Customer Success Manager -Digital Marketplace

Role Overview

Customer Success Manager - Digital Marketplace at AD Ports Group. The role leads marketplace growth by acquiring and supporting buyers across Africa and MENA, ensuring trust, satisfaction, and long-term adoption.

Role Purpose

Own customer lifecycle management, escalations, and localized engagement strategies to drive buyer acquisition, activation, and retention across African and MENA markets on the digital marketplace platform.

Key Responsibilities

Onboarding & Relationship Management

• Lead onboarding and relationship management for B2B buyers and partners.
• Establish playbooks and frameworks for onboarding and engagement.
• Deliver verified buyer onboarding across MENA and Africa with a target of ≥100 per country in 3 months.

Go-to-Market Strategy

• Define and execute go-to-market and marketing strategies in target markets.
• Set customer trust as a visible leadership priority across the organization.
• Build trusted customer base in launch markets.

Team Leadership

• Build, train, and manage localized customer success teams.
• Lead distributed teams across multiple geographies.

Customer Satisfaction & Support

• Own customer satisfaction, escalations, and trust-building mechanisms.
• Achieve first support response time target of ≤12 hours.
• Achieve issue resolution time target of ≤24 hours.
• Establish activation rate target of ≥40% from onboarded to inquiry.
• Achieve buyer trust score/NPS target of ≥+40.
• Achieve reordering rate target of ≥30% within 30 days.

Product & Process Improvement

• Provide structured feedback loops into Product and Tech for continuous improvement.

Qualifications & Experience

• Bachelor degree in a related field.
• Minimum 8 years of experience in customer success, sales, or account management in digital platforms or logistics.
• Strong background in emerging markets, especially Africa and MENA.
• Proven success in building scalable onboarding and support models.

Skills & Competencies

• English (mandatory) and Arabic.
• Market foresight and cultural fluency.
• Customer insight-driven thinking.
• Clear orientation to adoption, retention, and customer satisfaction.
• Strong communicator and trust-builder.
• Empathetic leader.
• Resilient and adaptable to fast-changing environments.
• CRM tools proficiency.