Customer Success & Retention Lead.

Job Summary: We’re looking for an experienced Customer Success & Retention Lead to join our team and focus on nurturing our agent network. In this role, you’ll be instrumental in reducing agent churn, leading retention initiatives, and driving growth in Gross Transaction Value (GTV). With your expertise in customer relations within the fintech or mobile money sector, you’ll provide actionable insights to enhance agent performance and loyalty. If you’re proactive, data-driven, and eager to scale with a fast-growing company, this is your opportunity to lead meaningful change.

Key Duties and Responsibilities:

• Develop and implement strategies to Retain active agents, re-activate the passive effectively while minimizing churn through targeted retention programs.
• Lead retention campaigns, including personalized outreach, training sessions, and incentive programs to keep agents engaged and productive.
• Analyze agent performance data to grow GTV, identifying opportunities for upselling, cross-selling, and operational improvements.
• Generate unique insight reports based on agent behavior, transaction trends, and market feedback to drive sustainable growth in our agent base.
• Collaborate with the sales team to align retention efforts with overall business goals, ensuring seamless agent support and issue resolution.
• Monitor key metrics and provide regular updates to leadership on retention progress and areas for improvement.
• Foster strong relationships with agents, acting as their primary point of contact for support, feedback, and success planning.
  
  Qualifications, Skills and Experience:

• Proven experience (3+ years) in customer success, retention, or relations roles within fintech, mobile money, or similar agent-based industries.
• Strong understanding of agent onboarding, churn analysis, and growth metrics like GTV.
• Excellent analytical skills with the ability to derive actionable insights from data using tools like Excel, Google Analytics, or CRM software.
• Exceptional communication and interpersonal skills to build lasting relationships with agents and internal teams.
• Bachelor’s degree in business, Marketing, Finance, or a related field; relevant certifications (e.g., in customer success) are a plus.
• Self-motivated with a growth mindset, ready to thrive in a startup-like environment.
• Familiarity with Ugandan regulatory bodies like URA and KCCA is advantageous.