Customer Success Officer

About the role

Melanin Kapital Neobank is seeking a Customer Success Officer to manage a portfolio of SME entrepreneurs across Africa. You will act as the primary relationship manager, ensuring clients stay engaged, supported, and connected to the full suite of Melanin Kapital services.

Key responsibilities

• Conduct bi‑weekly to monthly check‑in calls with entrepreneurs to understand business and financing needs.
• Monitor financial and impact performance indicators, document progress, and follow up on loan repayments.
• Identify and promote cross‑selling opportunities for Melanin Kapital products such as wallets, carbon credit programs, APIs, and other financial services.
• Inform entrepreneurs about relevant grants, incubation programs, accelerators, and partner initiatives.
• Manage communications within WhatsApp communities, sharing updates, educational content, and partner opportunities.
• Support Credit Officers by gathering client information for loan top‑ups, renewals, or additional financing assessments.
• Assist entrepreneurs in completing and strengthening their digital business profiles to become loan‑eligible.
• Guide clients through digital credit‑readiness programs and connect them with technical assistance partners.

Required profile

• Strong relationship‑building skills with a focus on SME entrepreneurs.
• Ability to monitor and interpret financial and impact metrics.
• Proactive attitude toward cross‑selling and partnership development.
• Excellent communication skills, both written and verbal.

Required skills

What we offer

• Opportunity to work in a fast‑growing fintech focused on green and inclusive finance.
• Collaboration with credit, impact, and ecosystem partners.
• Professional development in SME financing and sustainability.