Customer Success Lead

Key Responsibilities:

Customer Onboarding & Activation

• Lead and continuously improve the customer onboarding process.
• Ensure customers understand the company's products, services and digital platforms.
• Monitor onboarding completion and activation rates.
• Work with Compliance and Operations teams to ensure smooth KYC and account activation processes.
• Identify and address barriers affecting customer adoption.

Customer Relationship Management

• Develop strong relationships with key customers and customer segments.
• Serve as an escalation point for complex customer issues.
• Proactively engage customers to understand their needs, challenges and expectations.
• Develop strategies to improve customer engagement, usage and loyalty.
• Manage key accounts and strategic customer relationships where applicable.

Customer Retention & Growth

• Develop initiatives to improve customer retention and reduce churn.
• Monitor customer usage and identify opportunities for increased product adoption.
• Identify opportunities for cross-selling and upselling in collaboration with Sales and Business Development.
• Develop customer engagement and loyalty initiatives.
• Track customer lifecycle and intervene where customers show signs of disengagement.

Customer Experience

• Monitor the end-to-end customer journey and identify areas for improvement.
• Gather and analyse customer feedback through surveys, interviews and other channels.
• Translate customer insights into actionable recommendations for Product and Operations teams.
• Work with relevant teams to improve service delivery and eliminate recurring customer pain points.
• Champion a customer-centric culture across the organisation.

Customer Support & Issue Resolution

• Work closely with Customer Support teams to ensure timely resolution of customer complaints and enquiries.
• Establish escalation procedures for high-priority customer issues.
• Monitor response and resolution times.
• Analyse recurring complaints and recommend corrective actions.
• Ensure customers receive clear, professional and timely communication.

Customer Data & Analytics

• Monitor key customer success metrics including:
• Customer satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer retention
• Customer churn
• Customer lifetime value
• Product adoption
• Customer engagement
• Resolution/response times
• Prepare regular customer success reports for management.
• Use customer data to identify trends, risks and opportunities.

Cross-Functional Collaboration

• Collaborate with Product teams to communicate customer needs and product feedback.
• Work with Sales to ensure a smooth transition from acquisition to onboarding and ongoing relationship management.
• Partner with Risk & Compliance to ensure customer processes remain compliant.
• Collaborate with Technology teams to resolve platform and technical issues affecting customers.
• Work with Marketing on customer communication, education and engagement campaigns.

Customer Education

• Develop customer education materials, guides, FAQs and onboarding resources.
• Organise webinars, demonstrations and customer engagement sessions.
• Ensure customers understand product features, processes, fees and relevant policies.
• Promote digital and financial literacy where relevant to the company's products.

Qualifications & Experience

• Bachelor's degree in Business Administration, Marketing, Finance, Customer Experience, Communications or a related field.
• 2–3 years' experience in Customer Success, Customer Experience, Account Management, Relationship Management or a similar role.
• Experience in FinTech, banking, payments, digital financial services, telecommunications or technology is highly desirable.
• Experience managing customers through digital platforms is an advantage.
• Strong understanding of customer lifecycle management and retention strategies.
• Experience working with CRM and customer analytics tools.
• Strong problem-solving and analytical abilities.
• Excellent written and verbal communication skills.
• Strong stakeholder management and interpersonal skills.

Core Competencies

• Customer-centric mindset
• Relationship management
• Strategic thinking
• Problem solving
• Data analysis
• Communication and presentation compliance
• Conflict and compliance management
• Commercial awareness
• Digital/technology orientation
• Team leadership
• Stakeholder management
• Attention to detail
• Empathy and emotional intelligence

The Person

• The ideal candidate is a customer-focused, commercially aware and data-driven professional who understands how to turn customer interactions into long-term relationships.
• They should be able to balance customer needs with business objectives and work effectively across Sales, Product, Operations, Technology, Risk and Compliance teams.
• Experience in a fast-paced FinTech or digital financial services environment will be a strong advantage.

Location: Accra

Salary: Attractive