About Us

We run an ecosystem of powerful digital platforms transforming how Africans transact, trade, and grow. Our cross-functional suite includes:

• AgoPay - Fintech API enabling seamless payments, wallet infrastructure, and embedded finance
• AgoGo - A modern ecommerce marketplace built for emerging merchants and consumers
• AgoDrop - A logistics API that integrates delivery aggregators for scalable fulfilment
• Arkquire - A business acquisition, franchising, and venture marketplace platform

We are expanding rapidly and seeking a passionate, proactive Customer Success Manager (CSM) to build trust, reduce churn, and turn users into loyal advocates.

About the Role

As Customer Success Manager, you will be responsible for onboarding users, supporting platform adoption, resolving escalations, and driving long-term value for customers. You will manage client relationships across platforms ensuring merchants, end-users, logistics partners, and fintech developers receive the support they need to succeed. This is both a people and process-driven role ideal for someone who is empathetic, data-savvy, and focused on retention and satisfaction.

Key Responsibilities

• Design and lead customer onboarding programs to ensure smooth adoption of our solution suites.
• Serve as the primary point of contact for B2B and high-volume customers (merchants, partners, fintech clients).
• Manage incoming queries and escalations through live chat, phone, email, and support tickets.
• Build customer journey maps and support workflows tailored to each platform (AgoPay, AgoGo, Arkquire, etc.).
• Collaborate with product, operations, and engineering teams to resolve customer pain points.
• Monitor and report on customer engagement, satisfaction scores (CSAT), and churn metrics.
• Develop help resources, FAQs, and tutorials in collaboration with the tech writer and UI/UX teams.
• Champion the voice of the customer across internal strategy and product discussions.

Requirements

• 3–5 years of experience in customer success, support operations, or account management (preferably in fintech, ecommerce, logistics, or SaaS).
• Demonstrated success in onboarding, supporting, and retaining B2B or platform users.
• Proficiency in customer support tools (e.g., Zendesk, Intercom, Freshdesk, HubSpot).
• Excellent communication and problem-solving skills.
• Bachelor’s degree in Business, Communications, or a related field.

Compensation

• Competitive Salary
• Employee Stock Ownership Plan (ESOP)
• Accommodation provided (Asaba location only)