Customer Success Manager

NALA; London; On-site; GBP 40,000 - 80,000

Job description

Our Mission

At NALA, we're building payments for the Next Billion. This means transforming how money moves into Africa, Asia and beyond. By building cutting-edge payment solutions, we're simplifying financial transactions for individuals and businesses alike-helping them thrive in a global economy.

We're driven by innovation, community, and the belief that everyone deserves access to reliable, efficient, and affordable financial services. If you're passionate about creating meaningful change and shaping the future of fintech in Africa and Asia, join us and be part of a team that's revolutionising financial empowerment on a global scale.

Your Mission

As a Customer Success Manager at Rafiki (by NALA), you will play a pivotal role in helping our clients harness Africa's leading cross-border payments API to streamline financial processes, optimise FX capabilities, and drive revenue growth. By providing exceptional support and expert guidance, you will ensure customers unlock the full potential of our solutions, contributing to their success and Rafiki's mission to transform global financial operations.

Your Responsibilities in this Role

• Support onboarding for new clients, ensuring efficient platform setup and delivering comprehensive training sessions to ensure clients are well-equipped to use our product effectively.
• Serve as the primary point of contact for client inquiries, swiftly addressing and resolving issues to ensure a smooth customer experience and maintain a high level of satisfaction.
• Monitor key client health metrics and proactively identify potential risks to retention. Implement strategies to mitigate these risks, identify upsell opportunities, and ensure client success, driving revenue growth.
• Build and maintain strong relationships with key stakeholders within client organisations, ensuring alignment with their goals and fostering long-term partnerships to maximise the value of Rafiki's solutions.
• Collect and analyse client feedback to identify emerging trends and pain points. Advocate for client-driven product enhancements by collaborating with internal teams to drive continuous improvement in the platform.
• Monitor product usage and identify opportunities to increase client engagement with additional features, enhancing their operational efficiencies and ensuring they fully leverage Rafiki's platform.
• Provide tailored strategic insights and recommendations to clients, aligning Rafiki's services with their specific business goals to maximise outcomes and overall satisfaction.
• Support the Treasury team by facilitating client trades, providing real-time exchange rates, and advising clients on the best strategies for optimising cross-border transactions and managing FX costs.

Must-have requirements

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role, ideally within the financial services, banking, or fintech industry.
• Customer-focused mindset with the ability to anticipate client needs and drive success through tailored solutions.
• Excellent communication skills, able to engage with stakeholders at all levels and explain complex concepts clearly.
• Strong problem-solving and analytical abilities, with a track record of identifying challenges and offering proactive solutions.
• Experience working with technical teams to integrate and optimise SaaS or API-based platforms.
• Detail-oriented, able to manage multiple client accounts and balance day-to-day support with strategic initiatives.
• Ability to identify upsell opportunities and drive client engagement with new features or services.
• Experience creating client-facing documentation or training resources, with the ability to explain complex topics to non-technical clients.

Nice to have requirements

• Payments experience (cross-border payments, FX, or treasury) is a nice-to-have, but not essential.
• Experience working with financial data, exchange rates, or treasury management systems to help clients optimise transactions.

Interview Process

• Talent Screen with our Senior Talent Partner to assess experience and skill alignment for the role (30 minutes)
• First Stage Interview with our Customer Success Manager to explore how you approach customer success and collaboration (30 minutes)
• Second Stage Interview with our Head of Sales to discuss your approach to driving customer retention and satisfaction (1 hour)
• Final Interview with our COO to discuss your vision for the role and cultural fit (30 minutes)

Benefits

UK / EU / Kenya:

• 27 Days Off Plus UK Bank Holidays: Take the time to decompress. Working at a startup is hard!
• Birthday Leave: Celebrate your special day with a bonus day off to take off in that month.
• Enhanced Parental Leave: We offer 16 weeks of full pay for the primary caregiver and 4 weeks of full pay for the secondary caregiver (After a 6-month probationary period)
• Global Workspace: Get access to WeWork locations worldwide.
• Learning Budget: Fuel your growth with $1000 annually for learning and development.

For people who come to our London office, we also have the below extra benefits:

• Sarabi: Themed snacks and Friday lunch focused on building great working relationships with the team.
• Monthly Socials: Join fun social events every month for great times.
• Free Coffee: Enjoy barista-style coffee at your fingertips.

Kenya

• 23 Days Off Plus Kenyan Bank Holidays: Take the time to decompress. Working at a startup is hard!
• Private Medical: Coverage for you and your dependents (optionally) from day one!
• Birthday Leave: Celebrate your special day with a bonus day off to take off in that month.
• Learning Budget: Fuel your growth with $1000 annually for learning and development.
• Free Lunch: Every day - that's it!
• Monthly Birthday Party: Join fun social events every month to celebrate achievements, milestones and birthdays across the month.

Ready to make an impact?

If you're passionate about customer success, have a proven track record in the financial services industry, and are excited to help clients optimise their cross-border payments and financial processes, we want to hear from you. Apply now to join Rafiki and help shape the future of global payments!