Manager, Customer Success Job at Gamma Mobility

Gamma Mobility is a mobility-fintech company fueling the dreams of gig workers across Africa. We empower riders and drivers with vehicles and financial services through innovative solutions and strategic partnerships. With thriving hubs in Nigeria and Ghana, we're rapidly expanding and we would like you to be a part of our journey.

We are recruiting to fill the position below:

Job Position: Manager, Customer Success

Job Location: Lagos

Position Summary

• Gamma Mobility is seeking a Manager, Customer Success to drive customer satisfaction, retention, and long-term engagement. 
• The CSM will be responsible for ensuring gig workers and fleet owners get maximum value from Gamma Mobility’s vehicle leasing and financial services. 
• The ideal candidate will proactively manage relationships, optimize customer onboarding, monitor performance, and implement strategies to enhance the overall customer experience.

Key Responsibilities

• Develop and implement customer retention strategies to maximize engagement and reduce churn.
• Conduct regular check-ins with customers to understand challenges and provide tailored solutions.
• Ensure seamless onboarding for new customers, ensuring adequate education of Gamma Mobility’s offerings.
• Develop and execute training programs relevant for the success of customers to cover vehicle usage, financial literacy, maintenance best practices and other core functions
• Identify opportunities to upsell insurance, maintenance plans, and additional services to customers.
• Collaborate with collections, risk, and operations teams to resolve payment, maintenance, and compliance issues.
• Track and analyze customer complaints, implementing strategies to enhance service delivery.
• Use data insights to segment customers and deliver personalized engagement strategies.
• Work with the finance and risk teams to offer personalized financial solutions.
• Develop targeted campaigns to promote value-added services for gig workers and fleet operators.
• Act as the primary point of contact for customer concerns, ensuring timely resolution of issues.
• Prepare regular reports on customer experience trends and retention performance.
• Engage with gig worker communities to foster loyalty and long-term partnerships.
• Organize customer engagement events, webinars, and training workshops.
• Represent Gamma Mobility at industry events, networking with mobility platform partners and service providers.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• At least 3-5 years of experience in customer success, account management, or customer service roles, with 2+ years in a leadership or senior capacity.
• Strong understanding of customer success principles, customer relationship management, and retention strategies.
• Master’s degree in Business Administration (MBA), Customer Success Management, or a related field is a plus
• Experience managing key accounts or a portfolio of customers, ensuring high levels of satisfaction and retention.
• Deep commitment to ensuring customers are satisfied, engaged, and deriving maximum value from the company's services.
• Ability to manage escalated situations and resolve customer complaints in a calm, constructive, and timely manner.