Customer Success Manager

B2Tech is seeking an experienced and technology-oriented Customer Success Manager to join our Professional Services team. This role requires a unique blend of technical expertise, partner relationship management, project management, and analytical skills to ensure smooth operations and long-term partner success.

WHAT YOU WILL DO:

• Serve as the primary point of contact for partners, managing the entire partner lifecycle, from onboarding to post-release support.
• Build and maintain strong partner relationships, ensuring their business needs align with our solutions.
• Effectively communicate technical concepts to both technical and non-technical stakeholders, acting as a bridge between business and technology teams.
• Oversee multiple partners and projects simultaneously, demonstrating excellent project management and problem-solving skills.
• Proactively monitor product adoption and system usage, identifying opportunities for improvement and delivering training as needed.
• Leverage data-driven insights to provide periodic performance reports (monthly/quarterly/yearly) with key metrics and recommendations.
• Collaborate closely with Product, R&D, Customer Support, and Management teams to ensure continuous partner satisfaction and process optimization.
• Understand and navigate front-end and back-end technologies, ensuring smooth integration of services and effective troubleshooting of issues.
• Manage incident response and escalation processes, ensuring quick resolution and minimal disruption for partners.
  
  

• 3+ years of experience in a technology-oriented environment within a Customer Success, Account Management, or Technical Project Management role.
• Strong understanding of front-end and back-end technologies, enabling seamless communication with technical teams and partners.
• Proven partner-facing experience in a technology services environment, demonstrating the ability to build relationships and manage expectations.
• Fluent in spoken and written English – clear and concise communication is essential.
• Strong analytical and data-driven mindset, with the ability to interpret complex data and provide actionable insights.
• Excellent project management skills, capable of handling multiple partners and initiatives simultaneously.
• Hands-on, problem-solving approach with the ability to act independently and make informed decisions.
• Willingness to travel to Africa (1-2 times per year) as required for partner engagement and business development.
  
  

• Experience working in a SaaS, Online, or Global technology company – preferred.
• Exposure to global tech environments, including development-to-delivery processes – an advantage.
• Additional language skills (French preferred).
• Experience in a PLC environment, understanding compliance and governance requirements.