Manager, Customer Success

• 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.
  

• 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.
  

• 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.
  

• 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.
  

• 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
  

• 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.
  

• 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.
  

Benefits

• You would be part of a dynamic startup revolutionizing the vehicle subscription and financial services industry for gig workers in Africa.
  
• You would be part of a dynamic environment where your ideas are heard and your contributions propel us forward.
  
• You would work alongside passionate, talented colleagues who share your commitment to excellence.
  
• You would witness firsthand the positive change your work brings to the lives of thousands of riders and drivers.
  
• You would enjoy a comprehensive benefits package, including a competitive salary, health insurance, and exciting growth opportunities.