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Join Wakandi as a Customer Success Supervisor (CSS)

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Are you a customer-focused leader with a passion for building strong client relationships and driving results? 

 Wakandi Tanzania is seeking a Customer Success Supervisor (CSS) to lead and inspire our customer success operations in Tanzania. In this role, you will be responsible for guiding our customers, partners, and teams to ensure activation, retention, and growth of our services, while delivering exceptional value and world-class customer experiences. 

About Wakandi

Wakandi Group is a digital financing company revolutionising access to formal financial services across Africa. We empower cooperatives and microfinance institutions through innovative digital platforms, ensuring seamless, secure, and transparent savings and loan management.

Role overview

As the Customer Success Supervisor, you’ll be at the forefront of our customer-facing operations in Tanzania. You will oversee onboarding, retention, and account growth initiatives, ensuring SACCOs and other partners derive maximum value from our solutions. Reporting directly to the Operations Manager, you’ll collaborate across departments to drive customer satisfaction, revenue growth, and long-term partnerships. 

Key responsibilities

  • Lead, coach, and monitor the customer success team to deliver excellence across onboarding, activation, and support. 
  • Serve as the primary relationship manager for key accounts, ensuring smooth onboarding and ongoing success. 
  • Track customer usage to drive proactive adoption, engagement, and transactions. 
  • Identify churn risks, develop retention strategies, and ensure customer satisfaction. 
  • Drive renewals of Wakandi Business Accounts (WBA) and upsell value-added services (e.g., Credit, SMS, Insurance). 
  • Conduct customer reviews and performance analysis, presenting insights and reports to leadership. 
  • Collaborate with Sales, Marketing, Product, and Support to elevate customer experience and business growth. 
  • Ensure all KPIs are met, with the ambition of consistently exceeding expectations. 
  • Represent Wakandi with professionalism, integrity, and a commitment to delivering world-class service. 

Who You Are

  • 3+ years’ experience in customer management, supervision, or account management (fintech/financial services experience is a plus). 
  • Bachelor's degree in business, Communications, or a related field (qualifications in Sales/Business Development or technical programs are an advantage).
  • Skilled in CRM systems and reporting tools (HubSpot experience is a plus). 
  • Strong leadership, negotiation, and communication skills. 
  • Fluent in English and Kiswahili, with excellent presentation skills. 
  • Proactive, detail-oriented, and comfortable working in fast-paced, high-pressure environments. 
  • Passionate about customer success and committed to financial inclusion.

Why Join Us?

  • Make a real impact on Africa’s financial inclusion journey
  • Work in a dynamic, innovative, and mission-driven company
  • Enjoy growth opportunities and a supportive environment
  • Competitive compensation and benefits

Interested?

If you're making a significant impact and helping shape the future of financial services in Africa, we'd like to hear from you. Please prepare a 2-3 minute video in English, covering:

  • A brief introduction of yourself.
  • Why do you believe you're fit for this role?
  • Your unique offerings to Wakandi.
  • What is your motivation for wanting to be a part of our team?