Customer Success Manager – Digital Marketplace

About the role

The Customer Success Manager will drive the growth of the digital marketplace by acquiring and supporting B2B buyers across Africa and MENA. You will own the full customer lifecycle, ensuring trust, satisfaction and long‑term adoption of the platform.

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 across multiple geographies.
• Own customer satisfaction, escalations and trust‑building mechanisms.
• Provide structured feedback loops to Product and Tech for continuous improvement.
• Achieve targets such as ≥100 verified buyers per country in 3 months, activation rate ≥40%, first response ≤12 hours, resolution ≤24 hours, NPS ≥+40 and re‑ordering within 30 days ≥30%.

Required profile

• Minimum 8 years of experience in customer success, sales or account management on digital platforms or logistics.
• Strong background in emerging markets, especially Africa and MENA.
• Proven success in building scalable onboarding and support models.
• Experience leading distributed teams across multiple geographies.
• Excellent cultural fluency, market foresight and customer‑insight driven thinking.