Customer Success Manager, Tanzania

We are seeking a highly experienced and commercially minded professional with deep telecoms expertise and strong fintech acumen to lead and expand strategic relationships with our mobile operator partners. As a Customer Success Manager, you will act as a trusted advisor to the Senior VP Commercial, at both operational and executive levels, owning the success, growth, and long-term value of your designated account(s). You will represent Optasia's full portfolio of AI-powered lending and credit scoring solutions, drive cross-selling and expansion opportunities, and ensure consistent delivery of business outcomes aligned with our partners' fintech and telecom strategies.

Responsibilities

Lead the success, retention, and growth of a portfolio of strategic customer accounts; Act as a trusted senior advisor to customer stakeholders as primary point of contact, including executive-level contacts, leading strategic reviews and success planning; Define and drive customer success strategies aligned to customer business objectives, contractual commitments, and organizational goals; Own customer health, performance metrics, and SLA outcomes; proactively manage risks, escalations, and complex issues to resolution; Identify and drive expansion, renewal, and optimization opportunities, partnering with sales, account management, and leadership teams; Support cross-functional collaboration across operations, product, finance, and service teams; Mentor and support Customer Success Managers and Account Managers; Deliver executive-level reporting, insights, and recommendations on account performance, risks, and growth opportunities; Contribute to customer success strategy, process design, and service model evolution; Lead, develop, and mentor a high-performing team of Account Managers and Customer Success Managers; Act as a point of escalation and guidance for complex customer, commercial, and delivery challenges; Drive knowledge sharing, best practices, and consistent ways of working across the team; Provide regular coaching, feedback, and performance reviews; Foster a collaborative, accountable, and results-driven team culture

Requirements

Minimum 8 years of proven experience in B2B Account Management, preferably within the Telecoms or Fintech industry; Minimum 4 years Telecoms industry experience; Strong understanding of the cultural, political, and regulatory landscape in the assigned market(s)

Nice to have

Bachelor's degree; Experience in Telecoms Customer Value Management (CVM), Value-Added Services (VAS), and/or fintech and digital financial services solutions; Proven success in driving upselling and cross-selling initiatives within enterprise accounts

Benefits

Unique employee experiences; Prioritization of well-being; Flexibility