[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"job-jobberman-third-party-customer-success-lead-9T7Cv7":3},{"id":4,"title":5,"departement":6,"description":7,"createdAt":8,"updatedAt":9,"publishedAt":10,"closedAt":11,"company":12,"domains":6,"status":24,"slug":25,"uniqueCode":26,"ogImage":27,"questionnaire":6,"displayScoreForJobseeker":28,"workModel":6,"jobTypes":29,"experiencesLevels":31,"hardFilters":33,"minSalary":6,"maxSalary":6,"address":37,"currency":40,"isExternal":28,"externalLink":41,"externalPlatform":42},"6abdd4ba1075de372ed4a549","Customer Success Lead",null,"\u003Cp>\u003Cb>Key Responsibilities:\u003C/b>\u003C/p> \u003Cp>\u003Cb>\u003Cbr />\u003C/b>\u003C/p> \u003Cp>\u003Cb>Customer Onboarding & Activation\u003C/b>\u003C/p> \u003Cul>\u003Cli>Lead and continuously improve the customer onboarding process.\u003C/li>\u003Cli>Ensure customers understand the company's products, services and digital platforms.\u003C/li>\u003Cli>Monitor onboarding completion and activation rates.\u003C/li>\u003Cli>Work with Compliance and Operations teams to ensure smooth KYC and account activation processes.\u003C/li>\u003Cli>Identify and address barriers affecting customer adoption.\u003C/li>\u003C/ul> \u003Cp>\u003Cbr />\u003C/p> \u003Cp>\u003Cb>Customer Relationship Management\u003C/b>\u003C/p> \u003Cul>\u003Cli>Develop strong relationships with key customers and customer segments.\u003C/li>\u003Cli>Serve as an escalation point for complex customer issues.\u003C/li>\u003Cli>Proactively engage customers to understand their needs, challenges and expectations.\u003C/li>\u003Cli>Develop strategies to improve customer engagement, usage and loyalty.\u003C/li>\u003Cli>Manage key accounts and strategic customer relationships where applicable.\u003C/li>\u003C/ul> \u003Cp>\u003Cbr />\u003C/p> \u003Cp>\u003Cb>Customer Retention & Growth\u003C/b>\u003C/p> \u003Cul>\u003Cli>Develop initiatives to improve customer retention and reduce churn.\u003C/li>\u003Cli>Monitor customer usage and identify opportunities for increased product adoption.\u003C/li>\u003Cli>Identify opportunities for cross-selling and upselling in collaboration with Sales and Business Development.\u003C/li>\u003Cli>Develop customer engagement and loyalty initiatives.\u003C/li>\u003Cli>Track customer lifecycle and intervene where customers show signs of disengagement.\u003C/li>\u003C/ul> \u003Cp>\u003Cbr />\u003C/p> \u003Cp>\u003Cb>Customer Experience\u003C/b>\u003C/p> \u003Cul>\u003Cli>Monitor the end-to-end customer journey and identify areas for improvement.\u003C/li>\u003Cli>Gather and analyse customer feedback through surveys, interviews and other channels.\u003C/li>\u003Cli>Translate customer insights into actionable recommendations for Product and Operations teams.\u003C/li>\u003Cli>Work with relevant teams to improve service delivery and eliminate recurring customer pain points.\u003C/li>\u003Cli>Champion a customer-centric culture across the organisation.\u003C/li>\u003C/ul> \u003Cp>\u003Cbr />\u003C/p> \u003Cp>\u003Cb>Customer Support & Issue Resolution\u003C/b>\u003C/p> \u003Cul>\u003Cli>Work closely with Customer Support teams to ensure timely resolution of customer complaints and enquiries.\u003C/li>\u003Cli>Establish escalation procedures for high-priority customer issues.\u003C/li>\u003Cli>Monitor response and resolution times.\u003C/li>\u003Cli>Analyse recurring complaints and recommend corrective actions.\u003C/li>\u003Cli>Ensure customers receive clear, professional and timely communication.\u003C/li>\u003C/ul> \u003Cp>\u003Cbr />\u003C/p> \u003Cp>\u003Cb>Customer Data & Analytics\u003C/b>\u003C/p> \u003Cul>\u003Cli>Monitor key customer success metrics including:\u003C/li>\u003Cli>Customer satisfaction (CSAT)\u003C/li>\u003Cli>Net Promoter Score (NPS)\u003C/li>\u003Cli>Customer retention\u003C/li>\u003Cli>Customer churn\u003C/li>\u003Cli>Customer lifetime value\u003C/li>\u003Cli>Product adoption\u003C/li>\u003Cli>Customer engagement\u003C/li>\u003Cli>Resolution/response times\u003C/li>\u003Cli>Prepare regular customer success reports for management.\u003C/li>\u003Cli>Use customer data to identify trends, risks and opportunities.\u003C/li>\u003C/ul> \u003Cp>\u003Cbr />\u003C/p> \u003Cp>\u003Cb>Cross-Functional Collaboration\u003C/b>\u003C/p> \u003Cul>\u003Cli>Collaborate with Product teams to communicate customer needs and product feedback.\u003C/li>\u003Cli>Work with Sales to ensure a smooth transition from acquisition to onboarding and ongoing relationship management.\u003C/li>\u003Cli>Partner with Risk & Compliance to ensure customer processes remain compliant.\u003C/li>\u003Cli>Collaborate with Technology teams to resolve platform and technical issues affecting customers.\u003C/li>\u003Cli>Work with Marketing on customer communication, education and engagement campaigns.\u003C/li>\u003C/ul> \u003Cp>\u003Cbr />\u003C/p> \u003Cp>\u003Cb>Customer Education\u003C/b>\u003C/p> \u003Cul>\u003Cli>Develop customer education materials, guides, FAQs and onboarding resources.\u003C/li>\u003Cli>Organise webinars, demonstrations and customer engagement sessions.\u003C/li>\u003Cli>Ensure customers understand product features, processes, fees and relevant policies.\u003C/li>\u003Cli>Promote digital and financial literacy where relevant to the company's products.\u003C/li>\u003C/ul> \u003Cp>\u003Cbr />\u003C/p> \u003Cp>\u003Cb>Qualifications & Experience\u003C/b>\u003C/p> \u003Cul>\u003Cli>Bachelor's degree in Business Administration, Marketing, Finance, Customer Experience, Communications or a related field.\u003C/li>\u003Cli>2–3 years' experience in Customer Success, Customer Experience, Account Management, Relationship Management or a similar role.\u003C/li>\u003Cli>Experience in FinTech, banking, payments, digital financial services, telecommunications or technology is highly desirable.\u003C/li>\u003Cli>Experience managing customers through digital platforms is an advantage.\u003C/li>\u003Cli>Strong understanding of customer lifecycle management and retention strategies.\u003C/li>\u003Cli>Experience working with CRM and customer analytics tools.\u003C/li>\u003Cli>Strong problem-solving and analytical abilities.\u003C/li>\u003Cli>Excellent written and verbal communication skills.\u003C/li>\u003Cli>Strong stakeholder management and interpersonal skills.\u003C/li>\u003C/ul> \u003Cp>\u003Cbr />\u003C/p> \u003Cp>\u003Cb>Core Competencies\u003C/b>\u003C/p> \u003Cul>\u003Cli>Customer-centric mindset\u003C/li>\u003Cli>Relationship management\u003C/li>\u003Cli>Strategic thinking\u003C/li>\u003Cli>Problem solving\u003C/li>\u003Cli>Data analysis\u003C/li>\u003Cli>Communication and presentation compliance\u003C/li>\u003Cli>Conflict and compliance management\u003C/li>\u003Cli>Commercial awareness\u003C/li>\u003Cli>Digital/technology orientation\u003C/li>\u003Cli>Team leadership\u003C/li>\u003Cli>Stakeholder management\u003C/li>\u003Cli>Attention to detail\u003C/li>\u003Cli>Empathy and emotional intelligence\u003C/li>\u003C/ul> \u003Cp>\u003Cbr />\u003C/p> \u003Cp>\u003Cb>The Person\u003C/b>\u003C/p> \u003Cul>\u003Cli>The ideal candidate is a customer-focused, commercially aware and data-driven professional who understands how to turn customer interactions into long-term relationships.\u003C/li>\u003Cli>They should be able to balance customer needs with business objectives and work effectively across Sales, Product, Operations, Technology, Risk and Compliance teams.\u003C/li>\u003Cli>Experience in a fast-paced FinTech or digital financial services environment will be a strong advantage.\u003C/li>\u003C/ul> \u003Cp>\u003Cbr />\u003C/p> \u003Cp>\u003Cb>Location\u003C/b>: Accra\u003C/p> \u003Cp>\u003Cb>Salary\u003C/b>: 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