Lesego R.

Regional Workplace Experience Manager

South Africa8+ years experience$6,000/mo

Notable Highlight

Successfully managed a portfolio of 50+ B2B and SaaS client accounts, ensuring strong retention and customer satisfaction.

Experience Summary

Lesego was a Customer Success and Account Management professional with over 8 years of experience in B2B SaaS, tech, and service-driven environments. She managed high-volume and high-value client portfolios at companies including RR and Gro., and led regional operations at Bol. across multiple African markets. She specialized in customer lifecycle management, client retention, account growth, and strategic relationship building across international markets including the US, UK, Europe, Australia, and Africa.

Key Achievements

- Built over 5 years of experience across account management, customer success, business development, and client retention. - Managed a portfolio of 50+ B2B and SaaS client accounts, ensuring strong retention and customer satisfaction. - Developed and executed retention strategies that strengthened client relationships and reduced churn risk. - Identified upsell and cross-sell opportunities, contributing to account growth and increased customer value. - Managed stakeholder relationships across multiple industries, serving as the primary point of contact for client success and account performance. - Leveraged CRM platforms and customer data to analyze account health, identify opportunities, and improve customer engagement. - Supported hospitality technology clients through strategic account management and long-term partnership development. - Gained regional operational experience across six African countries while supporting workplace and operational initiatives at Bol. - Built expertise in email marketing and customer communication using Klaviyo, HubSpot, Apollo, and SalesLoft. - Balanced commercial growth objectives with exceptional client service and relationship management.

Skills

Customer SuccessCustomer RetentionAccount ManagementSalesforceHubSpotZoho CRMApolloSalesLoftCustomer Lifecycle ManagementClient OnboardingStakeholder ManagementRelationship BuildingBusiness DevelopmentChurn ReductionUpsellingCross-sellingPipeline ManagementCustomer SupportCRM ManagementMarket ResearchProject ManagementAdministrationCommunicationNegotiationPresentationProblem-solvingSales StrategyData ManagementCampaign ManagementEmail MarketingMicrosoft OfficeCRM Dynamics 365GSuiteExpandiKlaviyoSAGEAircall3CXSlackTeamsOutplayZoomWorkdayGreenhouseLatticeTelemaMeta AdsB2B SaaSAccount GrowthRenewalsRevenue GrowthClient SatisfactionStrategic Account ManagementCross-functional CollaborationVendor ManagementBudget ManagementPerformance ManagementTeam Leadership

Work Experience

Regional Workplace Experience Manager

Bol. · Apr 2025 – Present

Drive strategy, execution, and engagement across six African countries to create a unified workplace culture that enhances employee experience and operational excellence.
Develop and implement regional workplace experience strategies aligned with global objectives and business priorities.
Lead, coach, and mentor a distributed team across South Africa, Ghana, Nigeria, Tanzania, Kenya, and Tunisia to achieve performance and operational goals.
Conceptualize, plan, and execute large-scale internal events, including the Local Summer Summit and End-of-Year Celebration, hosting over 100 attendees.
Oversee event strategy, logistics, vendor management, and budgeting to ensure seamless execution, brand alignment, and maximum engagement.
Translate Bol.'s brand values into each event experience, strengthening company culture and employee connection.
Collaborate cross-functionally with Marketing, People, and Operations teams to design and implement initiatives that enhance engagement and align with strategic priorities.
Partner with senior leadership to ensure clarity on goals, timelines, and performance metrics for all regional initiatives.
Manage cost and budget forecasting across all African markets, ensuring compliance, accountability, and efficient resource allocation.
Approve and manage team operations, including expenses, time reports, and vacation schedules, to maintain smooth day-to-day functioning.
Recruit, onboard, and mentor new hires while conducting regular 1:1 meetings, performance appraisals, and salary reviews to support career growth and retention.
Support the launch of new offices and market expansions across Africa and Eastern Europe, ensuring operational readiness and brand consistency.
Provide remote management and leadership support to countries without a dedicated workplace manager.
Promote continuous improvement by driving alignment, knowledge sharing, and process optimization across all regional teams.

Business Development Representative

AM · Dec 2023 – Dec 2024

Develop and maintain strong client relationships, serving as the primary contact for inquiries and support.
Build rapport with clients to mitigate churn and successfully upsell new features, driving engagement and revenue growth.
Collaborate with cross-functional teams to align business objectives with customer requirements.
Utilize CRM software to track and manage sales activities, monitor pipeline progression, and provide accurate forecasts.
Consistently exceed quarterly sales targets, contributing to overall organizational success.
Conduct regular data analysis to determine whether the ideal customer profile (ICP) is correct and if adjustments are needed.
Review and present lead generation and performance reports in weekly Revenue meetings.

Customer Success Manager

SD · Mar 2023 – Jun 2023

Maintain current clients and grow their accounts.
Build and manage relationships with key players in the customer or channel at the regional and/or store level for clients.
Conduct regular data analysis to determine whether the ICP is correct and if adjustments are needed.
Review and present lead generation and performance reports in weekly meetings to clients.
Strategize with clients to improve results in both quantity and quality of calls scheduled.
Generate and manage sales pipeline; maintain impeccable administrative records and update all activity in HubSpot and CRM software.
Manage the full customer success lifecycle for high-value clients in the US and Australia, from onboarding through renewal and expansion.
Develop in-depth understanding of client business goals and pain points, providing tailored solutions to address their needs and improve outcomes.
Conduct regular business reviews with clients, presenting performance metrics and recommendations for future strategy improvements.
Partner with sales and marketing teams to develop and execute cross-sell and upsell initiatives that significantly increased client spending.
Implement customer health tracking systems to monitor client engagement and proactively address any potential issues, reducing churn risk.

Account Manager

RR · Jan 2023 – Mar 2023

Focus on growing RR's presence in the South African hospitality market by nurturing relationships with new and existing clients.
Work closely with clients to identify their needs, customizing RR's property management solutions to maximize operational efficiency and profitability.
Play a key role in client onboarding, ensuring smooth setup and long-term success.
Manage the full customer journey, focusing on renewals and expansion opportunities.
Maintain accurate CRM data to track interactions and enable tailored follow-ups, fostering strong client relationships.
Customize property management solutions to align with client needs, maximizing operational efficiency.

Account Manager Team Lead

Gro. · Apr 2021 – Dec 2022

Lead a team of Sales Development Representatives, maintaining high-quality engagement for over 50 key accounts in the US and UK.
Manage both inbound and outbound client inquiries, ensuring timely responses and delivering value that meets client needs.
Organize and conduct regular client meetings to discuss account performance, address issues, and implement strategies for improvement.
Use CRM tools to track client interactions, identify patterns in customer behavior, and make data-driven decisions to optimize service delivery.
Develop personalized account management strategies, ensuring each client's unique goals are supported and measured for success.
Manage high-value accounts, leading strategy meetings to enhance client satisfaction and retention.

Account Manager

IG · Jan 2020 – Dec 2020

Manage a portfolio of client accounts, ensuring strong customer relationships, retention, and long-term account growth across local and international markets.
Act as the primary point of contact for clients, providing consultative support, resolving queries efficiently, and maintaining high customer satisfaction levels.
Build and maintain strong B2B customer relationships through regular engagement, account reviews, and proactive communication strategies.
Manage multiple accounts simultaneously while prioritizing client needs, service delivery, and revenue opportunities in a fast-paced environment.
Identify upselling and cross-selling opportunities to support business growth and maximize account value.
Work closely with sales, operations, and customer support teams to improve the overall client experience and ensure seamless service delivery.
Support customer onboarding and relationship management processes, ensuring clients are successfully introduced to products, services, and business solutions.
Use CRM systems and reporting tools to track customer engagement, pipeline activity, account performance, and follow-ups.
Assist with client retention initiatives by proactively identifying risks, resolving concerns, and strengthening customer loyalty.
Gain exposure to international customer engagement, working with diverse client expectations and relationship management approaches.
Maintain accurate account records, sales activity, and customer communication within internal systems and CRM platforms.
Develop strong skills in customer success, stakeholder management, negotiation, relationship building, and solution-based selling.

Business Development Manager

TS · Feb 2019 – Oct 2019

Present and promote solutions.
Create and implement Marketing and Sales strategies.
Monitor industry trends and keep up with competitors.
Plan and oversee new marketing initiatives.
Research organizations and individuals to find new opportunities.
Increase the value of current customers while attracting new ones.
Find and develop new markets and improve sales.
Build and nurture relationships with key clients, ensuring consistent satisfaction and trust.
Explore new market opportunities, driving portfolio growth and expanding client reach.
Strategize with clients to improve results and enhance both the quantity and quality of engagements.

Marketing Coordinator

CFC · Jul 2018 – Dec 2018

Develop and execute retention campaigns focused on strengthening client relationships and loyalty.
Conduct market research and incorporate client feedback to enhance product offerings and improve satisfaction.
Monitor and analyze marketing initiatives, redesigning strategies to generate higher lead conversions.
Publish email alerts and campaigns via marketing automation tools to maintain consistent client communication.