Customer Success Manager, NALA
Salary not provided
Senior and Expert level
London
3+ days a week in office
African and Asia cross-border payments company
Be an early applicant
African and Asia cross-border payments company
101-200 employees
FintechB2CRetailB2BPersonal financePaymentsSaaS
Be an early applicant
Salary not provided
Senior and Expert level
London
3+ days a week in office
101-200 employees
FintechB2CRetailB2BPersonal financePaymentsSaaS
Company mission
To increase economic opportunity on the African continent and for its diaspora around the world.
Role
Who you are
- 5+ years of experience in Customer Success, Account Management, or a similar client-facing role, ideally within the financial services, banking, or fintech industry
- Customer-focused mindset with the ability to anticipate client needs and drive success through tailored solutions
- Excellent communication skills, able to engage with stakeholders at all levels and explain complex concepts clearly
- Strong problem-solving and analytical abilities, with a track record of identifying challenges and offering proactive solutions
- Experience working with technical teams to integrate and optimise SaaS or API-based platforms
- Detail-oriented, able to manage multiple client accounts and balance day-to-day support with strategic initiatives
- Ability to identify upsell opportunities and drive client engagement with new features or services
- Experience creating client-facing documentation or training resources, with the ability to explain complex topics to non-technical clients
- If you're passionate about customer success, have a proven track record in the financial services industry, and are excited to help clients optimise their cross-border payments and financial processes, we want to hear from you
Desirable
- Payments experience (cross-border payments, FX, or treasury) is a nice-to-have, but not essential
- Experience working with financial data, exchange rates, or treasury management systems to help clients optimise transactions
What the job involves
- As a Customer Success Manager at Rafiki (by NALA), you will play a pivotal role in helping our clients harness Africa’s leading cross-border payments API to streamline financial processes, optimise FX capabilities, and drive revenue growth
- By providing exceptional support and expert guidance, you will ensure customers unlock the full potential of our solutions, contributing to their success and Rafiki’s mission to transform global financial operations
- Support onboarding for new clients, ensuring efficient platform setup and delivering comprehensive training sessions to ensure clients are well-equipped to use our product effectively
- Serve as the primary point of contact for client inquiries, swiftly addressing and resolving issues to ensure a smooth customer experience and maintain a high level of satisfaction
- Monitor key client health metrics and proactively identify potential risks to retention. Implement strategies to mitigate these risks, identify upsell opportunities, and ensure client success, driving revenue growth
- Build and maintain strong relationships with key stakeholders within client organisations, ensuring alignment with their goals and fostering long-term partnerships to maximise the value of Rafiki’s solutions
- Collect and analyse client feedback to identify emerging trends and pain points. Advocate for client-driven product enhancements by collaborating with internal teams to drive continuous improvement in the platform
- Monitor product usage and identify opportunities to increase client engagement with additional features, enhancing their operational efficiencies and ensuring they fully leverage Rafiki’s platform
- Provide tailored strategic insights and recommendations to clients, aligning Rafiki’s services with their specific business goals to maximise outcomes and overall satisfaction
- Support the Treasury team by facilitating client trades, providing real-time exchange rates, and advising clients on the best strategies for optimising cross-border transactions and managing FX costs
Application process
- Talent Screen with our Senior Talent Partner to assess experience and skill alignment for the role (30 minutes)
- First Stage Interview with our Customer Success Manager to explore how you approach customer success and collaboration (30 minutes)
- Second Stage Interview with our Head of Sales to discuss your approach to driving customer retention and satisfaction (1 hour)
- Final Interview with our COO to discuss your vision for the role and cultural fit (30 minutes)
Salary benchmarks
Our take
As global enterprise has become more interwoven, and Africa grows as an economic powerhouse, financial infrastructure has failed to keep pace with growing demand. Nala is providing the financial services to meet that gap.
The company started in Tanzania as a consumer payments aggregator and has used that platform to launch a remittance business rooted in its connections with East Africa, driving down the eye-watering 10% fees for its diaspora userbase.
The FinTech startup is now looking to double down on the lucrative remittance business, onboarding more users in its newly licensed areas: the U.S. and France.
While NALA has had some success with the products its built so far, the true test for the company will be navigating the deeply complicated international infrastructure necessary for an international payments platform, all while retaining their consumer-friendly credentials.
Steph
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (last 2 of 5 rounds)
Jul 2024
$40m
SERIES A
Jan 2022
$10m
SEED
Total funding: $50.3m
Company benefits
- 35 Days Off: Enjoy an amazing 35 days of holidays to unwind and explore (this includes bank holidays)
- Learning Budget: Fuel your growth with $1000 annually for learning and development.
- Competitive Equity Offer
- Global Workspace: Get access to WeWork locations worldwide.
- Birthday Leave: Celebrate your special day with a bonus day off to take off in that month
- Enhanced Parental Leave - We offer 16 weeks full pay for the primary care giver and 4 week full pay for the secondary caregiver.
- If you're in London we have hybrid Working: We work 3 days a week in the office (Mon, Wed, Fri)
- Sarabi: Themed snacks and Friday lunch with a focus on building great working relationships with the team in our London office
- Monthly Socials: Join fun social events every month for great times
- Free Coffee: Enjoy barista-style coffee at your fingertips.
- Office Fun: Play pool and table tennis when you need a break
Company values
- 🔥 Customers First, Always We build NALA for our customers and not anyone else. This means whether you are in Sales, Marketing, Engineering or Finance, everyone needs to understand who our customers are, what problems we are solving and how we are competitive in the market.
- 🥇 Here to Win This is a competitive space and so we understand that the stakes are high. The prize is a huge, both in terms of monetary gain and personal achievement. Everyone at NALA comes into the company knowing what we are competing for.
- 🚄 Speed Wins Execution is the only defence. We prioritise doing and interating over agonising and waiting for “perfect”. When we ship new products and features, we learn about how this helps our customers which informs the second iteration.
- 🧠 Understand Why We ask why until we know the fundamental truth and insight that drives decision making. Through speaking to customers and deeply understanding our work, we are able to deliver game changing solutions for our customers.
Company HQ
Canary Wharf, London, UK
Articles
Leadership
Benjamin Fernandes
(CEO)A Tanzanian entrepreneur and former TV Presenter. Benjamin has spent time working in the Financial Services and Digital teams of the Bill & Melinda Gates Foundation. Also attended the Stanford School of Business and the Harvard School of Government.
Diversity, Equity & Inclusion at NALA
- At NALA we value ambition, speed and outcomes but never at the expense of respect. Our global team spans 30+ countries with many ethnicities, beliefs, backgrounds and ways of life. It is this diversity of thought and experience that allows us to drive innovative solutions amidst the competitive world of cross boarder payments.
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