Customer Success Manager

About the role

We're looking for a Customer Success Manager to be the primary post-sales owner of our customer relationships — making sure every customer is onboarded cleanly, supported through the messy bits, and continuously getting value from RetailNext. This is a hands-on, customer-facing role for someone who's equally comfortable troubleshooting a sensor at the store level and walking a regional director through a quarterly product review.

The right person for this seat is proactive, technically curious, and genuinely energized by long-term customer relationships. You won't wait for a ticket to land — you'll watch the health signals, spot trends before they become problems, and pull in the right teams to fix them. You're comfortable working independently across time zones, juggling multiple accounts, and switching fluidly between English and French depending on who's on the call.

This role sits at the heart of customer success at RetailNext. The work you do directly shapes whether customers thrive on our platform, and your feedback loop into product, engineering, and support is how the company gets sharper over time.

Reports to: Director of Customer Support

Location: South Africa — Fully remote

What You'll Do

Customer Onboarding & Enablement

• Own end-to-end onboarding for new customers, from kickoff through go-live
• Lead product training sessions for customer teams and store-level operators
• Coordinate with installation vendors to enable smooth deployment of Aurora sensors and supporting infrastructure
• Troubleshoot store-level setup issues across both software and hardware
• Set clear expectations early so customers know what success looks like from day one

Day-to-Day Customer Partnership

• Serve as the primary point of contact for all customer inquiries — product issues, setup questions, support escalations, and billing coordination
• Communicate fluently in French and English with customers across global markets
• Build long-term, trust-based relationships with customer stakeholders at multiple levels
• Translate customer pain into clear, actionable requests for internal teams

Customer Health & Adoption

• Monitor customer health across all Empowerment components and intervene before issues escalate
• Track product usage, engagement trends, and feature adoption using tools like Pendo
• Engage customers showing declining usage and run targeted recovery actions to get them back on track
• Drive adoption of new features by proactively communicating product updates and showing customers how they apply
• Monitor infrastructure health — device uptime and sensor performance — and initiate proactive fixes before customers feel the impact

Cross-Functional Coordination

• Coordinate with support, engineering, product, and operations to resolve customer issues quickly
• Drive accountability across internal teams so issues actually get closed, not just acknowledged
• Surface customer feedback to product and engineering to inform what we build next
• Identify root causes of recurring issues and partner internally to address them at the source

What We're Looking For

Required

• 2+ years of experience in a B2B SaaS customer success or account management role
• Professional proficiency in French (spoken and written) — able to communicate clearly and confidently with French-speaking customers
• Strong customer relationship management and communication skills in a B2B SaaS environment
• Ability to troubleshoot technical and operational issues across both software and hardware
• Strong organizational skills with the ability to manage multiple customer accounts simultaneously
• Ability to collaborate cross-functionally and drive accountability for issue resolution
• Solid understanding of customer lifecycle management, onboarding, and success metrics

Valued but Not Required

• Familiarity with analytics platforms, IoT-based solutions, or retail technology
• Experience working with global customers across multiple time zones
• Hands-on experience with customer health and product analytics tools like Pendo

What We Offer

• Own a portfolio of French-speaking accounts end-to-end — onboarding, technical support, adoption, and retention all sit with you
• Work at the intersection of software, hardware, and IoT — your role spans Aurora sensor uptime, store-level troubleshooting, and SaaS adoption with Fortune 500 retailers
• Fully remote from South Africa with global customer exposure and real input into how we sharpen our customer success playbooks, tools, and processes
• Monthly Recharge Day
• Holiday Exchange Program
• Best Self Benefit Program
• Medical Insurance
• Work from Anywhere up to 90 days

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For:

The Manager, Executive Education Analytics is responsible for the day-to-day analytical leadership of the Exec Ed program pod in Cape Town. This role sits between the Director and the analyst team  -  translating strategic direction into operational rigor, ensuring analysts are producing high-quality outputs on time, and serving as the primary point of accountability for program-level spend and performance across the pod. You will manage a team of analysts who each own a portfolio of Exec Ed programs end-to-end, and you will be expected to know every program in your pod well enough to speak to it at any moment. This is a hands-on leadership role that requires both people management depth and strong analytical credibility.

Responsibilities Include, But Are Not Limited To:

1. Team Management &  Analyst Development

• Manage and develop a pod of 3-4 analysts, each responsible for demand generation analytics and program performance for a defined set of Exec Ed programs.
• Set and maintain a high quality bar for analyst outputs - spend plans, forecasts, and meeting preparation should not reach stakeholders without a manager's review.
• Run structured 1:1s with each analyst focused on work quality, skill development, and wellbeing - not just status updates.
• Actively develop analyst capability particularly in areas where the new unified model requires growth: spend planning, forecasting methodology, and partner communication.
• Manage capacity and prioritization across the pod, escalating to the Director when workload or capability creates genuine delivery risk.

 2. Spend Management & Budget Oversight

• Own the pod-level view of Exec Ed spend tracking actuals versus plan across all programs in the pod and flagging material variances to the Director in a timely manner.
• Review and approve analyst spend plans before they are submitted to the media execution team, ensuring plans are analytically sound and aligned to program goals.
• Serve as the escalation point for spend-related questions from media, finance, or internal stakeholders within your pod.
• Ensure analysts are held accountable to budget accuracy and that spend decisions are documented and defensible.

 3. Analytics & Program Performance

• Maintain a real-time view of all programs in the pod  -  you should be able to speak to any program's status, funnel performance, and risks without preparation.
• Review cohort forecasts produced by analysts ensuring they reflect current pacing, are methodologically consistent, and are ready for stakeholder consumption.
• Own submit-to-registration analysis at the pod level  -  identifying systemic patterns across programs and surfacing insights to the Director and broader team.
• Ensure the pod meeting cadence is maintained with analysts leading well-prepared, data-driven program performance conversations on the agreed schedule.

 4.  Portfolio Visibility & Stakeholder Engagement

• Contribute to portfolio-level reporting by ensuring pod-level data is accurate, submitted on time, and in the correct format for rollup by the Director.
• Serve as a senior analytical resource in stakeholder conversations where analyst-level presence is insufficient - stepping in to provide additional context or credibility.
• Partner with US-based colleagues including the broader Analytics leadership team, maintaining tight alignment on spend plans, forecasting methodology, and portfolio priorities.
• Support partner-facing engagements as needed, ensuring that the analytical narrative presented to university partners is accurate, clear, and reflects the full picture of program performance.

 5.  Operations & Team Rhythm

• • Own the operational cadence of the pod including spend plan submission timelines, forecast cycles, and program meeting schedules.
  • Establish and maintain team norms around data hygiene, output formatting, and stakeholder communication  particularly important as the CT team is new and norms are being set.
  • Coordinate with the Lead Analyst (Portfolio) to ensure program-level data flows correctly into portfolio analytics workstreams such as contact strategy and partner reporting.
  • Identify and flag process improvement opportunities including areas where tooling or automation could reduce manual work across the pod.

Things That Should Be In Your Background:

• 5+ years of experience in analytics, with at least 1-2 years in a people management or formal mentoring role.
• Strong command of demand generation analytics, media spend management, and registration or enrollment funnel performance.
• Proven ability to hold a team accountable to output quality and deadlines while maintaining a coaching and development mindset.
• Highly organized - you can track multiple programs, workstreams, and analyst portfolios simultaneously without dropping threads.
• Strong communicator, comfortable in both internal stakeholder settings and cross-timezone collaboration with US-based leadership.
• Analytically credible - you can engage deeply with the work your analysts are producing and identify issues before they reach stakeholders.
• Proficiency in analytics and BI tools; SQL or equivalent querying skills.

Other Attributes That Will Help You In This Role:

• Experience in higher education, ed-tech, or an enrollment- or subscription-based business.
• Familiarity with CRM systems, contact strategy analytics, or customer journey frameworks.
• Experience working in a globally distributed team with remote leadership.

•  Exposure to cohort-level forecasting methodology and registration funnel analytics.

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, ZA benefits include: 

2 complimentary Getsmarter short courses per year

Subsidised medical aid with Discovery Health Medical Scheme

4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit

Employee Assistance Program (EAP)

Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U LLC.

For more than a decade, 2U, Inc. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.

About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U, LLC. Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.

Learn more at https://2u.com/careers/
#NoBackRow

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay. 

2U is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. 2U requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For:

The Director of Executive Education Analytics leads a dedicated Cape Town-based analytics team responsible for the full performance of 2U's Exec Ed portfolio. Reporting directly to the VP of Analytics, this is a senior leadership role with broad scope: you will oversee a team of analysts and managers, own the analytical strategy for the Exec Ed business, and serve as the most senior analytics voice in partner and leadership conversations for this segment. The role sits at the intersection of people leadership, investment management, and business performance - and requires someone who can operate with authority at both the strategic and operational level.

Responsibilities Include, But Are Not Limited To:

1. Team Management & Development

• Lead and manage the Cape Town Exec Ed analytics team, including a Senior Manager, Lead Analyst (Portfolio), and Senior Analysts.

• Set clear expectations for performance, output quality, and professional development across the team.

• Own the hiring, onboarding, and capability development of direct reports and the broader team beneath them.

• Create a high-performance team culture that is analytically rigorous, partner-oriented, and accountable to outcomes.

• Serve as the escalation point for people, performance, and stakeholder issues within the Exec Ed analytics function.

2. Spend Management & Investment Oversight

• Own the analytical oversight of Exec Ed media investment ensuring spend plans are grounded in performance data, aligned to program goals, and executed correctly by media teams.

• Hold the team accountable to monthly spend plan production and budget management for every program in the Exec Ed portfolio.

• Partner with the Demand Generation and Media teams to ensure investment decisions are informed by full-funnel analytics, not channel metrics alone.

• Provide leadership-level visibility into spend performance, variance from plan, and the analytical rationale behind investment decisions.

3. Analytics & Program Performance

• Ensure the team delivers rigorous, timely program performance analytics across all Exec Ed offerings - covering funnel performance, submit-to-registration conversion, and cohort-level outcomes.

• Own the registration forecasting function for Exec Ed, ensuring forecasts are accurate, consistently produced, and clearly communicated to business stakeholders.

• Drive the team toward analytical best practices including the use of consistent methodologies, clean data hygiene, and a push toward automation where appropriate.

• Lead or sponsor program performance conversations with senior internal stakeholders, stepping in where Director-level presence is required.

4. Portfolio Performance & Partner Reporting

• Maintain a portfolio-level view of Exec Ed program health - tracking trends, identifying systemic risks, and ensuring leadership has a clear picture of the business at all times.

• Oversee partner reporting ensuring that analytics delivered to university partners are accurate, well-presented, and reflect the full scope of program performance.

• Oversee contact strategy analytics and customer journey analytics for Exec Ed, ensuring the team is building the right frameworks to measure and optimize the learner experience.

• Partner with the VP of Analytics and CMO on portfolio-level strategy, cross-functional priorities, and Exec Ed business planning.

5. .  Cross-Functional Leadership

• • Serve as the senior Exec Ed analytics representative in cross-functional forums involving Finance, Media, Demand Generation, and Partner teams.

  • Partner with the Finance team on program-level financial reporting, forecast alignment, and budget planning.

  • Coordinate with the Degree Analytics team particularly the Portfolio Analytics function, to ensure consistency in methodology and reporting standards across the organization.

  • Represent the analytics function in partner-facing conversations where a Director-level presence is required.

Things That Should Be In Your Background:

• 8+ years of experience in analytics, with at least 3 years leading a team of 4 or more analysts or managers.

• Demonstrated ownership of a business analytics function with accountability for both people and outcomes.

• Strong command of demand generation analytics, media spend management, and enrollment or registration funnel performance.

• Experience engaging with external partners or clients in an analytics capacity  -  you are comfortable in the room with senior stakeholders.

• Ability to operate with autonomy in a Cape Town-based role while maintaining close alignment with US-based leadership.

• Excellent communication skills  -  you present analytical findings clearly and confidently to executive and partner audiences.

• Proficiency in analytics and BI platforms (Tableau, Looker, or equivalent) and strong SQL or equivalent querying skills.

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, ZA benefits include: 

• 2 complimentary Getsmarter short courses per year
• Subsidised medical aid with Discovery Health Medical Scheme
• 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
• Employee Assistance Program (EAP)
• Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U LLC

For more than a decade, 2U, Inc. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.

About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U, LLC. Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.

Learn more at https://2u.com/careers/
#NoBackRow

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay. 

2U is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. 2U requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For:

We are seeking a highly skilled and experienced Data Engineer III to serve as a key individual contributor responsible for architecting, implementing, and maintaining robust Data Technology Systems across the entire Modern Data Stack (Data Integration, Storage, Transformation, and Governance). This role demands deep technical proficiency and architectural foresight, requiring the candidate to be hands-on, capable of diving deep into any part of the stack, and executing complex technical work efficiently. 

As a senior member of the team, you will spearhead technical and infrastructure innovation, mature our code base and development processes, and provide essential technical guidance and mentorship to Junior and Intermediate Data Engineers. You will collaborate closely with cross-functional teams, including Analytics Engineers and Product Managers, to ensure the delivery of optimized data pipelines and reliable, high-impact data products.

Responsibilities Include, But Are Not Limited To:

• Technical
• Design and build robust, scalable, and high-performance ETL/ELT data pipelines
• Develop and implement solutions using advanced programming languages (e.g., Python, SQL, DBT)
• Optimize and performance-tune complex data workflows and queries to handle massive data volumes and ensure minimal latency
• Assist with the design and implementation of data models for Data Warehouses (Snowflake etc.)
• Implement data quality frameworks (validation, monitoring, and testing) to ensure data accuracy, consistency, and completeness
• Establish comprehensive error logging and alerting systems for pipeline health and failure remediation
• Apply DevOps practices to data infrastructure, often involving Infrastructure as Code (e.g., Terraform)
• Management 
• Effectively leverage knowledge, expertise and experience to lead and deliver projects
• Effectively support and mentor data engineers
• Business
• Stakeholder management throughout all business departments
• Collaborate with other engineers and analysts to execute projects
• Personal 
• Perform research and constantly stays on top of the industry’s trends
• Engage and proactively seek opportunities for improvement through ongoing learning

Things That Should Be In Your Background:

• 5+ years experience in the Data industry
  • 4+ years experience in a Data Engineering role
• Expert in SQL to then implement where needed in Data Warehousing systems and Data Pipelines
• PostgreSQL / MySQL / Python / R / Redshift / Snowflake experience
• Experience in database design and database management
• A sound understanding of data management principles, including data quality assurance and data governance
• Experience in source code and version control systems
• Experience with infrastructure automation (Terraform) 
• Familiarity working with containerized services (Docker and Kubernetes)
• Experience in the shipment of data using various methods, such as ETL/ELT, within tools such as Airflow (MWAA), Argo, dbt
• Experience using services within the AWS ecosystem (e.g, RDS, EC2, Redshift, EKS)
• Understanding or knowledge of Linux commands (bash scripting)
• Manages multiple projects, resolves challenges swiftly, delivers adaptable approaches, and values diverse opinions.
• Takes ownership, anticipates new problems, tests solutions, and mentors on effective problem-solving techniques.
• Sets quarterly goals aligned with team objectives, tracks progress in Workday, and communicates barriers to the manager. Takes personal responsibility for quality and timeliness of work, correcting mistakes and learning from them. 
• Demonstrates expert understanding, introduces new tools/methodologies, and provides team training to enhance productivity.
• Tailors messages for audience understanding, engages respectfully in team meetings, synthesizes thoughts effectively, presents confidently, and actively listens to stakeholders.
• Consistently builds and maintains key stakeholder relationships, perceived as a trusted partner, offers sound guidance, and navigates challenging relationships effectively.

Other Attributes That Will Help You In This Role:

• A degree in Computer Science/Information Systems/Engineering preferred

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, ZA benefits include: 

• 2 complimentary Getsmarter short courses per year
• Subsidised medical aid with Discovery Health Medical Scheme
• 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
• Employee Assistance Program (EAP)
• Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U

For more than a decade, 2U has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.

About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U. Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.

Learn more at https://2u.com/careers/
#NoBackRow

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay. 

2U is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. 2U requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For:

As the Senior Manager of Cybersecurity Operations, you will lead and mature 2U’s global cyber defense and security operations capabilities. This role is accountable for the effective execution of threat detection, incident response, vulnerability management, and operational security monitoring across a global enterprise.

You will manage and develop a team of security engineers responsible for day-to-day security operations, while also acting as the operational bridge between cybersecurity engineering, infrastructure, SRE, IT, and external partners (including managed or embedded resources). While remaining technically credible, your primary focus will be on operational excellence, incident readiness, process maturity, and ensuring consistent, high-quality execution of security operations at scale.

This role requires strong leadership, sound judgment under pressure, and the ability to translate technical security events into clear risk-based communication for senior stakeholders. You will own operational outcomes, ensure alignment to industry frameworks, and continuously improve tools, processes, and team capability to reduce risk across 2U’s most critical systems.

Responsibilities Include, But Are Not Limited To:

Cybersecurity Operations & Execution

• Own and oversee day-to-day cybersecurity operations, ensuring effective threat detection, investigation, response, and remediation across cloud, application, and infrastructure environments.
• Ensure security monitoring, alerting, and response processes are consistently executed, well-documented, and aligned to defined SLAs and severity models.
• Provide operational oversight of security tooling (e.g., SIEM, EDR, SOAR), ensuring tools are properly configured, maintained, and delivering actionable outcomes.
• Drive continuous improvement of operational runbooks, response workflows, and automation to reduce manual effort and improve response quality.

Cybersecurity Incident Management & Operational Readiness

• Own the cybersecurity incident management program, ensuring incidents are triaged, escalated, coordinated, and resolved effectively.
• Ensure clear roles, escalation paths, and communications are in place for security incidents, including coordination with SRE, Engineering, Infrastructure, IT, Legal, Privacy, and Communications teams.
• Lead post-incident reviews for security incidents, driving root cause analysis, remediation tracking, and systemic improvements.
• Ensure incident response practices align with industry standards and internal risk management expectations.

Engineering, Cloud & Application Security Alignment

• Partner with Cloud Security, Application Security, and Engineering teams to ensure security controls, detections, and response requirements are operationalised within cybersecurity operations.
• Ensure outputs from Cloud Security and Application Security initiatives (e.g., controls, detections, alerts, runbooks) are effectively integrated into security monitoring, incident response, and operational workflows.
• Act as the primary intake point for security-relevant operational signals from engineering and platform teams, ensuring they are triaged, prioritised, and actioned appropriately by cybersecurity operations.
• Collaborate with partner teams to identify gaps in detection, response coverage, and operational readiness, and drive improvements to expand and mature cybersecurity operations coverage.
• Serve as an escalation and advisory point for security-related operational issues, ensuring coordination with the appropriate domain owners (Cloud, Application, Infrastructure, SRE) while maintaining clear accountability.

Security Operations Coverage & Readiness

• Ensure cybersecurity operations maintain effective visibility and response capability across cloud, infrastructure, and application environments, aligned to defined risk and threat models.
• Oversee the integration of logging, telemetry, alerts, and response playbooks into operational tooling (e.g., SIEM, SOAR, EDR), without assuming ownership of underlying platform or application architectures.
• Partner with domain security teams to validate that new systems, services, and changes are adequately covered by operational security monitoring and incident response processes.
• Continuously assess and improve operational coverage to ensure cybersecurity operations can detect, respond to, and support incidents across the evolving technical environment.

Proactive Risk & Vulnerability Management

• Own the operational vulnerability management lifecycle, ensuring vulnerabilities are identified, prioritized, remediated, and tracked to closure.
• Use risk-based prioritization to balance remediation effort with business impact and operational realities.
• Ensure security findings and risk trends are translated into clear, actionable insights for technical and non-technical stakeholders.

Team Leadership & Partner Management

• Lead, mentor, and develop cybersecurity operations engineers, fostering a culture of accountability, continuous improvement, and operational excellence.
• Provide direction and oversight to embedded or partner resources (e.g., Sonata), ensuring clear expectations, quality delivery, and alignment to 2U standards.
• Contribute to workforce planning, skills development, and operational maturity of the cybersecurity operations function.

Things That Should Be In Your Background:

• 5+ years experience in cybersecurity or security operations, with progression into technical leadership or people management.
• Experience leading or supporting security operations, incident response, or threat management in complex environments.
• Working knowledge of AWS; exposure to GCP or Azure is a plus.
• Comfortable with scripting/automation (e.g., Python, Bash) to guide and review operational improvements.
• Experience partnering on CI/CD and DevSecOps initiatives to ensure security signals feed into detection and response.
• Familiarity with cloud-native and containerised environments and their operational security risks.
• Required: Hands-on experience with SIEM and EDR platforms supporting security monitoring, investigation, and incident response.
• Beneficial: Experience with SOAR workflows and WAF technologies to support security automation and application protection.
• Strong analytical judgment, able to make risk-based decisions under pressure.
• Clear communicator with both technical teams and senior stakeholders.

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, ZA benefits include: 

• 2 complimentary Getsmarter short courses per year
• Subsidised medical aid with Discovery Health Medical Scheme
• 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
• Employee Assistance Program (EAP)
• Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U

For more than a decade, 2U has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.

About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U. Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.

Learn more at https://2u.com/careers/
#NoBackRow

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay. 

2U is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. 2U requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Job summary

The Associate Customer Success Manager (CSM) supports new customers through the initial implementation and activation of their DigiCert platform environment. This role focuses on customer onboarding and helping users feel confident and successful using the platform.

The focus will be on guiding customers through the platform experience and ensuring they have everything they need to move forward to their deployment phase.

This role is ideal for someone looking for a career in Customer Success, Customer Support, or SaaS.

What you will do

Customer Onboarding & Adoption

• Support new customers during their onboarding journey
• Join or lead onboarding kick-off calls to understand customer goals and expectations
• Walk customers through platform features, navigation and key workflows
• Help customers understand how to use the platform for their specific needs
• Encourage early usage and engagement across customer users

Customer Education & Training

• Deliver walk-through sessions
• Share training materials, guides and help resources
• Answer “how do I” questions and explain product features in simple terms
• Reinforce best practices and common use cases

Communication & Coordination

• Act as a friendly, reliable point of contact during onboarding
• Co-ordinate with Validation teams to ensure required validation steps are completed
• Work with internal and external stakeholders to establish the certificate infrastructure and co- ordinate the loading of Certificate Authority (CA) to ensure customers environment is fully operational
• Work with Support or Deployment teams when technical questions arise (without owning the fix)

Documentation & Handover

• Keep customer notes and onboarding progress up to date in internal systems
• Confirm when customers have completed onboarding and are ready for next steps

What you will have

• 2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector
• Strong communication skills and confidence speaking with customers
• Friendly, helpful, and professional attitude
• Organized with good attention to detail
• Comfortable learning new systems and explaining it to others
• Interest in customer success, onboarding, or SaaS roles
• Experience delivering training, demos, or presentations
• Familiarity with CRM or customer success tools

Benefits

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance

#LI-FP1

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Job summary

The Associate Customer Success Manager (CSM) supports new customers through the initial implementation and activation of their DigiCert platform environment. This role focuses on customer onboarding and helping users feel confident and successful using the platform.

The focus will be on guiding customers through the platform experience and ensuring they have everything they need to move forward to their deployment phase.

This role is ideal for someone looking for a career in Customer Success, Customer Support, or SaaS.

What you will do

Customer Onboarding & Adoption

• Support new customers during their onboarding journey
• Join or lead onboarding kick-off calls to understand customer goals and expectations
• Walk customers through platform features, navigation and key workflows
• Help customers understand how to use the platform for their specific needs
• Encourage early usage and engagement across customer users

Customer Education & Training

• Deliver walk-through sessions
• Share training materials, guides and help resources
• Answer “how do I” questions and explain product features in simple terms
• Reinforce best practices and common use cases

Communication & Coordination

• Act as a friendly, reliable point of contact during onboarding
• Co-ordinate with Validation teams to ensure required validation steps are completed
• Work with internal and external stakeholders to establish the certificate infrastructure and co- ordinate the loading of Certificate Authority (CA) to ensure customers environment is fully operational
• Work with Support or Deployment teams when technical questions arise (without owning the fix)

Documentation & Handover

• Keep customer notes and onboarding progress up to date in internal systems
• Confirm when customers have completed onboarding and are ready for next steps

What you will have

• 2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector
• Strong communication skills and confidence speaking with customers
• Friendly, helpful, and professional attitude
• Organized with good attention to detail
• Comfortable learning new systems and explaining it to others
• Interest in customer success, onboarding, or SaaS roles
• Experience delivering training, demos, or presentations
• Familiarity with CRM or customer success tools

Benefits

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance

#LI-FP1

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What drives our operations? Our people! We're looking for a strategic and impact-driven Regional Domain Manager - Driver Ops to lead Bolt's Driver Operations across multiple markets within the region. This is an execution-focused role, directly accountable for driving the roll-out and impact of central Driver Operations initiatives at Regional Level.

With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.

We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or disability.

Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!

You will ensure that every central program - spanning Driver Acquisition, Driver Engagement, Rewards & Loyalty, Quality, Driver Experience and Funnel management, and Driver Community Engagement - is executed with excellence in your region. You will also channel structured market insights and feedback to central teams, ensuring global programs are designed and iterated with real market context.

As the accountable owner for regional Driver Domain KPIs, you will ensure markets meet their OKRs, remove blockers, and create clear alignment between local and central teams. This is a high-impact role suited for someone who thrives on making things happen and who can hold both local and central teams accountable for results.

Drive the end-to-end execution of global Driver Ops initiatives in the region, ensuring every program (Driver Acquisition, Driver Engagement, Rewards & Loyalty, Quality, Driver Experience and Funnel management, and Driver Community Engagement) achieves its targets Translate global frameworks into action plans for markets, with clear accountability and timelines Monitor program delivery, escalating blockers early, and ensuring pivots or interventions are implemented without delay Translate central Driver Ops strategy into actionable regional priorities, ensuring consistency and scalability across markets Provide structured feedback from country teams, surfacing risks, regulatory challenges, or demand-side nuances to influence the design of future global programs Participate in domain-level business reviews (MBR, QBR), preparing performance commentary, root-cause analysis, and improvement actions Cascade central updates, frameworks, and priorities to Local Driver Ops leads Own regional domain KPIs and OKRs, ensuring markets deliver on agreed objectives (e.g. new driver acquisition, monthly active drivers, rewards coverage and quality, speed of onboarding, driver quality and engagement etc.) Track metrics rigorously, root-cause underperformance and drive corrective actions Enforce adoption of central tools, dashboards, and processes to ensure equity in execution Lead regional syncs, consolidate escalations, and ensure performance transparency Lead regional prioritisation reviews, ensuring resources are allocated to the highest ROI opportunities and aligned to central objectives Resolve prioritisation conflicts with GMs and central teams decisively, keeping execution on track Ensure regional execution is aligned with global priorities while addressing local market specifics (e.g., regulatory constraints, payment methods etc.) Upskill local Driver Ops teams, ensuring playbooks, templates, and training are deployed Build a culture of cross-market learning by sharing best practices, failures, and optimisations across your cluster Support local managers in building business cases for new initiatives, ensuring alignment with both central and regional objectives

7+ years of experience in operations, program management, or category ownership with regional or multi-country scope Demonstrated success in leading multi-countries initiatives or programs with measurable impact Demonstrated ability to align central strategy with regional and local delivery Strong analytical and commercial mindset, with experience managing budgets, trade-offs, ROI Excellent communication and stakeholder management skills, including senior leadership engagement High ownership and initiative, with the ability to bring structure to ambiguous contexts

Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don't tick every box, please consider applying!

Play a direct role in shaping the future of mobility. Impact millions of customers and partners in 600+ cities across 50 countries. Work in fast-moving autonomous teams with some of the smartest people in the world. Accelerate your professional growth with unique career opportunities. Get a rewarding salary and stock option package that lets you focus on doing your best work. Enjoy the flexibility of working in a hybrid model. Take care of your physical and mental health with our wellness perks.

*Some perks may differ depending on your location.

Product Manager — Connect

We're looking for a Product Manager to take a lead on ClearScore's Universal API platform. This is the technical foundation that will power how we share our data, capabilities and intelligence beyond our consumer apps. You’ll enable B2B distribution, agentic workflows in the credit space and entirely new ways for partners to integrate with ClearScore.

Working alongside your Head of Product and closely with Platform and Data engineering, you'll own the roadmap and execution of a unified API gateway serving both internal teams and external partners. You'll work closely with the Upstream product team, who own the commercial proposition and externalisation of ClearScore's capabilities, ensuring the platform they need is robust, scalable and well-governed. From defining the technical foundations to shipping a best-in-class developer experience, you'll take this from early planning through to delivery.

What you will be doing:

• Ship and run a unified API Gateway - Deliver a scalable, durable and extensible API gateway for the ClearScore group to build on for the next 10 years.
• Define API Standards - Set standards for developing internal and external APIs for the ClearScore group as a whole.
• Onboard the ClearScore group - Bring all internal users on the journey and onboard the group onto our new API stack.
• Enable commercial opportunities - Work closely with the Upstream product team and commercial stakeholders to ensure the API platform supports new partnership and distribution models.
• Own our external developer experience - Take the lead on shipping a world class developer experience via our developer portal, documentation and sandboxes.

Skills we'd love you to have

• Experience as a Product Manager working with API platforms, developer tools or previous experience as a Software Engineer in these domains.
• Strong analytical and technical skills - able to dig into complex data, deeply understand technical concepts and contribute to engineering decisions on API standards.
• Experience shaping discovery with non-technical partners. Interviews, user research, requirements gathering.
• Experience setting direction, objectives and a roadmap for your team.
• Excellent communication skills, particularly when aligning cross-functional teams.
• Confident decision-maker who can prioritise, iterate and make progress in incomplete information environments.
• Experience in regulated or financial services is helpful but not necessarily required.

Why ClearScore?

ClearScore is on a mission to make the world of personal finance clearer, calmer, and easier to understand. It starts with the free credit score and report but we're about to do so much more.

We want to take the complex financial decisions that people make in their lives and make them easier. We hold one of the biggest FinTech user bases in the world of over 22 million users but run ourselves like little start-ups. You're encouraged to challenge the status quo and fight for the better.

Since our launch in July 2015 in the UK we have expanded our product into South Africa in 2017, and Australia in 2020 and Canada in 2022. Our company culture is a fundamental part of all we have achieved. We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organization.

We trust you to manage your own time, so we offer flexible work and no fixed desk hours. We don't micromanage and believe in measuring outcomes rather than effort. We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth.

We also have a super-fast and friendly interview process, which is more like having a friendly discussion than being put under a microscope or pressure. We want to know the real you and if you'd be a great fit for us. 

Benefits:

• Holidays – 20 paid holidays (plus public holidays) and a “duvet day” on your birthday
• Pension Fund contribution over and above salary
• Private Medical Insurance
• Eye Tests
• Medial Aid Benefit - over and above salary
• Continued investment into learning and development 
• Flexible work hours and the ability to work from home
• Flexible, generous, and personalised maternity and paternity plans
• Monthly team events and office days out that we get to choose, and company events at the end of each quarter and retro
• Employee Assistance Program
• ClearScore Support Hub
• Perkbox

Equal Opportunities

ClearScore is committed to providing equal employment opportunities to all qualified individuals. As an equal opportunity employer, we are able to make reasonable adjustments to accommodate individuals with disabilities during the recruitment and selection process. If you require accommodation, please inform us in advance, and we will work with you to meet your needs.

• Levels 1-5: Minimum 2 days per week in-office
• Level 6 and above: Minimum 3 days per week in-office

• Flexibility to manage your work and life
• Dedicated in-office days for team building and collaborative projects
•  Office facilities (with plants!) designed for productive interactions
• Clear expectations and support for maintaining our hybrid schedule