Job Description

About Us

At Clixer, we're transforming network infrastructure for the hyper-connected world. With the rise of connected devices, cloud computing, and data-heavy applications, networks face unprecedented demands--and our innovative monitoring and packet broker technology meets them head-on. We empower businesses to simplify complexity, enhance security, and maximise ROI, offering real-time visibility and high-performance scalability. Join our team of forward-thinking professionals who are passionate about making networks smarter, faster, and more resilient and help shape the future of connectivity.

Our Culture

At Clixer, we drive change. Our culture is a vibrant blend of passion, creativity, and a relentless pursuit of excellence. Every team member is empowered to challenge the status quo and contribute to our collective success.

Who You Are

You are a strategic leader who understands that true customer success is not just about solving problems--it's about anticipating them, designing scalable solutions, and building relationships that drive long-term growth. You are passionate about post-implementation excellence, with a track record of building high-performing customer success teams, implementing data-driven strategies, and delivering on service-level commitments.


You are confident managing both operations and customer relationships at scale. You are equally comfortable in front of a client, a dashboard, or a whiteboard, and you believe in combining empathy with analytics to create a meaningful impact. If you're excited to lead the next evolution of Clixer's customer success journey and play a key role in shaping service delivery excellence, we want to hear from you.

The Role

As the

Head of Customer Success

, you will be responsible for setting the strategic direction of our customer success department, ensuring customers receive proactive, high-quality post-implementation support that aligns with our business goals. You will lead help desk operations, SLA governance, customer audits, and service improvement initiatives--while mentoring a team of engineers to uphold service excellence and client satisfaction.

In this role, you will:

Develop and execute a company-wide customer success strategy to drive retention, satisfaction, and loyalty Oversee post-implementation services, ensuring uptime, proactive maintenance, and service stability Lead help desk operations and ticketing performance to ensure SLA compliance and timely resolution Serve as the escalation point for complex client issues, working cross-functionally to deliver effective outcomes Implement regular performance audits and customer feedback loops to enhance service delivery Use customer insights and analytics to identify opportunities for improvement and innovation Define and monitor KPIs such as Net Revenue Retention (NRR), Customer Health Score, and SLA Compliance Rate Hire, mentor, and lead a high-performing team while fostering a customer-first, metrics-driven culture Collaborate closely with Product, Sales, and Technical teams to align success efforts with company strategy

What Requirements You Need

Bachelor's degree in business, IT, or a related field At least 8 years of experience in customer success, technical support, or a related role, with at least 3 years in a leadership position. Proven experience in aligning customer success strategies with organisational growth goals Strong understanding of post-implementation support, SLA management, and service delivery processes. Familiarity with help desk systems, customer success tools, and IT service management frameworks (e.g., ITIL). Ability to develop and implement comprehensive customer success strategies that align with the company's goals and objectives Proficiency in building and maintaining strong relationships with customers, understanding their needs, and ensuring their satisfaction to foster loyalty and retention Skill in analysing customer data to inform strategies, predict behaviours, and proactively address issues, thereby enhancing the customer experience Expertise in designing and implementing processes that enhance team productivity and customer engagement, ensuring efficient and effective service delivery Strong ability to articulate the value of customer success across the organization, advocate for customer needs, and influence stakeholders to align with customer-centric initiatives Capacity to understand and share the feelings of both customers and team members, fostering a culture of support and collaboration Ability to manage change, embrace new technologies, and lead teams through transitions to stay ahead in a dynamic business environment Has good understanding of how customer success activities impact revenue, with the ability to identify opportunities for upselling, cross-selling, and reducing churn
We regret to inform that only shortlisted candidates will be notified. All applications will be treated with the strictest confidence.





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The Location:

Ubi Vertex Building