Expires 2 days from now
Bumpa Expert Lead - Customer Success
Account Management
full-time
| Senior
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Job Summary
The Bumper Expert Lead (Customer Success Lead) is a senior, strategic role responsible for driving growth, retention, and long-term success of Bumpa’s top e-commerce merchants, while leading and developing a team of Bumpa Experts. This role goes beyond overseeing relationships with high-impact accounts to combining merchant strategy, people leadership, and operational excellence. You will set the standard for engaging high-value merchants, act as a strategic business partner to top merchants, and lead execution across merchant success motions, from onboarding and adoption through to upsell, renewal, and advocacy. You will also play a critical role in shaping the Merchant Success strategy, improving processes, mentoring Bumper experts (Account Managers), and partnering cross-functionally with Product, Sales, and Support to scale merchant outcomes Success will be measured by merchant growth, retention, expansion revenue, and overall merchant health.
Job Details
Merchant Growth & Revenue Leadership
- Own growth, retention, and expansion outcomes across a portfolio of high-value Growth, Scale, and Premium merchants.
- Act as a strategic advisor by deeply understanding merchant business models, Sales channels, revenue drivers, and the industry.
- Lead Weekly Account reviews (WARs), growth planning sessions, and performance analysis for key merchants.
- Identify and execute upsell, cross-sell, and upgrade opportunities aligned with merchant goals.
Merchant Success Strategy & Execution
- Design, refine, and scale merchant success playbooks for onboarding, adoption, retention, and expansion.
- Use data and insights to prioritise high-impact merchants and guide proactive engagement strategies.
- Improve revenue conversion signals by leveraging product usage, payment volume, and behavioural insights.
- Anticipate churn risks and lead early intervention strategies to protect and grow revenue.
Leadership & Cross-Functional Influence
- Mentor and lead Bumpa Experts, sharing best practices to consistently deliver exceptional merchant outcomes.
- Set performance expectations, track KPIs, and support direct reports' career development.
- Collaborate closely with Product, Support, Marketing, and Sales to improve merchant experience and outcomes.
- Act as the merchant's internal voice, escalating insights, feedback, and product needs with clarity and influence.
- Support campaigns, webinars, feature launches, and merchant education initiatives.
Operational Excellence
- Own account forecasting, reporting, and merchant health metrics across assigned segments.
- Ensure CRM data accuracy and produce actionable reporting on merchant performance and revenue trends.
- Lead or contribute to strategic initiatives assigned by the Head of Merchant Success.
Requirements
- Bachelor’s degree in a relevant field.
- 4–6 years of experience in Customer Success, Account Management, or Merchant Growth roles within B2B/SaaS.
- Proven track record of driving revenue expansion, retention, and customer health.
- Strong business acumen with the ability to connect product usage to merchant outcomes
- Comfortable operating at both strategic and execution levels.
- Excellent communication skills, able to influence merchants and internal stakeholders.
- Experience mentoring or leading peers (formally or informally).
- Strong analytical mindset; confident using data to guide decisions.
- Experience with CRM tools, Freshdesk, Slack, and Google Workspace is a plus
- Entrepreneurial, proactive, and excited about building scalable systems in a fast-growing company.
Benefits
- Competitive salary
- Paid annual leave
- Full extended medical benefits
- A supportive and collaborative internal culture
- Diverse, smart, and talented co-workers
- A collaborative, fun work environment where laughing and learning to go together
- Growth opportunity to same and other roles
About Company
Bumpa
Bumpa is redefining commerce in Africa by building the infrastructure that is powering digitalcommerce on the continent for small business owners (SBOs).