🎯 Customer Success Representative – Rafiki (Fintech)
Rafiki by NALA is seeking a Customer Success Representative to manage relationships with strategic clients, address issues, and drive growth in usage and satisfaction. This is a great opportunity to work in a fast-paced fintech environment supporting key accounts.
🛠️ Responsibilities:
- Be the main point of contact for clients, fostering long-term partnerships.
- Coordinate issue resolution and support escalations across internal teams.
- Monitor customer volume trends, identify churn risks, and take action.
- Lead Monthly Syncs and Quarterly Business Reviews (QBRs).
- Collect, prioritize, and communicate client feedback to product/ops teams.
- Track and report on account health, growth opportunities, and usage trends.
- Spot and execute upsell or cross-sell opportunities based on client needs.
- Keep clients informed on key product or operational changes.
✅ Required Qualifications:
- 1+ year in Customer Success, Account Management, or similar client-facing role.
- Industry experience in fintech, banking, payments, or B2B SaaS.
- Excellent verbal and written communication skills with client empathy.
- Strong problem-solving and analytical mindset.
- Skilled in CRM systems like HubSpot or Salesforce.
- Proven ability to build client trust and identify upsell opportunities.
- Experience in fast-paced environments like startups or digital platforms.
📌 Core Skills:
- Account management & relationship building
- Performance monitoring and churn prevention
- CRM and customer support tools
- Market research and intelligence reporting
- Conflict resolution and customer education
🎓 Education:
- Diploma or Associate’s Degree required.
📨 How to Apply:
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