Customer Success Specialist

About the Role

You’ll own a portfolio of business customers, from 3PLs, online vendors and SMEs to e-commerce brands and enterprise shippers, and be responsible for their health, retention and growth on Terminal Africa.

This is a strategic, commercial role.

You’ll monitor shipping activity to catch risk early, prevent churn before it happens, bring dormant accounts back and help existing customers get more from Terminal.

You’ll be a trusted partner to everyone, from technical teams integrating our Shipping API to business owners who are less comfortable with technology.

Responsibilities & Duties

Look after your accounts:

Own the relationship with every account in your portfolio, from decision-makers to day-to-day contacts.

Track shipment volume, usage and account health, and act quickly on drops in volume or engagement.

Run regular business reviews covering shipping performance, open issues, what’s new and opportunities.

Be the escalation point for complex or high-value issues, working with Operations, carrier partners, Finance and Tech to resolve them.

Guide less tech-savvy customers patiently through our platform, plugins and processes, in plain language.

Keep them and grow them:

Spot at-risk accounts early and act before customers churn.

Find dormant accounts, understand why they stopped shipping, and bring them back.

Own the expansion target for your existing customers, finding upsell and cross-sell opportunities such as more volume, international lanes, the Shipping API, the WooCommerce plugin or shipment insurance.

Lead customer communication for new launches, so customers adopt what’s new.

Make the team and product better:

Report on portfolio health, retention, churn and reactivation to leadership.

Bring customer feedback to Product as clear, evidence-backed requests, and close the loop with the customer.

Mentor junior CX team members and build playbooks the team can use.

Spot the issues that keep coming up, and propose fixes, automations or better processes.

What success looks like in 6 months

Every account you own has a health status, an account plan and a clear next step.

Net revenue retention on your portfolio is at or above target.

Churn in your portfolio is falling, with at-risk accounts flagged and acted on early.

Dormant accounts have been reactivated and are shipping again.

Customers in your portfolio are using more of Terminal, including at least one moving onto a new product.

What You’ll Bring

3 - 5 years in account management, customer success or technical account management, in logistics, e-commerce, fintech or B2B SaaS, with experience growing accounts.

Hands-on CRM experience (accounts, pipelines, workflows and reports).

A track record of hitting retention, upsell or expansion targets.

Comfort analysing shipping and revenue data in spreadsheets or CRM dashboards to spot trends.

Outgoing and confident: as comfortable on a call with a frustrated merchant as presenting to our leadership team, and able to explain technical things simply.

Tech-savvy: you’re excited by new tools and automation, often the first to try one and show the team how it helps.

A problem-spotter: you notice what’s not working before others do, and come with a fix, not just a flag. You work independently and don’t wait to be told.

Nice to have:

Understanding of logistics: carriers, last-mile delivery, international shipping, customs and claims.

Experience with Zoho CRM, Zoho Desk or Zoho Analytics.

Experience building churn-prevention, health-scoring or reactivation playbooks.

Experience working with e-commerce merchants or SMEs in Africa.

What You’ll Gain

Salary is depending on experience.

The chance to shape how account management works at Terminal: the playbooks, the health scoring and the way the team works.

A direct line to leadership, with your insights feeding into product and company decisions.

Room to experiment with automation to manage accounts at scale.

A clear path to grow, with your scope widening as your results show.

How to apply

Use the link(s) below to apply on company website.

Hub Operations Associate

Customer Success Specialist

https://www.myjobmag.com/apply-now/1385370

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