Customer Success Manager -Digital Marketplace

Leads marketplace growth by acquiring and supporting buyers across Africa and MENA, ensuring trust, satisfaction, and long-term adoption. Owns customer lifecycle management, escalations, and localized engagement strategies.

Responsibilities

Key Responsibilities
•    Lead onboarding and relationship management for B2B buyers and partners
•    Define and execute go-to-market and marketing strategies in target markets
•    Build, train, and manage localized customer success teams
•    Own customer satisfaction, escalations, and trust-building mechanisms
•    Provide structured feedback loops into Product and Tech for continuous improvement
•    Min 8 years in customer success, sales, or account management in digital platforms or logistics
•    Strong background in emerging markets, especially Africa/MENA
•    Proven success in building scalable onboarding and support models
•    Experience leading distributed teams across multiple geographies
•    Thinking: Market foresight, cultural fluency, customer insight-driven
•    Results: Clear orientation to adoption, retention, and customer satisfaction
•    People: Strong communicator, trust-builder, empathetic leader
•    Self: Resilient, adaptable to fast-changing environments
•    Tools: CRM Tools
Leadership Priorities
•    Build trusted customer base in launch markets
•    Establish playbooks and frameworks for onboarding and engagement
•    Set customer trust as a visible leadership priority across the organization
•    Verified buyer onboarding (MENA/Africa): Target ≥ 100 per country in 3 months
•    Activation rate (onboarded to inquiry): Target ≥ 40%
•    First support response time: Target ≤ 12 hours
•    Issue resolution time: Target ≤ 24 hours
•    Buyer trust score/NPS: Target ≥ +40
•    Buyers reordering within 30 days: Target ≥ 30%
 

Qualifications