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.

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% Educational and Technical Qualifications: Graduate with 8-10 Years of Experience in a similar role and a bachelor degree in a related field Language Skills: English is mandatory, Arabic Years of Experience: Minimum 8 years of experience Nature of Experience: TBD