Job Description — Client & Migration Manager
Role | Client & Migration Manager |
Team | Client Success / Customer Success |
Reports to | Head of Customer Success |
Location | Remote — Argentina or Brazil |
Contract | Full-time contractor |
Timezone | New York (EST/EDT) — core hours 9am to 5pm |
Level | Senior IC — team leadership path |
About the company
The company is a global SaaS platform that helps companies manage share incentive plans — the tools, processes, and reporting behind equity compensation for both listed and unlisted companies. Founded 11 years ago in South Africa, the company is headquartered in the UK with offices in Johannesburg and Mauritius, and distributed teams across the Philippines, Mexico, Finland, and Australia.
The company has built a remarkably sticky product. In five years, the team has lost almost no clients. The most recent growth push is in North America: 15–20 Canadian clients acquired in the last six months, with a strong pipeline and long-term ambitions in the US market. This hire is the next step in building a self-sufficient regional team.
The Role
You will be the senior client-facing resource for North American market and eventually leading the regional team as the client base grows.
Day to day, you will manage a portfolio of roughly 15 clients, run onboardings in parallel, and serve as the primary point of contact for Canadian and US-timezone accounts. That means C-suite conversations — CFOs, CEOs — handled independently, without escalating to the South African team. The goal within six to twelve months is a regional structure with you as the lead and two associates managing 15 accounts each.
This is a high-ownership, low-bureaucracy role. No scripts, no micromanagement. You are trusted to solve problems and make decisions in real time.
What You Will Do
Onboard and migrate new clients onto the platform
Manage ongoing relationships with a portfolio of ~15 North American accounts
Lead client meetings with senior executives independently, including C-level interactions
Handle IFRS 2 and share plan technical queries from clients
Set up award issuance and exercise processes, and coordinate with brokers
Deliver training and ongoing support to clients using the platform
Feed product improvement ideas back to management based on client feedback
Support and eventually manage junior team members in the region
Who They Are Looking For
Mindset — the non-negotiable
The company is a scale-up entering a new market. Each day is different. The person they are looking for gets excited about ambiguity — not scared of it. If you hear "we are figuring this out together" and lean in, this is your role. If you need your next three months mapped out in advance, it is not.
Must-haves
Advanced English — written and verbal, client-ready
Finance fluency — balance sheets, income statements, debits and credits. You do not need to be a CA or CFA, but you need to speak the language
Strong Excel skills — VLOOKUPs, basic formulas, data analysis
Experience managing B2B client relationships, ideally with senior stakeholders
Ability to work independently and make decisions without daily oversight
Comfortable working in New York timezone from Argentina or Brazil
Self-starter — you flag problems early and solve them yourself when you can
Nice-to-haves
CFA (Chartered Financial Analyst) Level I, II, or III
Experience with IFRS 2 or equity compensation / share plan administration
Background in SaaS, fintech, or financial software companies
Basic coding or technical skills
Mathematics or quantitative degree
Previous team leadership or mentoring experience
Upsell experience
Education
Bachelor's degree in Finance, Accounting, Business, Economics, or related field. Professional certifications (CA, CPA, CFA) are valued but not required. Strong academic record preferred.
What Success Looks Like in Year One
1. Platform mastery
The company is a technically complex product. It takes six to twelve months to become a real expert. The expectation for year one is that you reach that level — independently and proactively.
2. Autonomous ownership
When it is midnight in Johannesburg and a client needs an answer, you solve it. You are not waiting for someone to wake up. Ownership is the default, not the exception.
3. Client retention above 90%
The company has lost almost no clients in five years. The bar is high. Managing a portfolio of 15 accounts with a 90%+ retention rate is the target. Upselling additional product features is a growing part of the role.
Interview Process
# | Format | Focus |
1 | Lupa Hire screening (30 min) | Profile fit, communication, motivation |
2 | Interview with manager | Culture fit, communication style, role overview |
3 | Take-home challenge (~2 hours) | Excel skills + written client communication (screen recorded) |
4 | Final interview | Technical depth, problem solving, final decision |
Why This Role
You own a market, not a task list — North America is yours from day one
C-suite exposure immediately, not after years of proving yourself
A culture built on autonomy: results matter, not when you logged in
Company-paid travel to Johannesburg for training, once or twice a year
Full remote setup covered — equipment and team event budget included
A scale-up with proven product-market fit and real momentum in a new region
Work with a smart, motivated, and diverse team in a close-knit environment.
Gain rapid exposure to complex, global clients and problems – with the opportunity for your growth and impact to be exponential.
Enjoy a culture that values ownership, curiosity, and balance: we work hard, we care deeply about the quality of what we build, and we believe in sustainable, long-term careers.
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