Our users are business owners navigating complex cross-border deals. We need a Customer Success Manager to ensure they get value from AfroSynergy — from first onboarding to their tenth deal closing. What you'll do: - Onboard new users: guide them through profile setup, verification, and first deal - Proactively engage users to increase deal activity and platform adoption - Monitor user health metrics and intervene when engagement drops - Handle escalations: disputes, payment issues, verification delays - Build and maintain help documentation, tutorials, and FAQs - Collect and synthesize user feedback for the product team - Manage the support chat and ticket queue - Track and report on retention, NPS, and time-to-first-deal metrics
- 3+ years in customer success, account management, or client services - Experience with B2B platforms, marketplaces, or fintech - Excellent written and verbal communication skills - Empathy for users navigating complex cross-border transactions - Comfort with data: dashboards, cohort analysis, health scores - Experience with support tools (Intercom, Zendesk, or similar) - Bonus: experience with African businesses or cross-border trade - Bonus: fluency in French, Swahili, or Portuguese
- Competitive salary - Fully remote - Professional development budget - Annual team retreat - Health insurance allowance
