Customer Success Manager

Ramani is building financial infrastructure for Africa's supply chains. Through our sleek mobile and web application, Africa's resellers gain quick and easy access to SME financing. We're operating in a $900B market and are pioneers in our space!

We are a Y Combinator-backed founding team with backgrounds in Computer Science & Finance from Stanford University, Google, Salesforce & Cap Gemini. We are also backed by leading investors including Village Global & Goat Capital. We are currently based in Dar Es Salaam, TZ.

In our rapidly growing, high-energy team, everyone plays a critical role in improving our products, processes, and business. Our culture is collaborative, fast-paced, and not ego-driven. We move and iterate quickly to provide our customers and users with value as soon as possible.

We're looking for a Customer Success Manager (CSM) with a proven track record of managing long-term, strategic relationships with strong interpersonal and analytical skills. You’ll have opportunities to implement, build, and nurture relationships with our customers. The CS team works closely with our largest and most strategic customers to understand their needs and drive engagement and value-added outcomes. An ideal candidate will demonstrate the ability to blend proactive engagement with a high level of financial acumen and business discipline to deliver a world-class service experience. Our CS team is trusted advisors, problem solvers, and vocal advocates for Ramani customers both internally and externally.   

• Develop and manage relationships with customers in assigned portfolio

• Conduct monthly and quarterly business reviews

• Collaborate with sales, credit operations, and other teams to develop success plans for customers

• Own and manage contract renewal and renegotiation

• Conduct customer training as it relates to product, process, and best practices

• Manage all activities related to revenue growth, product adoption, customer satisfaction and overall success/satisfaction metrics

• Optimize the customer journey by implementing process and structure in customer success operations

• Implement customer retention and advocacy strategies

• Identify opportunities to drive new business growth through greater advocacy and case study development

• Identify and manage revenue drivers to ensure revenue goals are met

• Prepare and present executive summaries on portfolio performance

• Identify opportunities for continuous improvement

• Stay in tune with best practices in the B2B payments industry

Essential requirements

• Minimum 5 years in managing customers in fast-paced growth environments

• Proven track record of successfully managing customer relationships

• Proven experience engaging with customers’ top-level executives

• Ideally, combined background of post-sale and sales experience

• Proven track record of driving portfolio growth

Desirable requirements

• Proven ability to manage influence through persuasion, negotiation, and consensus building

• Strong empathy for customers and passion for revenue and growth

• Proven ability to align cross-functionally to achieve customer goals and objectives

• Proven ability to affect revenue growth and hit financial targets

• Analytical and process-oriented mindset

• Excellent communication and presentation skills

• Impeccable work ethic

If this role defines you, simply click the button to submit your application