Specialist: Customer Success

Reposted 4 Days Ago
Be an Early Applicant
Lusaka
In-Office
Mid level
Fintech • Payments • Software • Financial Services
The Role
The Customer Success Manager will enhance relationships with Gold tier merchants, ensuring onboarding, training, and product usage for customer retention and satisfaction. Responsibilities include strategizing customer success, resolving issues, training clients, and identifying upsell opportunities.
Summary Generated by Built In
About Cellulant:

Cellulant is Africa’s leading payments company, providing seamless, secure and innovative solutions that empower businesses, banks, and global brands to thrive in a fast-changing global economy. 

With a presence in over 24 countries and 200+ payment methods across cards, bank transfer and mobile money, our single API payment platform, Tingg, simplifies collections, disbursements, and reconciliations. It processes over 1 million transactions daily for market leaders in various sectors, such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail, and Remittances. 

By simplifying how people pay and get paid, we drive trust, commerce and scale – and connect companies to their ambitions.  

Our Story:

Across Africa, payments are more than transactions. They are gateways to prosperity, connecting people, businesses and communities to opportunities and growth. 

From enabling a logistics company in Lusaka to pay suppliers across borders, to enabling a hospitality brand in Lagos to scale effortlessly, to supporting an airline in Nairobi to reconcile payments from multiple platforms, Cellulant is the bridge that makes it all possible. 

Through trusted technology and customer-centric innovation, we build connections that inspire progress, strengthen economies and transform payments into a tool for progress.

Since our founding in 2003, we've continuously adapted and grown, leveraging our experiences to simplify payments for businesses. We are driven by an unshakable belief that seamless people-centred payments are the key to unlocking prosperity. 

Today, Cellulant powers online and offline payment processing, allowing businesses to collect payments, send payouts, and accelerate business growth.

Our Mission: 

To deliver seamless, secure and innovative payment solutions for businesses. 

Our Vision:

To create a connected world where businesses move money as easily as they share ideas.

Role Overview:

As a Customer Success Manager, you will play a pivotal role in shaping long-term relationships with our Gold tier merchants within the Regional and Local Team by ensuring smooth onboarding, effective training, and continued product adoption. Your focus will be on driving customer retention, increasing product adoption rates, and ensuring a seamless customer journey.

You will be the trusted advisor and primary liaison between clients and internal teams, championing customer satisfaction while driving issue resolution, operational efficiency, and revenue growth through upsell and cross-sell opportunities. Additionally, you will be responsible for ensuring contracts remain valid, tracking customer engagement levels, and improving CSAT (Customer Satisfaction) and NPS (Net Promoter Score) scores.

Key Responsibilities:Customer Success Strategy & Retention
  • Design and implement customer success strategies that align with business objectives and enhance customer satisfaction, contributing to a high customer retention rate.
  • Take full ownership of the customer lifecycle journey, ensuring seamless onboarding, proactive engagement, and long-term retention.
  • Drive customer satisfaction (CSAT) and Net Promoter Score (NPS) by delivering value-driven support and recommendations.
  • Ensure clients engage in weekly, monthly, and quarterly business reviews, strengthening long-term partnerships.
Client Onboarding & Product Adoption
  • Own and lead the end-to-end onboarding process, ensuring 95% of merchants complete onboarding within defined SLAs.
  • Drive product adoption rates through structured training and enablement programs.
  • Educate clients on best practices to ensure they maximize the value of our product.
  • Develop customized success plans to align with client goals and business objectives, enhancing their Customer Health Score.
Training & Enablement
  • Conduct engaging training sessions to increase product usage and adoption rates among merchants.
  • Stay updated on new features and proactively educate clients on relevant enhancements.
  • Create and maintain knowledge resources to support client self-sufficiency and reduce issue escalation rates.
Strategic Relationship Management & Business Reviews
  • Act as the primary point of contact for clients post-service desk interactions, ensuring a consistent and high-quality support experience.
  • Track and improve the Customer Health Score, including adoption, usage, transaction success rates, and satisfaction (QOS).
  • Lead weekly, monthly, and quarterly business reviews, ensuring at least 95% of clients are engaged in these strategic discussions.
  • Gather client feedback, identify areas for improvement, and relay insights to internal teams to drive continuous improvement.
Technical Issue Resolution & Collaboration
  • Work closely with internal product, support, and engineering teams to troubleshoot and resolve client concerns efficiently, ensuring ticket resolution within defined SLAs.
  • Escalate critical issues while maintaining timely and transparent communication with clients.
  • Provide structured Root Cause Analyses (RCA) within SLA for major incidents to enhance client trust and improve issue resolution rates.
  • Maintain a weekly customer issue tracker to monitor resolution times and outstanding issues.
  • Follow up with operations on Settlements & Reconciliation to ensure smooth transaction processing.
Process Improvement & Best Practices
  • Establish best practices and a comprehensive knowledge base to streamline issue resolution and reduce escalations.
  • Identify and implement scalable processes that improve efficiency and customer experience.
  • Drive operational excellence by analyzing performance metrics and optimizing workflows to improve customer satisfaction scores.
Performance Tracking & Reporting
  • Design and deliver service dashboards to track and report Customer Health Score, transaction success rates, and issue resolution times.
  • Track and ensure 100% of valid contracts in the customer base to maintain compliance and retention.
  • Monitor customer engagement levels, ensuring 95% of merchants participate in strategic business reviews.
  • Support weekly and bi-weekly CS internal meetings to assess service quality and resolve key issues.
Revenue Growth & Upsell/Cross-Sell Opportunities
  • Identify upsell and cross-sell opportunities, ensuring at least 95% of upsell and cross-sell opportunities are closed.
  • Work with Account Managers to present tailored value propositions to clients that drive additional product adoption.
Key Attributes & Experience:
  • Industry & Product Mastery – Strong understanding of Cellulant’s operations, products, and customer industries, enabling meaningful stakeholder discussions.
  • Strategic Commercial Acumen – Ability to identify value-driven opportunities and demonstrate tangible business impact to customers.
  • Customer-Centric & Proactive – Passionate about delivering outstanding customer experiences, with a problem-solving and forward-thinking approach.
  • Exceptional Communication & Relationship Management – Ability to build trust, resolve conflicts, and influence stakeholders at all levels with clarity and confidence.
  • Process-Oriented & Data-Driven – Experience in tracking KPIs, analyzing trends, and optimizing workflows to enhance customer engagement.
KPIs:
  • Customer Retention Rate: Achieve a retention rate of 95% or higher by focusing on consistent value delivery.
  • Customer satisfaction (CSAT) score:  Maintain an average CSAT score of 85% or higher across all customer Interactions
  • Onboarding success Rate: Ensure 95% or new customers complete the onboarding process within the first 30 days and are set up for success.
  • Net Promoter Score (NPS): Aim for an NPS of 70 or above, indicating strong customer loyalty and willingness to recommend our products and services
  • Customer Expansion: Drive a 15% increase in upsell and cross-sell opportunities through a deep understanding of customer needs and product fit
  • Product Adoption Rate
  • Customer Health Score incl. adoption, usage, transaction success rates, and satisfaction. (QOS)
  • Ticket Resolution within defined SLAs
Why Work for Us?

At Cellulant, we are more than a payments company: we are bridge-builders. We believe that by simplifying the way people pay and get paid, we are connecting companies to their ambitions, people to opportunities, and Africa to the global economy. Our work goes beyond payments—it’s about what people, businesses, and communities can do when the movement of money becomes more dependable, seamless, and secure. 

Some exciting things about us...

  • We have an extensive footprint: We have an office presence in  10 countries, and our products serve 24 countries across Africa, with a global workforce of about 300 employees. 
  • We believe innovation is at the heart of Fintech: Thousands of market leaders and top enterprises trust our technology to power their payments. Our customers are in various sectors, including financial services, travel and hospitality, telecom, e-commerce, remittance companies, SaaS, and the gig economy. 
  • We support a diverse and inclusive workforce: We focus on the growth and development of our employees through well-developed, individualised career paths, ensuring you reach your full potential in a supportive and delivery-oriented environment. 
  • We put our employees first:  We offer market-related compensation, generous personal time off, and medical and life insurance benefits (markets permitting). 
  • We seek collaborative builders: At Cellulant, we believe that great ideas happen when we come together. Therefore, we nurture a collaborative work environment that challenges, engages, and empowers each person to contribute to the growth and success of the business. 
  • We solve for Africa’s digital economy: We’re solving payment challenges on the continent to create opportunities and accelerate economic growth for all of Africa.
Am I A Good Fit?
beta
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.

The Company
542 Employees
Year Founded: 2004

What We Do

Cellulant is a leading Pan African payments company that provides locally relevant and alternative payment methods for global, regional and local merchants.

Cellulant provides a single digital payments platform – named Tingg- addressing the complex payments needs of businesses. Tingg makes it easy to collect and make payments across multiple payment methods in different currencies, with the best customer experience for any business looking to digitise their payments.

Today, Cellulant has an office presence in 18 African countries with a payments platform connecting thousands of businesses with 154 payment options across 35 countries. The platform powers payments for 220M consumers on a single inclusive network allowing for interoperability across Africa.

Similar Jobs

In-Office
Lusaka, ZMB
In-Office
Lusaka, ZMB

JABU Logo JABU

Finance Manager

Marketing Tech • Transportation
In-Office
Lusaka, ZMB

JABU Logo JABU

Head of Operations

Marketing Tech • Transportation
In-Office
Lusaka, ZMB

Similar Companies Hiring

Standard Template Labs Thumbnail
Software • Information Technology • Artificial Intelligence
New York, NY
10 Employees
PRIMA Thumbnail
Travel • Software • Marketing Tech • Hospitality • eCommerce
US
15 Employees
Rain Thumbnail
Web3 • Payments • Infrastructure as a Service (IaaS) • Fintech • Financial Services • Cryptocurrency • Blockchain
New York, NY
40 Employees

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account