Customer Success Manager [Remote | Pakistan]

Company Overview:

MoneyHash is Africa and the Middle East’s first all-in-one flexible payment orchestration and revenue operations platform that covers all of a merchant's payment needs. We're focused on delivering cutting-edge solutions to empower our merchants to build, optimize, and scale their payment infrastructure at any stage of growth. We believe in providing a seamless experience for our merchants by offering technical expertise and support that drives success.

What We're Looking For:

We're looking for a Customer Success Manager to support our customers during onboarding and ensure their long-term success post-launch. Our ideal candidate has customer-facing experience in fast-moving companies, with a proven track record of driving customer engagement, retention, and satisfaction.

At MoneyHash, all team members shape our vision and culture. We value:

• Respect: We are a global team—we value the diversity of humanity and seek the good in people. We expect you to be empathetic and cultivate respectful relationships with others.
• Humility: We welcome open discussion and candid feedback and expect all candidates to arrive ego-free and with a commitment to better themselves and others.
• Flexibility: Being comfortable with fast-paced working environments is a must. We seek a highly motivated self-starter who can quickly get up to speed and rise to any challenge.
• Willingness to Learn: We search for champions of learning with a growth mindset. Mistakes are celebrated and seen as part of our road to success.

What You'll Be Doing:

As the Customer Success Manager, you will play a critical role in ensuring our customers succeed with our platform. You’ll be responsible for building strong relationships with clients, understanding their business needs, and providing tailored solutions to maximize their experience. This is a high-impact role, working closely with product, sales, and engineering teams to advocate for customer needs and drive adoption and retention.

• Onboard new customers, ensuring they are fully set up and able to integrate and utilize our platform effectively.
• Build and maintain long-term relationships with customers, becoming their trusted advisor.
• Understand customer pain points and proactively offer solutions, driving product adoption and satisfaction.
• Work closely with the sales and engineering teams to address escalated technical issues and ensure customer success.
• Develop and track key metrics for customer success and retention, delivering insights to improve our offerings.
• Advocate for customers internally, providing feedback to the product team to drive continuous improvement of the platform.
• Conduct regular check-ins with customers to ensure they are achieving their goals and resolve any issues.
• Contribute to the development of best practices for customer support and success processes.

Qualifications:

• 3-5 years of experience in customer success, account management, or customer support roles, ideally within a B2B SaaS or payments/fintech environment.
• Problem-solving mindset, with a proven ability to troubleshoot and resolve technical issues, and a clear understanding of when to escalate to engineering.
• Experience with ticketing systems and support processes, ensuring issues are tracked and resolved efficiently.
• Excellent communication skills with the ability to manage multiple stakeholders.
• Analytical mindset with a metrics-driven focus.
• Ability to work collaboratively across teams, including engineering, product, and sales.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proven track record of driving customer engagement, retention, and satisfaction.
• A proactive, customer-first attitude with a knack for building relationships.

Preferred Skills:

• Experience in fintech, payments, or financial services.
• Strong understanding of payment systems and integrations (experience in fintech or payments is a huge plus).
• Prior experience in a startup or high-growth company.

Why Join Us?

• Be part of a dynamic, fast-paced team driving payments innovation in emerging markets.
• Opportunities for growth and professional development.
• Competitive salary and benefits package.
• Flexible working environment.