Job Description

:
This is more than just a client service role -- it's a platform to shape the customer journey and influence business growth. We're looking for a commercially astute Customer Success Manager who thrives on building relationships, driving operational excellence, and ensuring every client experience is exceptional.
The successful candidate will lead the customer success function, managing high-value accounts while creating scalable processes that retain and grow our client base. You'll be the senior point of contact for our key customers, ensuring they are supported, engaged, and achieving measurable results with our platform.
This ambitious and highly credible fintech platform is redefining how businesses in the travel sector operate in the global economy. By combining deep industry insight with innovative payment solutions, we help clients manage multi-currency transactions, reduce operational friction, and unlock new growth opportunities.
With a growing presence across Africa and a mission to deliver world-class service, we're building a customer success team that goes beyond support -- one that drives retention, identifies expansion opportunities, and shapes the future of the client experience.
:
As Customer Success Manager, you'll be at the heart of client relationships, ensuring smooth onboarding, proactive account management, and operational precision. You'll take full ownership of the post-sale journey, collaborating closely with sales, product, and finance teams to ensure clients see measurable value from day one.
Your daily adventures include:

• Leading, mentoring, and growing the account management team, with a focus on performance and development.

• Acting as the senior escalation point for client issues, ensuring timely, solution-focused outcomes.

• Overseeing seamless onboarding and smooth handovers from sales to account management.

• Monitoring payment flows, platform activity, and operational processes to proactively identify and resolve issues.

• Partnering with sales to shape account strategies, retention initiatives, and upsell opportunities.

• Ensuring CRM data is accurate and reporting is used to track client health and identify trends.

• 5+ years' experience in customer success, account management, or operations in fintech, payments, or SaaS.

• Strong leadership skills with a proven ability to inspire, manage, and grow teams.

• Excellent client-facing skills -- confident, empathetic, and commercially aware.

• A proactive, detail-oriented approach to operational challenges.

• Solid understanding of payment processes and financial data.

• Familiarity with CRM platforms (Salesforce experience a plus).