Customer Success Manager – Telecom & Fintech

About the role

Optasia is seeking a senior Customer Success Manager to lead and expand strategic relationships with mobile operator partners in Tanzania. The role acts as a trusted advisor to senior commercial leaders, driving the adoption and growth of Optasia’s AI‑powered lending and credit scoring solutions.

Key responsibilities

• Lead the success, retention, and growth of strategic customer accounts, ensuring value realization and long‑term partnership.
• Act as primary point of contact, conducting executive‑level reviews, success planning, and day‑to‑day commercial activities.
• Define and execute customer success strategies aligned with business objectives and contractual commitments.
• Own customer health metrics, SLA outcomes, and proactively manage risks, escalations, and complex issues.
• Identify and drive expansion, renewal, and optimization opportunities in partnership with sales and account teams.
• Collaborate with operations, product, finance, and service teams to ensure high‑quality delivery and continuous improvement.
• Mentor and support Customer Success Managers and Account Managers, providing guidance on strategy and performance.
• Deliver executive‑level reporting, insights, and recommendations on account performance and growth opportunities.
• Lead, develop, and coach a high‑performing team, setting performance expectations and fostering a results‑driven culture.

Required profile

• Minimum 8 years of proven B2B Account Management experience, preferably in Telecoms or Fintech.
• At least 4 years of experience within the telecoms industry.
• Strong understanding of the cultural, political, and regulatory landscape in Tanzania.
• Bachelor’s degree (preferred).
• Experience in Telecoms Customer Value Management, Value‑Added Services, and/or digital financial services solutions.
• Demonstrated success in driving upselling and cross‑selling initiatives within enterprise accounts.