Customer Success Manager

NMI is excited to add a Customer Success Manager to our growing team. The Customer Success Manager will be for our MRM Product reporting to Director of Customer Success, accountable for retention, renewals, and customer health monitoring.

Job Description:
As a Customer Success Manager (CSM), you will be a key advocate for our MRM customers, ensuring their satisfaction and success with our products and services. You will work closely with our clients to understand their business objectives and challenges, and then help them leverage our solutions effectively.

Responsibilities:

• Customer Relationship Management: Build strong relationships with customers to understand their needs and ensure their success with our solutions.
• Product Adoption: Drive increased product adoption following implementation of the product and ensure customer satisfaction.
• Customer Support Escalation: Serve as the primary point of contact for customer inquiries, issues, and escalations. Coordinate with internal support, product, and sales teams as needed to resolve issues promptly.
• Renewals and Upsells: Proactively monitor customer usage (PowerBi), Merchant growth (SF & PowerBI), and satisfaction (Wootric), identifying opportunities to generate additional revenue through upsells or contract renewals.
• Customer Feedback: Gather customer feedback and communicate it to our product and marketing teams (Jira Align). Advocate for feature enhancements on behalf of customers, and ensure customers are aware of new features and pending Beta Testing opportunities.

Requirements:

• Proven experience in a customer-facing role, ideally as a Customer Success Manager or Account Manager.
• Strong communication and interpersonal skills.
• Ability to manage multiple customers and projects simultaneously.
• Technical aptitude and ability to learn software applications quickly.
• Analytical mindset with a track record of driving customer outcomes.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Experience in the Payments industry.
• Familiarity with CRM software and customer success tools (e.g., Salesforce, Zendesk, PowerBI).

Location: Hybrid Position - The successful candidate must be located in Cape Town and be willing to attend the office (office location: Cape Town, V&A).

Working Hours: For this role you would be required to work US working hours.

Compensation and Benefits:

• Annual OTE R380,000 - R420,000 (base + commission)
• Attractive commission plan
• 15 days holiday + 12 public holidays each year (+ 1 day after each year of service with up to a max. of 20 days)
• Family friendly policies (Enhanced Maternity and Paternity Pay).
• A chance to develop with an allocated company training budget
• A strong commitment to employee wellbeing including mental health first aiders and weekly yoga sessions.
• Employee referral scheme with generous financial reward
• Bonusly colleague reward scheme
• Fun culture events (company volunteering days, seasonal parties)
• Medical Aid and Gap Cover

About us: We enable our partners with choice, and challenge the one-size-fits-all approach to payment. You’ve probably used NMI in the last 24 hours without even realizing it. We’re the platform that powers success for innovative tech created by SMBs, entrepreneurs and fintech startups. We’re creative problem solvers who help visionaries smash through boundaries and think beyond what’s possible so they can think about what’s next. But we’re not just built for the tech savvy. We democratize the latest payments technology so that everyone can realize the benefits of easy payments across the full spectrum of commerce. We’re all about enabling more payments in more ways and more places.

We believe that having a diverse group of employees strengthens both our work and our workplace. We’re focused on making NMI more diverse and welcoming with initiatives like having a dedicated Diversity, Equity & Inclusion action group, diversity goals for hiring, anonymized resume screening, affinity groups such as our Women's network and LGBTQ+ Network, open forums for discussions on diversity and social justice, and measuring inclusion and belonging as part of our regular employee engagement surveys.

Do you feel like you have a slightly out of the ordinary career path or history? We are open to all walks of life and very willing to hear your story. Please don’t feel like this should be a barrier to securing a great career at NMI! We appreciate success can come in all shapes and sizes. Fill in the ‘Additional Info’ box on our application to tell us more about your path.

We are an Equal Opportunities employer and will provide reasonable support throughout the recruitment process to applicants who have a disability. Please let us know in advance so that any support, aids or adaptations can be put in place to assist you.

Please be aware that all offers of employment are made subject to receipt of satisfactory background and financial checks.

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