Senior Client Success Manager

Senior Client Success Manager

Ozow is a leading fintech company that's redefining digital payments in South Africa and beyond. We're dedicated to making payments more accessible, secure, and convenient for both businesses and consumers. As a fast-growing player in the financial technology sector, Ozow fosters a culture of innovation, diversity, and inclusivity. We believe in pushing the boundaries of what's possible and are committed to making a positive impact on the world through our payment solutions.

Ozow is seeking a dynamic and strategic Senior Client Success Manager to join our commercial team. This pivotal role leads and oversees all activities of the Client Success function, expanding and maintaining relationships with strategically important and high-value clients. The Head of Client Success is accountable for formulating and executing merchant retention, protection, and growth strategies - leveraging relationships, data, and insights to drive measurable impact.

As a key member of the commercial leadership team, you will develop and strengthen relationships at an executive level, engaging in strategic discussions with merchant leaders around payment innovation and business growth. Assigned to Ozow's highest-value customers, you will be directly responsible for achieving strategic account targets and sales objectives both individually and for the department, ensuring long-term client success and revenue expansion.

The Head of Client Success will also play a critical role in analyzing the competitive landscape, anticipating market shifts, and identifying pathways to growth and expansion. You will coordinate and inspire a high-performing team of independent, commercially driven thinkers - guiding them to meet and exceed objectives while building trusted, collaborative partnerships with clients.

Representing the full spectrum of Ozow's products and services, you will lead strategic account planning to ensure client needs and expectations are not only met but exceeded. Ultimately, the Head of Client Success will champion Ozow in high-profile accounts and driving strategic initiatives that enhance both client and company success.

Your Role and Responsibilities

• Develop and execute a client success strategy that drives sustainable growth, retention, and profitability across Ozow's key merchant accounts.
• Build long-term, senior-level relationships with strategic customers, acting as a trusted advisor on payment innovation and digital transformation.
• Lead account planning and ensure alignment with Ozow's commercial objectives, ensuring clients fully leverage our ecosystem of payment solutions.
• Identify and pursue cross-sell and upsell opportunities through a deep understanding of client business models, needs, and growth priorities.

Portfolio & Performance Management

• Own the performance of Ozow's key client portfolio - setting growth targets, tracking results, and implementing strategies to achieve and exceed objectives.
• Drive commercial outcomes through data-driven decision making, performance insights, and continuous improvement.
• Leverage portfolio scale to identify synergies, share best practices, and accelerate expansion across strategic verticals.

Relationship Excellence

• Serve as the executive point of contact for senior stakeholders within key merchant partners.
• Lead strategic discussions around payment strategy, customer experience, and digital innovation to position Ozow as an indispensable business partner.
• Ensure a proactive, relational approach to client engagement, anticipating business challenges and offering forward-thinking solutions.

Cross-Functional Collaboration

• Partner closely with Product, Marketing, and Support teams to align on strategic objectives, go-to-market initiatives, and customer experience goals.
• Ensure cohesive execution across Ozow's internal teams to deliver on customer expectations and maximize account value.
• Act as the internal voice of the customer, ensuring feedback and insights are translated into business and product innovation.

Team Leadership

• Lead, coach, and inspire the Client Success team to deliver excellence in relationship management and commercial performance.
• Foster a high-performance culture that values collaboration, accountability, and continuous learning.
• Empower team members with the tools, guidance, and autonomy to succeed and exceed expectations.

You Are An Ideal Candidate If You Have

• 6 – 10 years' work experience in client success, account management and/or business development, ideally within fintech, payments or digital commerce. Proven experience building and managing executive-level relationships with enterprise clients.
• Strong track record of driving revenue growth through retention, expansion, and strategic partnership development.
• Deep commercial understanding of payment ecosystems, digital business models, and emerging fintech trends.
• Excellent strategic, analytical, and financial acumen with the ability to derive insight from data to inform decisions.
• Outstanding communication, negotiation, and presentation skills with comfort engaging at C-suite level.
• Demonstrated ability to lead, motivate, and develop high-performing teams in a fast-paced environment.
• Proficiency in MS Word, PowerPoint, and Excel for creating high-quality client and management reports.
• A self-starter with strong interpersonal influence, organizational excellence, and a collaborative mindset.

Join Ozow and become part of an elite force that challenges the ordinary and achieves the extraordinary. If you're driven to make an impact, embrace challenges, and seek unparalleled opportunities for growth, your journey starts here.