Senior Customer Success Manager, Fintech at Optasia

• We are seeking a highly experienced and commercially minded professional with deep telecoms expertise and strong fintech acumen to lead and expand strategic relationships with our mobile operator partners. As a Senior Customer Success Manager, you will act as a trusted advisor to the Senior VP Commercial, at both operational and executive levels, owning the success, growth, and long-term value of your designated account(s). You will represent Optasia's full portfolio of AI-powered lending and credit scoring solutions, drive cross-selling and expansion opportunities, and ensure consistent delivery of business outcomes aligned with our partners' fintech and telecom strategies.

What You Will Do

• Lead the success, retention, and growth of a portfolio of strategic customer accounts, with accountability for customer outcomes, value realization, and long-term partnerships.
• Act as a trusted senior advisor to customer stakeholders as primary point of contact executing day-to-day commercial activities, including executive-level contacts, leading strategic reviews and success planning.
• Define and drive customer success strategies aligned to customer business objectives, contractual commitments, and organizational goals.
• Own customer health, performance metrics, and SLA outcomes; proactively manage risks, escalations, and complex issues to resolution.
• Identify and drive expansion, renewal, and optimization opportunities, partnering closely with sales, account management, and leadership teams.
• Support cross-functional collaboration across 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 account strategy, performance management, and best practices.
• Deliver executive-level reporting, insights, and recommendations on account performance, risks, and growth opportunities.
• Contribute to customer success strategy, process design, and service model evolution to improve retention, customer satisfaction, and revenue outcomes.

Leadership

• Lead, develop, and mentor a high-performing team of Account Managers and Customer Success Managers, setting clear performance expectations and standards.
• Act as a point of escalation and guidance for complex customer, commercial, and delivery challenges, ensuring timely and effective resolution.
• Drive knowledge sharing, best practices, and consistent ways of working across the team to strengthen execution quality and scalability.
• Provide regular coaching, feedback, and performance reviews, supporting professional development and readiness for increased responsibility.
• Foster a collaborative, accountable, and results-driven team culture aligned with Optasia's commercial and customer success objectives

What You Will Bring
Essential Qualifications & Experience:

• Minimum 8 years of proven experience in B2B Account Management, preferably within the Telecoms or Fintech industry.
• Minimum 4yrs Telecoms industry experience
• Strong understanding of the cultural, political, and regulatory landscape in the assigned market(s).
• Bachelor's degree

Preferred

• Experience in Telecoms Customer Value Management (CVM), Value-Added Services (VAS), and/or fintech and digital financial services solutions.
• Proven success in driving upselling and cross-selling initiatives within enterprise accounts.