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

Requirements

Jobberman Third Party is a recruitment and talent acquisition account that connects qualified professionals with career opportunities on behalf of a wide range of employers across Ghana.

Through this account, we advertise verified job opportunities for organizations across various industries and job functions, helping employers find the right talent while making it easier for job seekers to discover quality employment opportunities.

Our focus is to deliver a professional, transparent, and efficient recruitment experience by matching candidates with roles that align with their skills, qualifications, and career aspirations.

Whether you are starting your career or seeking your next opportunity, Jobberman Ghana Third Party provides access to diverse roles with reputable employers through a trusted recruitment process.

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