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

Senior Full Stack Engineer

The Role - What will you be doing? 

Key Responsibilities and Duties

• Join a rapidly growing team to help BCB build and scale our products and deliver them to clients.
• Use your software engineering skills to develop, test, release, support and maintain complex financial platforms. Our backend is written in Node driven by SQL databases and our front-end uses the Angular framework. All our services run in google cloud in Kubernetes.
• Work closely with product managers to focus on new feature design, build and ship scalable products.

So, what are we looking for?

• 5+ Years Experience in software engineering.
• Experience working with microservices and distributed systems architecture.
• Expert proficiency in server-side development.
• Proficiency in TypeScript.
• Experience with event-driven architecture and message queuing systems, ideally Google Pub/Sub, Kafka.
• Experience with Node.JS and server frameworks, ideally NestJS.
• High level expertise in SQL development and database programming: MySQL/PostgreSQL.
• Good working knowledge of front-end frameworks, ideally Angular.
• Knowledge of Cloud Platforms, ideally Google Cloud..
• Expertise in automated testing at unit, integration and system level.
• Experience with CI/CD platforms, ideally gitlab.
• Experience in Fintech/Banking is highly desirable.
• Take ownership of key architectural decisions and contribute to the technical roadmap.
• Mentor junior engineers and champion best practices within the team.

What’s in it for you?       

Our people are constantly striving to be the best through operational excellence. The professional development and learning opportunities create an agile, hardworking, conscientious, and knowledgeable team. 

The opportunities for personal growth are exponential. You grow as the business grows. The roles and responsibilities are broad and ever-changing, and the dynamism of BCB keeps you engaged and highly motivated.  

At BCB, you don’t just work for your manager; they work for you too. We believe in empowering individuals to create a culture of personal growth, together. We focus on driving empowerment from the bottom up, up-skilling every individual at every level. This means our team has a sense of commonality and belonging, driven by a shared belief in our mission. We’re passionate about our business, our people, and providing 360-degree support for success.       

• The chance to operate at the forefront of our industry                                   
• You can talk to anyone in the business as there are no barriers and everyone is accessible
• You will be collaborating with teams on a hybrid working arrangement
• We value team success where every individual can grow and prosper
• 30 days annual leave each year, excluding bank holidays
• 4 wellbeing days per year to prioritise your mental health 
• 1 company volunteering day per year
• Strong benefits package including; Private Healthcare, Pension, Income Protection (long-term absence), Life Insurance, Menopause Policy, and an enhanced Parental Leave policy

About BCB Group

BCB Group is a leading provider of regulated payment and trading services in crypto and fiat for the digital asset economy. We provide accounts, cryptocurrency and foreign exchange market liquidity for some of the world’s largest, crypto-engaged businesses, including crypto exchanges, liquidity providers, market makers, investment firms, custodians, payment processors and wallet providers.

Our end-to-end suite of products are accessible through our Client Console UI and API. We offer more than 40 fiat and cryptocurrencies, deep trading liquidity, 24/7 instant payments through our instant settlements network, BLINC, and secure crypto services. Our strong focus on compliance matches our technical and business expertise, and we are regulated by some of the world’s most respected regulators. Authorised in the UK, France and Switzerland, we place the utmost importance on our regulatory-first institutional principles.

Our leadership team boasts years of relevant, high-level experience at globally-renowned institutions. They combine finance, law, regulatory and technology skills in traditional and crypto financial services with a deep understanding of the new digital asset economy.

Our mission is to create the trusted platform to pay, store, trade and earn fiat and digital assets, globally 24/7

www.bcbgroup.com