a leading telecommunications provider delivering mobile voice, data, and digital services across the nation. As part of the global Vodacom Group, the company combines international expertise with deep local market knowledge to empower individuals and businesses. With a commitment to innovation, connectivity, and community development, Vodacom Zimbabwe plays a pivotal role in driving digital inclusion and economic growth in Zimbabwe. The organization values diversity, sustainability, and customer-centricity, making it an attractive employer for professionals seeking dynamic career pathways. This role contributes directly to the company’s mission of delivering exceptional customer experiences and supporting the nation’s digital transformation.

Job Overview

The Customer Success Manager will be responsible for nurturing relationships with Vodacom’s enterprise and high‑value consumer customers in Mutare and surrounding regions. This position ensures customers achieve their desired outcomes through effective onboarding, usage optimization, and proactive support. By collaborating with sales, product, and technical teams, the manager will drive adoption, reduce churn, and identify upsell opportunities. The role is central to enhancing customer satisfaction and loyalty, aligning with Vodacom’s strategic goals of expanding market share and delivering superior service quality. For more information about our hiring process, visit our Zimbabwe Job Search Portal.

Key Responsibilities

• Develop and execute tailored success plans for assigned accounts, focusing on product adoption and value realization.
• Conduct regular business reviews, presenting insights, performance metrics, and recommendations to customers.
• Act as the primary point of contact, addressing inquiries, resolving issues, and escalating technical problems as needed.
• Collaborate with sales teams to identify cross‑sell and up‑sell opportunities, contributing to revenue growth.
• Monitor customer health scores, proactively mitigating risks of churn or dissatisfaction.
• Gather and relay customer feedback to product and engineering teams to influence roadmap decisions.
• Maintain accurate records of interactions, outcomes, and account status within the CRM system.
• Lead onboarding sessions and training workshops for new customers, ensuring smooth transitions.

Required Skills

• Excellent communication and interpersonal abilities, with a talent for building trust.
• Strong analytical skills to interpret usage data and translate insights into actionable strategies.
• Proficiency in CRM platforms (e.g., Salesforce) and Microsoft Office Suite.
• Problem‑solving mindset with the capacity to manage multiple priorities.
• Customer‑focused attitude and a passion for delivering exceptional service.
• Ability to work collaboratively across cross‑functional teams.

Education

A Bachelor’s degree in Business Administration, Communications, Marketing, or a related discipline is required. Relevant certifications in customer success, account management, or telecom services are advantageous.

Experience

Candidates should possess 3‑5 years of proven experience in customer success, account management, or a similar client‑facing role within the telecommunications industry. Experience handling enterprise accounts and a track record of improving customer retention are essential.

Salary

The compensation package ranges from SSP 250,000 to SSP 350,000 per month, commensurate with experience and qualifications. Performance‑based incentives may be offered.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with employer contributions.
• Paid annual leave and public holidays.
• Employee assistance program and wellness initiatives.
• Mobile phone allowance and data package.

Training

• Onboarding program covering Vodacom’s products, systems, and customer success methodologies.
• Continuous professional development through workshops, webinars, and industry conferences.
• Access to online learning platforms for skill enhancement.

Working Environment

The role is based in a modern office in Mutare, offering a collaborative atmosphere with open‑plan workspaces, meeting rooms, and breakout areas. Flexible working arrangements, including occasional remote work, are supported to promote work‑life balance.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience via the online application portal. Shortlisted applicants will be contacted for a virtual interview, followed by an in‑person assessment at the Mutare office.

Equal Opportunity Statement

Vodacom Zimbabwe is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, age, disability, or sexual orientation. All qualified applicants will receive consideration for employment without discrimination.