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Posted May 21, 2026
Who We Are
Moniepoint is Africa’s all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer. We are on a mission to create financial happiness for everyone, everywhere. What We Do
At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry. We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure. Curious about what makes Moniepoint an incredible place to work? Check out our stories on**how we cultivate a culture of innovation, teamwork, and growth.
Job Title: Account Manager
Department: Moniebook Reports To: Regional, Account Manager Location: Anambra (Hybrid Model)
Job Purpose
The Account Manager serves as the primary trusted advisor and ongoing point of contact for Moniebook customers post-onboarding. This role is accountable for driving long-term customer satisfaction, retention, and growth by ensuring customers maximise value from the Moniebook solution, achieve their business objectives, and remain engaged, successful partners. Operating as a proactive customer advocate, you will own the customer relationship lifecycle, monitoring signals, conducting regular business reviews, identifying expansion opportunities, resolving issues, and driving feature adoption that deepens product stickiness. Success is measured by customer retention (churn prevention), Net Promoter Score (NPS), expansion revenue (upsell/cross-sell), and customer satisfaction (CSAT) scores.
Customer Relationship Ownership: Serve as the primary point of contact for assigned customer accounts. Build trusted relationships with key stakeholders (business owners, managers, staff) through proactive communication, responsiveness, and genuine commitment to their success. - Proactive Customer Engagement & Support: Regularly check in with customers to assess satisfaction, understand evolving needs, provide guidance on best practices, and address questions or concerns before they escalate. Be the first responder for customer queries and issues, delivering quick, efficient solutions. - Adoption & Value Realization: Drive ongoing adoption of Moniebook features by educating customers on underutilised capabilities, sharing relevant use cases, and providing training refreshers. Monitor usage data to identify adoption gaps and proactively intervene to increase engagement and product stickiness. - Customer Health Monitoring & Risk Management: Track customer health signals, including login frequency, transaction volume, support ticket trends, and feature adoption. Identify at-risk accounts showing signs of disengagement or dissatisfaction, and implement targeted retention strategies to prevent churn. - Quarterly Business Reviews (QBRs): Conduct structured business review sessions with customers to analyse their usage data, showcase ROI and value delivered, align on business goals, surface insights and recommendations, and co-create success plans for the upcoming period. - Revenue Growth & Expansion: Identify upsell and cross-sell opportunities based on customer needs, business growth, and product usage patterns. Collaborate with Sales to introduce additional features, premium tiers, or complementary products that drive incremental revenue and customer value. - Issue Resolution & Escalation Management: Troubleshoot technical issues, configuration challenges, and operational questions. Coordinate with Product, Engineering, and Support teams to resolve complex issues while maintaining transparent communication with customers and managing their expectations throughout. - Customer Advocacy & Voice-of-Customer: Serve as the internal voice of the customer by collecting and synthesising feedback, feature requests, pain points, and competitive insights. Share these with Product and Leadership teams to inform product roadmap decisions and business strategy. - Renewal Management: Own the renewal process for assigned accounts, ensuring contracts are renewed on time with minimal friction. Proactively address renewal concerns, negotiate terms where appropriate, and secure long-term commitments that reflect the value delivered. - Continuous Learning & Product Expertise: Develop and maintain deep expertise in Moniebook's product capabilities, retail industry trends, competitive landscape, and customer success best practices. Participate in team training, product updates, and AM strategy initiatives to continuously elevate your impact. Qualifications
3 - 5 years of experience in customer-facing roles such as customer success, account management, customer support, or client services (SaaS or retail technology experience strongly preferred)
Proven track record of managing customer relationships, driving retention, and achieving customer satisfaction targets
Strong interpersonal and communication skills with ability to build trust, influence stakeholders, and navigate difficult conversations with empathy and professionalism
Excellent problem-solving and conflict-resolution skills, able to diagnose issues, think critically, and deliver practical solutions under pressure
Technical aptitude with ability to quickly learn software products, troubleshoot issues, and effectively demonstrate product features to diverse audiences
Strong organizational skills and ability to manage multiple customer accounts, priorities, and projects concurrently without compromising quality
Data-driven mindset, comfortable analysing customer usage data, identifying trends, and translating insights into actionable strategies
Self-motivated, proactive, and results-oriented with strong sense of ownership and accountability for customer outcomes
Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience)
About You
What Success Looks Like
What we can offer you
Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human. Learning: We have a learning-and-development-focused environment, with an emphasis on knowledge sharing, training, and regular internal technical talks. Compensation: You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits. What to expect in the hiring process
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