Overview Role Overview: We’re looking for a Customer Success Manager (CSM) who will be responsible for supporting and managing our relationships with Moment’s clients, by ensuring that they successfully adopt and derive value from our products. This is a hands-on, mid-level role that combines customer support, technical problem-solving, and account management. You will work closely with customers to resolve operational issues, drive adoption of our products, and proactively manage customer health to ensure long-term retention. You will also collaborate closely with engineering, product, partnership, and commercial teams to ensure our customers enjoy the seamless payment experience Moment strives for, and that customer learnings are continuously fed back to and acted upon by internal teams. About Moment: Africa is at the cusp of an economic revolution. 1.5 billion people are embracing electronic payments, mobile everything, and racing towards a digital transformation that will change the world for the next two decades. While Internet- and banking-penetration have come late to Africa, a youth-driven tidal wave of change is hitting the continent, and global businesses and local champions are in a race to unlock its potential. In partnership with Multichoice, the largest entertainment platform on the African continent, we are building a payment platform as ambitious as the customers we serve. This is truly the Moment for Africa. Our Culture: At Moment, we believe building the future is a team sport; partnership and collaboration lie at the core of everything we do. We take pride in working hard and strive to be world class every day, without forgetting to have a little fun along the way. We’re straight-talkers who prioritize speed of execution over perfection. We’re ok with uncertainty and don’t let it get in the way of making smart decisions quickly. We like to get things done. We value diversity of thought, culture, and background and strive to build a business and work environment as vibrant as the continent we serve. Changing the lives and unlocking the ambitions of a continent isn’t for the faint of heart - but with a passion for people and a desire to make a lasting impact, we believe we can build an enormous business that also delivers good in the world. Job Requirements: 7+ years of prior experience in Tech Support, Payment Ops, Customer Success, or a similar role. Strong understanding of payments concepts such as transaction flows, settlements, reconciliation, and payment methods, particularly in the African payments context. Proven ability to manage complex customer relationships and operational issues. Familiarity with support tools like Freshdesk/Zendesk (or similar ticketing/CRM systems). High attention to detail and strong problem-solving skills. Job Responsibilities: Customer Support & Escalations Act as the first escalation point for complex support issues related to payments, integrations, settlements, and transaction processing. Work closely with product and engineering teams to troubleshoot issues affecting merchants. Ensure timely resolution of issues while maintaining clear communication with customers. Track and plan improvements to key support metrics e.g. Time-To-Resolution, SLA adherence Customer Relationship Management Own relationships with a portfolio of merchants post-go-live. Act as the primary point of contact for merchants’ operational and product-related matters. Conduct regular check-ins and operational reviews with key customers. Customer Retention & Growth Monitor merchant health using transaction volume, usage trends, and support signals. Identify risks to customer retention and proactively resolve them. Customer Insights & Product Feedback Capture and communicate customer feedback on product features, integrations, and payment flows. Identify recurring operational or product issues and work with product and engineering teams to address them. Help shape improvements to onboarding, documentation, and merchant experience. Benefits Equity-based incentives Comprehensive health, dental, and vision benefits for you and your family Opportunities for career advancement and professional development Dynamic and collaborative work environment with passionate team members #J-18808-Ljbffr