Immelde Botha
Head Of Customer Success & Customer Operations
Cape Town
Summary
Customer Success and Customer Operations Executive with a proven track record of building and scaling post-sale organisations within high-growth SaaS businesses.
Over the past three years, I transformed Boxly's Customer Success function from a one-person operation into an international Customer Success and Operations department supporting more than 400 healthcare practices across South Africa, the UK, Ireland, Australia and the USA.
I specialise in designing scalable customer journeys, onboarding frameworks, operational playbooks, customer education programmes and cross-functional processes that accelerate customer time-to-value while improving adoption, retention and long-term customer success.
Working closely with executive leadership, Product, Sales and Engineering, I build teams, systems and customer experiences that enable businesses to scale without compromising service quality.
Overview
2
2
Languages
6
6
years of professional experience
Work History
Business Development Manager & Client Success Manager
Cloud Assess
01.2022 - 12.2023
- Developed and implemented strategic partnerships to enhance market reach and drive revenue growth.
- Analyzed market trends to identify opportunities for business expansion and competitive advantage.
- Managed end-to-end sales processes, ensuring alignment with organizational goals and client expectations.
- Collaborated with cross-functional teams to design customer-centric solutions that address client needs.
Client Success & Support Consultant
CambriLearn
01.2021 - 12.2022
Client Success Specialist
Elite Inc.
01.2021 - 07.2021
Head of Customer Success & Customer Operations
Boxly
01.2024 - Current
- Built Customer Success from the ground up, growing from a one-person function into an international team of 10 across Customer Success and Customer Operations.
- Designed and implemented the complete post-sale customer lifecycle, including Sales handover, onboarding, implementation, adoption and long-term customer success.
- Successfully onboarded 450+ healthcare practices across South Africa, the UK, Ireland, Australia and the USA.
- Reduced onboarding time by 45% by redesigning implementation processes, documentation and automation.
- Created dedicated Customer Operations and Customer Support functions, allowing Customer Success Managers to focus on strategic customer relationships while operational teams managed account builds, administration and technical support.
- Recruited, coached and developed an international team across South Africa, Ireland, the United Kingdom, Australia, India and the Philippines.
- Built Boxly's customer education ecosystem, including Help Centre articles, structured user guides and comprehensive Loom training libraries for both administrators and end users.
- Designed and implemented a centralised internal knowledge base, creating a single source of truth for product knowledge, troubleshooting and technical guidance that improved consistency and reduced reliance on key individuals.
- Partnered closely with Product Leadership as the Voice of the Customer, providing strategic recommendations that influenced product usability, feature development and customer experience.
- Designed the concept and requirements for a Customer Health Dashboard, enabling proactive monitoring of customer adoption and identifying opportunities to maximise product value.
- Worked with the Creative team to develop customer engagement initiatives that recognised customer achievements, encouraged healthy work habits and strengthened customers' emotional connection with the Boxly brand.
- Led the migration of 30% of customers from EnquiryBox to Boxly AI while maintaining customer confidence and continuity.
- Continued personally leading enterprise DSO implementations despite moving into leadership, ensuring direct customer insight informed operational improvements, onboarding strategy and product development.
- Developed operational playbooks, SOPs, onboarding frameworks, email templates, workflow automations and implementation standards that became the foundation of the company's post-sale operations.
Education
High School Diploma -
Bay Ridge High School
Plettenberg Bay, South Africa 04.2001 -
Skills
Customer Success LeadershipCustomer OperationsCustomer Experience (CX)Customer Journey DesignCustomer Onboarding & ImplementationNet Revenue Retention (NRR)Customer Health & AdoptionGlobal Team LeadershipSaaS OperationsProcess ImprovementProduct CollaborationKnowledge ManagementPlaybook DevelopmentChange ManagementWorkflow AutomationExecutive Stakeholder Management
Timeline
Head of Customer Success & Customer Operations
Boxly
01.2024 - Current
Business Development Manager & Client Success Manager
Cloud Assess
01.2022 - 12.2023
Client Success & Support Consultant
CambriLearn
01.2021 - 12.2022
Client Success Specialist
Elite Inc.
01.2021 - 07.2021
High School Diploma -
Bay Ridge High School
04.2001 -
Career Highlights
- Built Customer Success from the ground up into an international department of 10 across Customer Success and Operations.
- Onboarded 400+ healthcare practices across five countries.
- Reduced onboarding time by 45% through automation and process redesign.
- Created dedicated Customer Operations and Customer Support functions.
- Led migration of 30% of customers from EnquiryBox to Boxly AI.
- Built the Help Centre, knowledge base and customer education programme.
- Partnered with Product Leadership to shape platform improvements.
- Managed enterprise implementations from single practices to large DSOs.
Cover Letter
Dear Hiring Manager,
I was excited to learn about the Head of Customer opportunity as it immediately resonated with the work I have spent the last three years leading within a high-growth SaaS business.
When I joined Boxly, there was no Customer Success department, no onboarding framework, no operational playbooks and no structured post-sale customer journey. I was the company's first Customer Success hire and was given the opportunity to build the function from the ground up.
Since then, I have transformed Customer Success into an international Customer Success and Operations department supporting more than 1200 healthcare practices across South Africa, the United Kingdom, Ireland, Australia and the United States. Along the way, I have recruited and developed global teams, reduced onboarding time by 45%, established dedicated Customer Operations and Customer Support functions, and built the scalable frameworks, playbooks and processes that enabled the business to grow while maintaining an exceptional customer experience.
Beyond building teams and processes, I have always believed that Customer Success should influence the direction of the business. I partnered closely with Product to represent the Voice of the Customer, designed initiatives such as a Customer Health Dashboard to drive proactive customer engagement, created a centralised knowledge management platform to improve operational efficiency, and worked with our Creative team to introduce customer engagement initiatives that strengthened adoption and helped customers see Boxly as a trusted partner rather than simply another software platform.
One aspect of my leadership style that is particularly important to me is remaining close to the customer. Even after moving into leadership, I continued personally onboarding our largest enterprise and DSO customers because I believe the best operational decisions come from understanding customer challenges firsthand. Those insights consistently informed improvements to our onboarding experience, operational processes and product development.
What excites me most about this opportunity is the chance to lead and scale an entire post-sale organisation. Building high-performing teams, creating operational excellence and delivering measurable customer outcomes are the parts of my career that I enjoy most, and I am motivated by environments where there is an opportunity to build, improve and make a lasting impact.
I would welcome the opportunity to discuss how my experience aligns with your vision for the Head of Customer role and how I could contribute to the continued growth of your organisation.
Thank you for your time and consideration. I look forward to hearing from you.
Kind regards,
Immelde Botha