Customer Success Manager, Fintech

Optasia
Kigali
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Customer success strategy","Stakeholder management","Mentoring","Risk management","Executive communication"]

Own the success, growth, and long-term value of strategic fintech and telecom customer accounts. Serve as a trusted executive advisor, leading success planning, SLA and customer health management, and proactive risk/escalation resolution. Drive cross-sell, expansion, renewals, and value realization across Optasia’s AI-powered lending and credit scoring portfolio. Lead and mentor a team of Account Managers and Customer Success Managers while delivering executive reporting and continuous process improvement.

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Optasia
Optasia
4 days ago

Customer Success Manager, Fintech

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Last checked: 17 hours agoStatus: Live

Job Summary

Own the success, growth, and long-term value of strategic fintech and telecom customer accounts. Serve as a trusted executive advisor, leading success planning, SLA and customer health management, and proactive risk/escalation resolution. Drive cross-sell, expansion, renewals, and value realization across Optasia’s AI-powered lending and credit scoring portfolio. Lead and mentor a team of Account Managers and Customer Success Managers while delivering executive reporting and continuous process improvement.
Location: Kigali
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead success, retention, and growth for a portfolio of strategic customer accounts, focusing on outcomes and long-term partnerships.
  • •Serve as the primary point of contact and trusted senior advisor, executing day-to-day commercial activities and executive-level success reviews.
  • •Define and drive customer success strategies aligned to customer objectives, contractual commitments, and organizational goals.
  • •Own customer health, performance metrics, and SLA outcomes; proactively manage risks, escalations, and complex issues to resolution.
  • •Lead, develop, and mentor a high-performing team of Account Managers and Customer Success Managers, including coaching and performance reviews.

Pay and Benefits

Perks:Annual BonusBirthday Off

Key Requirements

  • •Minimum 8 years of proven experience in B2B account management, preferably in the telecoms or fintech industry.
  • •Minimum 4 years of telecoms industry experience.
  • •Bachelor’s degree.
  • •Strong understanding of the cultural, political, and regulatory landscape in the assigned market(s).
  • •Proven success driving upselling and cross-selling initiatives within enterprise accounts.
Experience:8+ yearsB2BTelecomsFintech
Education:Bachelor's
Skills:Customer success strategyStakeholder managementMentoringRisk managementExecutive communication
Tech Stack:AICredit scoring

Company Brief

Optasia
Operates a digital health platform delivering online mental health and therapy services, connecting users with licensed therapists and providing tools for wellbeing, counselling, and remote treatment management to improve access to behavioral healthcare.
Industry: Mental Health
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