Customer Success Manager - SME

About dopay
dopay is transforming payroll and financial inclusion in emerging markets, with Egypt as our first market. We provide digital payroll solutions that empower cash-based employees with secure and accessible financial services. Join our dynamic team dedicated to creating positive impact and financial inclusion for SMEs and their workforce.

Role Overview

As the Customer Success Manager - SME, you will be a key contact for our SME corporate clients, ensuring they experience maximum value from dopay’s platform. You’ll manage onboarding, ongoing support, and account growth for a portfolio of small and medium-sized enterprises, building long-term relationships that enhance client satisfaction, loyalty, and usage. This role is critical to our mission of helping businesses shift to secure, digital payroll solutions and empowering employees to access financial services.

Responsibilities

• Client Onboarding: Guide new SME clients through the onboarding process to ensure a smooth transition to dopay’s platform. Collaborate with Activation Officers and internal teams to set up and train clients on our payroll solution.
• Account Management: Serve as the main point of contact for a portfolio of SME clients, ensuring they have ongoing support to use dopay’s services effectively. Address any questions, resolve issues, and proactively identify areas where clients can gain additional value from our platform.
• Customer Retention & Satisfaction: Develop strong relationships with SME clients, understanding their unique needs and goals. Regularly check in to assess satisfaction, address concerns, and gather feedback to improve our services.
• Growth & Upselling: Identify opportunities to expand dopay’s solutions within your client portfolio, including promoting new features and services that can drive added value for SMEs and their employees.
• Issue Resolution: Work closely with internal teams (Onboarding, Support, Product) to resolve client issues swiftly, ensuring a seamless client experience and proactive communication.
• Data-Driven Insights: Monitor client usage, satisfaction metrics, and churn risk to develop insights that drive engagement strategies. Provide recommendations to improve our product and enhance the overall customer experience for SMEs.

Requirements

• Experience: 2-4 years in a customer success, account management, or similar role, ideally within fintech, SaaS, or a B2B environment. Experience working with SME clients is a plus.
• Communication Skills: Strong written and verbal communication skills with the ability to connect with diverse SME clients and simplify complex topics. Arabic and English proficiency is required.
• Customer-Centric Mindset: A genuine passion for helping clients succeed and a proactive approach to ensuring clients receive value from dopay’s services.
• Analytical Ability: Comfortable with data analysis and tracking performance metrics, with the ability to derive actionable insights from client data.
• Problem-Solving Skills: Ability to anticipate client needs and troubleshoot effectively, addressing issues promptly while coordinating with internal teams to find resolutions.
• Adaptability: A flexible mindset and the ability to work effectively in a fast-paced, growing environment.
• Tech Savvy: Comfortable with CRM software (e.g., HubSpot), Microsoft Office, and other customer success tools. Experience with Slack and collaborative tools is a bonus.
• Microsoft skills: Excellent Microsoft skills are a mandatory, in order to effectively track own portfolio growth and proactively detect issues.

What We Offer

• An opportunity to be part of a mission-driven company committed to financial inclusion.
• Collaborative, inclusive work culture and supportive team environment.
• Competitive compensation and benefits, including opportunities for career growth and development.