About the Role
Terminal Africa is a fast-growing software company on a mission to simplify global shipping and logistics for businesses across Africa. We are looking for a driven and commercial Customer Success Specialist to own a portfolio of business customers, ranging from SMEs and online vendors to enterprise shippers and 3PLs, ensuring their long-term health and growth on our platform.
Key Responsibilities- Own the end-to-end relationship, health, and retention for a dedicated portfolio of business accounts.
- Monitor shipment volumes and engagement metrics to proactively identify churn risks and implement early interventions.
- Drive account expansion and revenue growth by identifying upsell opportunities such as international shipping lanes and the Shipping API.
- Act as the primary escalation point for complex operational issues, collaborating closely with internal Tech, Finance, and Operations teams.
- Gather valuable customer feedback for the Product team and mentor junior customer success team members.
- 3 to 5 years of proven experience in customer success, account management, or technical support within B2B SaaS, logistics, e-commerce, or fintech.
- Hands-on expertise using CRM software to track pipelines, workflows, and account health metrics.
- Strong data analytical skills with the ability to interpret shipping and revenue reports.
- Exceptional communication skills, with the ability to explain technical concepts simply to diverse stakeholders.
- Familiarity with African e-commerce landscapes and logistics operations is a strong advantage.
- Competitive salary based on professional experience.
- Direct exposure to leadership and a chance to shape the customer success strategy at Terminal Africa.
- Ample room for career growth, experimentation with automation, and professional development.