Optasia is a fully-integrated B2B2X financial technology platform covering scoring, financial decisioning, disbursement & collection. We provide a versatile AI Platform powering financial inclusion, delivering responsible financing decision-making and driving a superior business model & strong customer experience. Since company’s inception, over a decade ago, we have grown to become a global leader in the Fintech fields, constantly expanding and adding new solutions, offerings, and untapped monetization opportunities for all our partners and clients.
We are recruiting to fill the position below:
Job Position: Senior Customer Success Manager, Fintech
Job Location: Lagos
Employment Type: Full Time
Job Description
- 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 Senior 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.
What You Will Do
- Lead the success, retention, and growth of a portfolio of strategic customer accounts, with accountability for customer outcomes, value realization, and long-term partnerships.
- Act as a trusted senior advisor to customer stakeholders as primary point of contact executing day-to-day commercial activities, 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 closely with sales, account management, and leadership teams.
- Support cross-functional collaboration across operations, product, finance, and service teams to ensure high-quality delivery and continuous improvement.
- Mentor and support Customer Success Managers and Account Managers, providing guidance on account strategy, performance management, and best practices.
- 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 to improve retention, customer satisfaction, and revenue outcomes.
Leadership:
- Lead, develop, and mentor a high-performing team of Account Managers and Customer Success Managers, setting clear performance expectations and standards.
- Act as a point of escalation and guidance for complex customer, commercial, and delivery challenges, ensuring timely and effective resolution.
- Drive knowledge sharing, best practices, and consistent ways of working across the team to strengthen execution quality and scalability.
- Provide regular coaching, feedback, and performance reviews, supporting professional development and readiness for increased responsibility.
- Foster a collaborative, accountable, and results-driven team culture aligned with Optasia's commercial and customer success objectives
What You Will Bring
Essential Qualifications & Experience:
- Bachelor's Degree
- Minimum of 8 years of proven experience in B2B Account Management, preferably within the Telecoms or Fintech industry.
- Minimum 4yrs Telecoms industry experience
- Strong understanding of the cultural, political, and regulatory landscape in the assigned market(s).
Preferred:
- 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.
