Customer Success & Account Growth Manager

About Intouch Tech

Intouch Tech provides managed IT support, business telecoms, cybersecurity, cloud services, and connectivity solutions to businesses across the UK. We help our clients stay secure, connected, productive, and supported through reliable technology solutions and proactive account management.

We are looking for a commercially minded Customer Success & Account Growth Manager based in South Africa to manage and grow relationships with our existing UK customer base.

This is a work-from-home role supporting UK clients during UK business hours.

This is not a cold-calling role. The focus is on looking after current clients, understanding their needs, identifying opportunities, improving retention, and helping customers adopt additional services that genuinely benefit their business.

Role Overview

As our Customer Success & Account Growth Manager, you will be responsible for building strong relationships with existing Intouch Tech customers, carrying out regular account reviews, identifying upsell and cross-sell opportunities, and working closely with our technical and support teams to ensure customers receive excellent service.

You will need to understand our services across IT support, telecoms, cybersecurity, connectivity, Microsoft 365, backup, and cloud solutions, then recommend relevant improvements to clients based on their business needs.

This role would suit someone with experience in customer success, account management, B2B sales, managed services, telecoms, SaaS, or technology services.

Key Responsibilities

• Manage and grow relationships with existing UK-based customers.
• Carry out regular customer check-ins, account reviews, and service review meetings.
• Identify upsell and cross-sell opportunities across IT support, telecoms, cybersecurity, cloud, backup, Microsoft 365, connectivity, and related services.
• Build a clear understanding of each customer’s business, current services, risks, and future requirements.
• Work with internal technical, support, and sales teams to prepare recommendations, quotes, and proposals.
• Follow up on open opportunities, renewals, contract changes, and customer requests.
• Help improve customer retention by maintaining proactive communication and identifying issues before they become problems.
• Keep accurate notes, tasks, opportunities, and customer information updated in the CRM.
• Support campaigns aimed at increasing adoption of additional services among existing clients.
• Track account growth activity, pipeline, conversion rates, and revenue generated from existing customers.
• Represent Intouch Tech professionally in all customer communications.

What We Are Looking For

• A minimum of 3–4 years’ proven experience in B2B customer success, account management, sales, or client relationship management.
• Strong English communication skills, both written and spoken.
• Confident speaking with UK business customers by phone, video call, and email.
• A commercial mindset with the ability to spot opportunities and follow them through.
• Comfortable discussing technology services, even if you are not deeply technical.
• Experience in IT support, MSP, telecoms, cybersecurity, SaaS, cloud, or managed services would be highly beneficial.
• Organised, proactive, and comfortable managing multiple customer relationships.
• Able to work from home and manage your own tasks without constant supervision.
• Comfortable using CRM systems, ticketing systems, Microsoft 365, and online communication tools.
• A consultative approach, with the ability to recommend solutions rather than simply push products.

Desirable Experience

• Experience working with UK, US, Australian, or international clients.
• Experience in an MSP, telecoms provider, IT services company, SaaS company, or BPO environment.
• Knowledge of any of the following: Microsoft 365, VoIP, business phone systems, cybersecurity, backups, broadband/connectivity, endpoint protection, or managed IT support.
• Experience using CRM or PSA tools such as Halo, HubSpot, Salesforce, Zoho, ConnectWise, Autotask, or similar.
• Previous responsibility for renewals, upselling, customer retention, or account growth targets.

Working Hours

This is a work-from-home role based in South Africa, supporting UK customers.

The role will require working UK business hours or a schedule with strong overlap with the UK working day.

Typical working hours:

• Monday to Friday, approximately 8:00 AM to 5:00 PM UK time

South African working hours may vary slightly depending on UK daylight saving time.

Performance Measures

Success in this role will be measured by:

• Growth revenue from existing customers.
• Number and quality of account reviews completed.
• Upsell and cross-sell opportunities identified.
• Customer retention and satisfaction.
• CRM accuracy and follow-up discipline.
• Pipeline value and closed opportunities.
• Quality of communication with customers and internal teams.

Compensation

• Basic salary: R30,000 – R50,000 per month, depending on experience.
• Commission: Additional commission available for successful upsells, renewals, and customer growth.

This role is suited to someone who wants a stable basic salary with the opportunity to increase earnings through performance.

Why Join Intouch Tech?

• Work from home in South Africa.
• Serve an established UK customer base.
• Stable basic salary plus commission.
• Opportunity to grow within a UK technology business.
• Work across IT support, telecoms, cybersecurity, cloud, and managed services.