Category Manager (Fintech)

Location: Hybrid in Port Harcourt, Nigeria; must reside in Port Harcourt

Company

Financial technology company providing payment, banking, credit, and business management tools for African businesses. The role supports an all-in-one retail and restaurant management platform covering inventory, bookkeeping, and payments.

What you will do

• Own relationships with assigned customers after onboarding and serve as their primary point of contact.
• Drive product adoption, provide guidance and training, and help customers realise value from the platform.
• Monitor customer health signals, identify at-risk accounts, and implement retention strategies to prevent churn.
• Conduct quarterly business reviews, analyse usage data, demonstrate ROI, and create customer success plans.
• Identify upsell and cross-sell opportunities and collaborate with Sales to grow customer revenue.
• Resolve complex technical and operational issues, manage escalations, collect customer feedback, and own renewals.

Requirements

• 3–5 years of experience in customer success, account management, customer support, or client services; SaaS or retail technology experience is preferred.
• Experience managing customer relationships, improving retention, and meeting customer satisfaction targets.
• Strong communication, relationship-building, problem-solving, conflict-resolution, and stakeholder management skills.
• Technical aptitude for learning software products, troubleshooting issues, and demonstrating product features.
• Ability to manage multiple customer accounts, analyse usage data, and translate insights into actionable strategies.
• Must reside in Port Harcourt, Nigeria. Bachelor’s degree in Business, Technology, Communication, or a related field, or equivalent experience.

Culture & Benefits

• People-first culture focused on well-being, inclusion, respect, and open participation.
• Learning and development environment with knowledge sharing, training, and internal technical talks.
• Salary, pension, health insurance, annual bonus, and additional benefits.

Hiring process

• Preliminary phone call with a recruiter.
• Interview with the operations lead.
• Behavioural and technical interview with the business lead.