Specialist - Customer Success is

We at MTN are a purpose and value-led organization. At MTN, we believe that understanding our people's needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y'ello Family is heard, understood and empowered to live an inspired life.  

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA. 

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us 

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

Live Y'ello 

• Lead with Care 

• Can-do with Integrity 

• Collaborate with Agility 

• Serve with Respect

• Act with Inclusion 

MTN is entering a new phase in its lifecycle. With the launch of its new strategy, Ambition 2025, the business is furthering its evolution from "telco", to "tech-co." The sharp focus on operational and commercial excellence has become increasing critical for success during this evolution. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The Senior Manager must therefore ensure the success in her/his role in context of:

• Rapidly changing ICT environment

• The geographic complexity of MTN's footprint across Africa and the Middle East

• Driving growth through business intelligence and standardization to maximize business impact

• Management of customer and supplier expectations 

• Enhance MTN position as a leading network and system provider

• Constant dynamics and local challenges in the economic, regulatory, and legal environments

• Lead onboarding sessions, product walkthroughs, and API integration support tailored to each customer's needs.
• Conduct periodic business reviews and health checks to ensure customers are on track to meet their goals.
• Build and deliver usage reports, insights, and recommendations that demonstrate business impact.
• Collaborate with technical teams to support API implementation, resolve technical queries, and improve time-to-value.
• Create and maintain customer success documentation, playbooks, and support materials.
• Develop strategies to increase customer engagement and API consumption, identify opportunities for scaled Customer Value by delivering incremental Chenosis Platform capabilities
• Handle escalations with empathy and urgency, ensuring timely resolution and customer satisfaction.
• Act as a voice of the customer within Chenosis, sharing learnings with product and marketing teams.

Education:

• 3 year Bachelor's degree in Business Administration, Communications, Computer Science, or a related field.
• Certification in Customer Success (e.g., Success HACKER, Success Coaching CCSM) is a plus.

• Postgraduate advantageous

Experience:

• 3–5 years of experience in Customer Success, Account Management, or Client Services, preferably in a B2B, SaaS, or API-driven environment.

• A passion for Customer Value – a commitment to delivering tangible value to others

• A track record of managing customer relationships, driving product adoption, and increasing retention.
• Strong analytical skills and the ability to interpret API usage data and customer behaviour.
• Excellent communication and interpersonal skills and capable of building trust with both technical and non-technical stakeholders.
• Comfortable managing a customer portfolio with varying levels of complexity and scale.
• Experience working with CRM and customer success platforms (e.g., HubSpot, Salesforce, Gainsight).
• Ability to manage competing priorities, multitask, and work effectively under pressure.
• Ability to travel as needed.
• Knowledge of customer success methodologies and lifecycle frameworks (e.g., Success Plans, QBRs).
• Experience with enterprise-level customer accounts and complex API integrations.

• Ability to thrive in a fast-paced, agile startup environment.

  Competencies:

• Culturally agile – Ability to work across multiple African regions with sensitivity to language, business customs, and market maturity.
• Self-starter – Comfortable working independently in a fast-paced, remote-friendly SaaS environment.
• Strong communicator – Able to align diverse stakeholders and translate complex ideas into clear business value.
• Customer-centric mindset – Always thinking in terms of buyer needs, behaviors, and pain points.
• Collaborative team player – Enjoys cross-functional teamwork and shared ownership of goals.
• Adaptable & agile – Thrives on feedback, iteration, and change in a scale-up environment.