Manager, SME Relationship Management (Telco)

The Manager, SME Relationship Management will be responsible for building and leading a structured customer engagement strategy to drive retention and long-term business growth.

This is not a sales role—it is focused on relationship management, customer engagement, and retention. The ideal candidate has experience leading relationship management teams, particularly in financial services, telecom, or technology-driven environments serving SMEs.

Key Responsibilities

1. Customer Relationship Management & Retention

• Build and execute a structured customer engagement process to foster strong relationships with SME customers.
  
• Oversee a network of relationship managers who serve as trusted advisors for customers.
  
• Ensure customers experience continuous value, leading to high retention and satisfaction.
  
• Track and analyse customer health metrics, ensuring proactive engagement with at-risk customers.
  
• Develop tailored strategies to increase Month-1 and Month-2 retention, driving sustainable growth.
  

2. Customer Success & Support Strategy

• Develop personalised engagement playbooks that ensure customers are well-supported throughout their journey.
  
• Collaborate with customer support to identify and resolve recurring customer pain points.
  
• Maintain a deep understanding of customer needs and proactively provide insights that enhance their experience.
  
• Ensure every customer receives the right level of guidance at key touch-points.
  

3. Team Leadership & Process Optimisation

• Recruit, train, and manage a team of relationship managers focused on customer success.
  
• Set clear KPIs for engagement, product adoption, and retention rates.
  
• Continuously refine processes to improve and scale customer relationship management.
  
• Drive execution at speed, ensuring that relationship managers move with urgency to unlock value for customers.
  

4. Revenue Expansion

• Identify opportunities for additional value creation within the customer base.
  
• Implement strategies for expanding customer spend over time through upsells and feature adoption.
  
• Ensure relationship managers recommend relevant product features based on customer needs.
  

Key Success Metrics

Your performance will be measured by:

• Customer Engagement Rate – percentage of customers actively interacting with relationship managers
  
• Month-1 & Month-2 Retention Rate – percentage of customers renewing after one month and two months.
  
• Customer Satisfaction Score – Measured via NPS & feedback surveys
  
• Revenue Expansion – Increased customer spend over time through deeper product usage.
  

Requirements

• 7+ years experience in SME Relationship Management, or Customer Success
  
• Proven experience leading and managing relationship managers working with SMEs.
  
• Strong customer engagement and retention expertise, with a focus on long-term relationship building.
  
• Excellent process management and execution skills—able to implement structured engagement strategies at scale.
  
• Data-driven mindset—ability to track and optimise engagement and retention metrics.
  
• Deep understanding of how SMEs adopt and use digital financial or communication products.
  
• Strong leadership skills—able to drive execution while motivating a distributed team.
  

Benefits