Bumpa Expert Lead - Account Management
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Job Overview
Location
Nigeria
Employment Type
Full-time
Work Arrangement
On-site
Sector
Sales & Marketing
Experience Level
Senior (5-8 years)
About the Company
Job Description
Bumpa is seeking a highly strategic and experienced Bumpa Expert Lead (Customer Success Lead) to join our dynamic team. This senior role is pivotal in ensuring the sustained growth, retention, and long-term success of Bumpa’s most valuable e-commerce merchants.
You will lead and develop a dedicated team of Bumpa Experts, fostering an environment of excellence in merchant engagement. Your responsibilities will extend to acting as a strategic business partner to our top-tier merchants, guiding them through every stage of their journey, from initial onboarding and adoption to upsells, renewals, and advocacy.
This position is crucial for shaping our Merchant Success strategy, refining operational processes, mentoring our Account Managers, and collaborating closely with Product, Sales, and Support teams to scale merchant outcomes effectively. Success in this role will be measured by key metrics including merchant growth, retention rates, expansion revenue, and overall merchant health.
To apply for this role, click the Apply button on this page and follow the instructions.
Required Skills
Key Responsibilities
- 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.
- Design, refine, and scale merchant success playbooks for onboarding, adoption, retention, and expansion.
- Use data and insights to prioritize high-impact merchants and guide proactive engagement strategies.
- Improve revenue conversion signals by leveraging product usage, payment volume, and behavioral insights.
- Anticipate churn risks and lead early intervention strategies to protect and grow revenue.
- 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.
- 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.
Qualifications
- 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 & Perks
- 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 go together
- Growth opportunity to same and other roles
How to Apply
This job has expired
Join Our Communities
In the rapidly expanding African e-commerce landscape, Bumpa is seeking a strategic Account Management Lead to drive growth and retention for its premier merchants. This role demands expertise in API integrations, customer lifecycle management, and revenue forecasting. You will be instrumental in shaping merchant success strategies, enhancing operational efficiency, and directly impacting business ROI through strategic client partnerships and team leadership, signifying a key growth phase for the company.
Posted Date
April 15, 2026
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