Customer Success Manager

B2Tech is seeking an experienced and technology-oriented Customer Success Manager to join our Professional Services team. This role requires a unique blend of technical expertise, partner relationship management, project management, and analytical skills to ensure smooth operations and long-term partner success.WHAT YOU WILL DO: Serve as the primary point of contact for partners, managing the entire partner lifecycle, from onboarding to post-release support. Build and maintain strong partner relationships, ensuring their business needs align with our solutions. Effectively communicate technical concepts to both technical and non-technical stakeholders, acting as a bridge between business and technology teams. Oversee multiple partners and projects simultaneously, demonstrating excellent project management and problem-solving skills. Proactively monitor product adoption and system usage, identifying opportunities for improvement and delivering training as needed. Leverage data-driven insights to provide periodic performance reports (monthly/quarterly/yearly) with key metrics and recommendations. Collaborate closely with Product, R&D, Customer Support, and Management teams to ensure continuous partner satisfaction and process optimization. Understand and navigate front-end and back-end technologies, ensuring smooth integration of services and effective troubleshooting of issues. Manage incident response and escalation processes, ensuring quick resolution and minimal disruption for partners.WHAT YOU WILL NEED: 3+ years of experience in a technology-oriented environment within a Customer Success, Account Management, or Technical Project Management role. Strong understanding of front-end and back-end technologies, enabling seamless communication with technical teams and partners. Proven partner-facing experience in a technology services environment, demonstrating the ability to build relationships and manage expectations. Fluent in spoken and written English – clear and concise communication is essential. Strong analytical and data-driven mindset, with the ability to interpret complex data and provide actionable insights. Excellent project management skills, capable of handling multiple partners and initiatives simultaneously. Hands-on, problem-solving approach with the ability to act independently and make informed decisions. Willingness to travel to Africa (1-2 times per year) as required for partner engagement and business development.DESIRED QUALIFICATIONS: Experience working in a SaaS, Online, or Global technology company – preferred. Exposure to global tech environments, including development-to-delivery processes – an advantage. Additional language skills (French preferred). Experience in a PLC environment, understanding compliance and governance requirements.