Client Success Principal

JOB TITLE:

Client Success Principal

LOCATION:

Johannesburg / Cape Town (Hygrid/Remote)

ABOUT CYBERLOGIC:

Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.

Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.

Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.

Through our non-profit, R4C (Ride for a Child), we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.

OUR VALUES:

• We challenge ourselves to be more AWESOME
• We are driven to KEEP learning and EVOLVING
• We look beyond symptoms to identify and RESOLVE ROOT CAUSES
• We hold each other accountable through CANDID and constructive FEEDBACK
• We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
• We CARE deeply ABOUT the success of CYBERLOGIC
• We FINISH WHAT WE START
• We always GIVE OUR BEST even if it means putting in the hard yards
• We KEEP THINGS SIMPLE

PURPOSE OF POSITION:

The Client Success Principal is responsible for leading strategic client growth across key client accounts by applying management consulting and digital transformation consulting as the primary departure point for shaping value. In practice, the role centres on executive-level client engagement, opportunity shaping, proposal and bid leadership, solution development, governance-oriented advisory input, and cross-functional coordination across internal teams and partner organisations. The role helps clients define direction, prioritise transformation initiatives, improve the maturity of their technology and operating environments, and translate strategic intent into commercially credible and deliverable programmes. The role also supports account expansion, strategic initiatives, knowledge sharing and mentorship, while helping to strengthen Cyberlogic’s market positioning, commercial performance and long-term client relationships.

KEY RESPONSIBILITIES:

Strategic Account Leadership and Growth
Estimated time allocation: approximately 20%–30% of role capacity. 

• Lead growth across strategic client accounts by identifying, shaping and advancing opportunities where management consulting, digital transformation consulting and Cyberlogic’s broader service capabilities can solve a client’s business challenges.
• Own strategic account planning for priority clients, including growth plans, stakeholder mapping, opportunity pipelines and long-term relationship development.
• Engage senior client stakeholders to understand strategic objectives, governance requirements, transformation priorities, risk considerations and business challenges, and translate these into credible consulting-led solution opportunities.
• Support Client Success Managers and other commercial colleagues in expanding existing accounts through cross-sell, upsell and strategic penetration opportunities.
• Represent the voice of the client internally by ensuring Cyberlogic’s proposals, service design and delivery approach remain aligned to client outcomes and expectations.
• Provide clients with commercially relevant insight on managed IT, cybersecurity, governance, management consulting and digital transformation, positioning Cyberlogic to add strategic value beyond traditional service delivery.
• Lead or coordinate strategic client conversations related to transformation strategy, service maturity, target operating models, adoption, change leadership and the evolution of client technology environments.
• Contribute to priority internal growth initiatives by helping convert market opportunities into well-defined client offers and account actions.

Commercial Leadership and Advisory-led Sales
Estimated time allocation: approximately 25%–35% of role capacity.

• Lead complex proposals, bids, renewals and strategic commercial responses, coordinating contributors across technical, operational, legal, finance and partner teams.
• Shape solution narratives and commercial positioning so that proposals are strategically coherent, consulting-led, client-specific, defensible and aligned to Cyberlogic’s value proposition.
• Work across consulting, delivery and specialist teams to define scope, solution design, commercials, assumptions, dependencies and risk considerations for consulting engagements, O-CIO assignments and digital transformation opportunities.
• Support negotiations and commercial decision-making by balancing client value, delivery practicality, profitability, risk and long-term relationship objectives.
• Maintain disciplined pipeline, account and opportunity data, and contribute to commercial forecasting, reporting and strategic growth planning. Lead by example to others in the Demand function.
• Translate broad strategic priorities into actionable client pursuits, internal initiatives and structured plans that can be executed across multiple stakeholders.
• Contribute to the development of repeatable offers, proposal assets, methodologies and supporting collateral that improve the quality and efficiency of future commercial work.

Internal Leadership and Enablement
Estimated time allocation: approximately 8%–12% of role capacity.

• Mentor and support colleagues in areas such as executive communication, proposal development, client engagement, commercial thinking and strategic account management.
• Lead or contribute to internal enablement initiatives that strengthen storytelling, knowledge sharing, commercial capability and the quality of client-facing outputs.
• Develop practical assets, playbooks, frameworks and reusable content that strengthen Cyberlogic’s management consulting, digital transformation and client advisory capability.
• Actively build knowledge in relevant market, client and technology domains and apply this insight to strengthen internal capability and external credibility.
• Support overall knowledge management in the team, and how AI tools can be used responsibly to scale impact.
• Model senior stakeholder engagement and governance-aware communication that is appropriate for executive, board and client leadership audiences.
• Provide formal and informal feedback, coaching and support to help colleagues grow in role clarity, accountability and client-facing effectiveness.
• Help strengthen internal alignment across business units, specialist teams and external partners where coordinated input is required to serve client opportunities effectively.
• Serve as a senior internal contributor on strategic initiatives, role development and organisational improvement where strong commercial judgment and cross-functional coordination are required.

Market Influence
Estimated time allocation: approximately 3%–5% of role capacity.

• Contribute to Cyberlogic’s brand and market presence through selected thought leadership, partner engagement, marketing support and participation in strategic industry conversations.
• Represent Cyberlogic credibly in the market through external engagement, trusted advisory presence and conduct that strengthens the brand and supports long-term client and partner confidence.

Lead the Outsourced CIO Capability
Estimated time allocation: approximately 30%–40% of role capacity.

• Lead the development, positioning and ongoing maturity of Cyberlogic’s Outsourced CIO capability as a distinct consulting-led service that helps clients define direction, govern technology priorities and execute meaningful digital transformation.
• Own the professional output, quality and strategic coherence of the team or individuals assigned to clients where O-CIO services or large-scale digital transformation programmes are active, ensuring that client engagements reflect a high standard of advisory, structure, judgement and delivery discipline.
• Provide leadership and oversight across active O-CIO and transformation engagements by guiding priorities, shaping executive communication, aligning stakeholders, reviewing deliverables and ensuring that work remains commercially sound, strategically relevant and aligned to client outcomes.
• Identify and develop opportunities within existing and prospective accounts where an Outsourced CIO, strategic technology advisory or transformation leadership role would create meaningful client value and open higher-value consulting engagements for Cyberlogic.
• Build the methods, collateral, governance approaches and delivery standards required for the capability to scale credibly across multiple clients, while mentoring assigned team members and strengthening Cyberlogic’s reputation as a trusted strategic partner.

KEY COMPETENCIES:

• Strategic and commercially minded, with the ability to connect client business priorities to practical consulting, technology and transformation outcomes.
• Strong executive presence and credibility in engaging senior stakeholders, facilitating alignment and guiding high-value conversations.
• Consulting-oriented thinking, with the ability to structure ambiguity, diagnose challenges, frame opportunities and shape actionable recommendations.
• High standard of judgement, professionalism and accountability in managing complex client environments and internal coordination.
• Strong communication capability, including the ability to produce clear, persuasive and governance-aware written and verbal outputs.
• Collaborative leadership style, with the ability to influence across teams, mentor colleagues, maintain quality in multi-stakeholder delivery environments, and represent Cyberlogic confidently in the market as a credible brand ambassador.

SKILLS:

• Management consulting and digital transformation consulting capability, including problem structuring, solution framing and strategic recommendation development.
• Strategic account management, stakeholder mapping and opportunity development across complex client environments.
• Proposal leadership, bid coordination, commercial modelling support and solution positioning.
• Capability to lead or oversee O-CIO assignments and large-scale transformation programmes with appropriate quality, discipline and executive alignment.
• Strong written communication, presentation development and facilitation skills for executive, board and client audiences.
• Working knowledge of managed IT services, cybersecurity, governance, service maturity and operating model considerations.
• Ability to mentor others, create reusable frameworks or collateral, and contribute to internal capability building and market positioning.

PRACTICAL INDICATORS OF SUCCESS IN THE ROLE

• The ability to balance an internal revenue target or KPI with client-centric goals, therefore, creating strong foundations for continued growth in key client accounts as a ‘by-product’ of serving the client’s goals, business outcomes and best interests. The credibility of professional advice organically leads to growth in accounts.
• Shapes complex client opportunities into clear, commercially credible proposals, advisory engagements, O-CIO scopes or transformation roadmaps that clients can confidently evaluate and act upon.
• Produces executive-ready recommendations, presentations, discussion papers and strategic outputs that support informed client decision-making and strengthen confidence in Cyberlogic’s advisory capability.
• Builds trust with senior stakeholders through structured engagement, sound judgement, professional communication and consistently high-quality work output.
• Provides effective oversight across O-CIO assignments and digital transformation initiatives, resulting in clearer priorities, stronger stakeholder alignment and more disciplined execution.
• Translates ambiguity into practical frameworks, workstreams, decision points and action plans that internal teams and client stakeholders can execute against.
• Contributes meaningfully to account growth, opportunity conversion, client retention or consulting pull-through through well-positioned strategic and commercial input.
• Develops reusable collateral, methods, templates and thought leadership assets that improve the quality, consistency and scalability of Cyberlogic’s consulting-led work.
• Represents Cyberlogic credibly in the market through confident engagement, trusted advisory presence and conduct that strengthens the brand and supports long-term client and partner confidence.

MINIMUM EXPERIENCE

• A relevant tertiary qualification in business, commerce, information systems, technology, marketing, consulting or a related field.
• Typically 8–12 years of relevant experience in consulting, client success, account leadership, technology advisory or digital transformation roles.
• Demonstrated experience engaging senior client stakeholders and leading commercially significant opportunities, proposals or strategic accounts.
• Experience working across multidisciplinary teams to shape solutions, align delivery input and maintain quality in complex client engagements.
• Experience in technology-enabled business transformation, strategic advisory, managed services or equivalent client-facing consulting environments.
• Exposure to governance, risk, executive reporting and board-level communication would be advantageous.
• Coaching, executive coaching or management consulting experience at a well-recognised consulting firm or technology company would also be considered advantageous.

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location to deliver your best in terms of performance and productivity.