Customer Success Specialist

About the Role

Terminal Africa is a fast-growing software company on a mission to simplify global shipping and logistics for businesses across Africa. We are looking for a driven and commercial Customer Success Specialist to own a portfolio of business customers, ranging from SMEs and online vendors to enterprise shippers and 3PLs, ensuring their long-term health and growth on our platform.

• Own the end-to-end relationship, health, and retention for a dedicated portfolio of business accounts.
• Monitor shipment volumes and engagement metrics to proactively identify churn risks and implement early interventions.
• Drive account expansion and revenue growth by identifying upsell opportunities such as international shipping lanes and the Shipping API.
• Act as the primary escalation point for complex operational issues, collaborating closely with internal Tech, Finance, and Operations teams.
• Gather valuable customer feedback for the Product team and mentor junior customer success team members.

• 3 to 5 years of proven experience in customer success, account management, or technical support within B2B SaaS, logistics, e-commerce, or fintech.
• Hands-on expertise using CRM software to track pipelines, workflows, and account health metrics.
• Strong data analytical skills with the ability to interpret shipping and revenue reports.
• Exceptional communication skills, with the ability to explain technical concepts simply to diverse stakeholders.
• Familiarity with African e-commerce landscapes and logistics operations is a strong advantage.

• Competitive salary based on professional experience.
• Direct exposure to leadership and a chance to shape the customer success strategy at Terminal Africa.
• Ample room for career growth, experimentation with automation, and professional development.

Skills