Customer Success Manager Job Vacancy in Kansanshi, Zambia – Telecommunications

Job Description

Position:Customer Success Manager

Company:Vodacom Zambia

Location:Kansanshi, Zambia

Experience:5+ years in customer success or account management within telecommunications

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

Employment Type:Full-time

Industry:Telecommunications

Department:Customer Success

Salary:SSP 120,000 – 180,000 per month

Vacancies:1

Company Overview

Vodacom Zambia is a leading mobile network operator delivering innovative voice, data, and digital services to millions of customers across the country. As part of the Vodacom Group, the company leverages global expertise while maintaining a strong local presence, investing in network expansion, digital inclusion, and community development. With a commitment to excellence, Vodacom Zambia continuously seeks talent that can drive customer satisfaction, foster loyalty, and support the rapid growth of the telecommunications sector in Zambia. This role offers a unique opportunity to join a dynamic team that values creativity, data‑driven decision making, and a customer‑centric culture, contributing directly to the company’s mission of connecting people and empowering businesses.

Job Overview

The Customer Success Manager will be responsible for ensuring that Vodacom Zambia’s enterprise and high‑value consumer customers achieve their business objectives through effective use of the company’s portfolio of products and services. This role acts as the primary liaison between customers and internal teams, guiding onboarding, adoption, and ongoing optimization. The successful candidate will develop strategic success plans, monitor key performance indicators, and proactively address any challenges to maximize customer lifetime value. By delivering exceptional service and strategic insight, the manager will play a pivotal role in strengthening Vodacom’s market position and driving revenue growth. For more information on similar opportunities, visit the Zambia Jobs portal.

Key Responsibilities

• Develop and execute tailored customer success plans for assigned accounts, aligning Vodacom solutions with client business goals.
• Serve as the trusted advisor, conducting regular business reviews, performance analysis, and strategic recommendations.
• Collaborate with sales, product, and technical support teams to ensure seamless onboarding, issue resolution, and product enhancements.
• Monitor usage metrics, churn risk indicators, and satisfaction scores, implementing corrective actions as needed.
• Identify upsell and cross‑sell opportunities, contributing to revenue targets while maintaining a focus on customer value.
• Lead workshops, training sessions, and webinars to educate customers on new features and best practices.
• Document success stories and case studies to showcase the impact of Vodacom services.
• Maintain accurate records in the CRM system, ensuring data integrity and actionable insights.

Required Skills

• Strong communication and presentation abilities, capable of influencing senior stakeholders.
• Analytical mindset with proficiency in data analysis tools and KPI tracking.
• Excellent problem‑solving skills and a proactive approach to issue mitigation.
• Ability to manage multiple accounts simultaneously while meeting deadlines.
• Deep understanding of telecommunications products, mobile data solutions, and digital services.
• Customer‑focused attitude with a passion for delivering measurable business outcomes.

Education

A Bachelor’s degree in Business Administration, Communications, Marketing, or a related discipline is required. Relevant certifications in Customer Success, Project Management, or Telecommunications are advantageous.

Experience

Minimum of five years’ experience in customer success, account management, or relationship management within the telecommunications or technology sector. Proven track record of reducing churn, increasing adoption, and driving revenue growth is essential.

Salary

The position offers a competitive salary range of SSP 120,000 to 180,000 per month, commensurate with experience and qualifications. Performance‑based incentives and bonuses are also part of the compensation package.

Benefits

• Health insurance coverage for employee and dependents.
• Retirement savings plan with company matching.
• Annual leave and paid public holidays.
• Professional development allowance.
• Employee assistance program and wellness initiatives.

Training

• Comprehensive onboarding program covering Vodacom products, systems, and customer success methodologies.
• Ongoing training workshops on emerging telecom technologies and data analytics.
• Access to online learning platforms for continuous skill enhancement.

Working Environment

Vodacom Zambia offers a collaborative, inclusive, and technology‑driven workplace. Employees benefit from modern office facilities in Kansanshi, flexible working arrangements, and a culture that encourages innovation and knowledge sharing. The company promotes work‑life balance and supports community involvement initiatives.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online application portal on the Vodacom careers page. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for an initial interview.

Equal Opportunity Statement

Vodacom Zambia 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.