Customer Success Manager, Fintech

Optasia; Johannesburg; On-site; ZAR 300 000 - 600 000; Full time

Job summary

An innovative financial technology platform is seeking a Customer Success Manager to enhance customer satisfaction and retention. This role involves developing strong relationships with key stakeholders, optimizing service performance, and collaborating with internal teams to ensure a seamless customer experience. The ideal candidate will have over 5 years of experience in customer success or account management within the Financial Services or Fintech industry, demonstrating a strong understanding of telecom products and financial services. Join a dynamic team that values customer-first thinking and a drive to thrive in a multicultural environment.

Benefits

Competitive remuneration package

Extra day off on your birthday

Performance-based bonus scheme

All the tech gear you need to work smart

Multicultural working environment

Qualifications

• 5+ years in customer success or account management in Fintech.
• Strong knowledge of telecom products and financial services.

Responsibilities

• Develop relationships with key stakeholders in customer organizations.
• Monitor customer health metrics and identify areas for improvement.
• Achieve assigned service performance targets and improve customer engagement.

Skills

Customer Success Management

Account Management

Relationship Building

Problem Solving

Analytical Skills

Education

Bachelor's Degree

Master's Degree

Job description

Optasia is a fully-integrated B2B2X financial technology platform covering scoring, financial decisioning, disbursement & collection. We provide a versatile AI Platform powering financial inclusion, delivering responsible financing decision-making and driving a superior business model & strong customer experience with presence in 30 Countries anchored by 7 Regional Offices.

We are seeking enthusiastic professionals, with energy, who are results-driven and have a can-do attitude, who want to be part of a team of like-minded individuals delivering solutions in an innovative and exciting environment. The Customer Success Manager (CSM) is responsible for ensuring customer satisfaction, retention, and expansion by fostering strong relationships and providing strategic support to maximize the value of Optasia's solutions for our customers.

What You Will Do

• Develop and nurture strong relationships with key stakeholders at all levels within customer organizations
• Act as the primary point of contact for customers, ensuring their needs are met and expectations exceeded
• Optimize service performance from a product and financial KPI point of view
• Collaborate with internal teams, including service, technical support, finance, marketing, and product teams, to ensure seamless customer experience
• Monitor customer health metrics and proactively identify areas for improvement
• Lead customer business reviews, ensuring alignment on goals, performance, and opportunities for growth
• Advocate for customer needs and work cross-functionally to enhance the service delivery
• Identify opportunities for upselling and expansion, working closely with the commercial and product teams
• Regularly assess and report on customer satisfaction, renewal risks, and customer engagement
• Maintain high customer satisfaction ratings and drive customer retention
• Achieve assigned service performance targets
• Improve customer adoption and engagement with Optasia's products and services
• Develop and execute strategic account plans focused on customer growth and satisfaction
• Identify and facilitate cross-sell and upsell opportunities
• Ensure timely invoice collections

What You Will Bring

• 5+ years of experience in customer success, account management, or related roles within the Financial Services or Fintech industry
• Strong knowledge of telecom products, systems, and financial services
• Proven track record of fostering customer relationships and driving retention and growth
• Understanding of financial services and regulatory landscape
• Ability to navigate complex business environments and influence stakeholders at all levels, from C-suite to operations teams
• Bachelor's or Master's degree

Your key attributes

• Exceptional interpersonal and relationship-building skills
• Strong problem-solving abilities with a proactive and solutions-oriented approach
• Excellent communication and presentation skills
• Self-motivated and able to work independently while collaborating effectively across teams
• Data-driven mindset with strong analytical skills to drive insights and actions
• Ability to multitask, prioritize, and manage multiple customer engagements effectively
• Passion for customer success and commitment to delivering outstanding customer experiences

Why you should apply

What we offer:

Competitive remuneration package

Extra day off on your birthday

Performance-based bonus scheme

All the tech gear you need to work smart

Optasia's Perks:

Be a part of a multicultural working environment

Meet a very unique and promising business and industry

Gain insights for tomorrow market's foreground

Optasia's Values

#1 Drive to Thrive: Fully dedicated to evolving. We welcome all challenges and learning opportunities.

#2 Customer-First Mindset: We go above and beyond to meet our partners' and clients' expectations.

#3 Bridge the Gap: Knowledge is shared, information is exchanged and every opinion counts.

#4 Go-Getter Spirit: We are results oriented. We identify any shortcomings that hold us back and step up to do what's needed.

#5 Together we will do it: We are committed to supporting one another and to understanding and respecting different perspectives, as we aim to reach our common goals.