Overview
Customer Success Officer Jobs in Nairobi County, Kenya at Melanin Kapital Neobank
Title: Customer Success Officer
Company: Melanin Kapital Neobank
Location: Nairobi County, Kenya
About Melanin Kapital
Melanin Kapital Neobank is a fintech driving access to finance for small and medium enterprises (SMEs) that power Africa’s green and inclusive growth. We combine digital tools, credit analytics, and sustainability-linked financing to make funding faster, fairer, and more impactful for African entrepreneurs.
We are building a portfolio that connects financial inclusion with climate action. Our credit team sits at the heart of this mission, ensuring every facility is sound, compliant, and impactful. As Melanin Kapital scales its portfolio of green and inclusive SMEs across Africa, we’re looking for a Customer Success Officer to join our Credit Team.
The role in a nutshell
You'll be the primary relationship manager for a portfolio of entrepreneurs, ensuring they remain engaged, supported, and connected to the full Melanin Kapital ecosystem. Your role extends beyond customer support—you will proactively monitor client performance, encourage repayment discipline, introduce relevant financial and non-financial products, and connect entrepreneurs with funding, incubation, and partnership opportunities.
You'll also support businesses that are not yet loan-ready by guiding them through our digital platform, helping them strengthen their profiles, and preparing them to successfully access financing.
This is a hands-on role reporting to the Regional Credit Manager. You'll work closely with the Credit Team, Impact Team, and external ecosystem partners to ensure every entrepreneur receives the guidance they need to succeed.
Your Day-to-Day
Portfolio Relationship Management
- Conduct bi-weekly to monthly check-in calls with entrepreneurs in your portfolio.
- Build strong relationships and ensure clients' business and financing needs are being addressed.
- Monitor financial and impact performance indicators and document client progress.
- Follow up on loan repayments and payment schedules while maintaining positive customer relationships.
- Identify opportunities to cross-sell Melanin Kapital products and partner solutions, including wallets, carbon credit programs, APIs, and other financial services.
- Inform entrepreneurs about grants, incubation programs, accelerator opportunities, and partner initiatives relevant to their businesses.
- Manage customer communication within WhatsApp communities by sharing company updates, events, educational content, and partner opportunities.
- Support Credit Officers by gathering client information required for loan top-ups, renewals, or additional financing assessments.
Customer Success & Credit Readiness
- Support entrepreneurs in completing and strengthening their Melanin Kapital business profiles.
- Guide customers through missing documentation or requirements needed to become loan eligible.
- Help clients progress through Kapital Fit and other digital credit-readiness programs.
- Connect entrepreneurs with incubation, acceleration, and technical assistance partners.
- Clearly explain loan decisions and provide constructive guidance following loan rejections.
- Encourage continued engagement with Melanin Kapital until businesses become credit-ready.
You're a Great Fit If You
- Have 2+ years of experience in customer relationship management, customer success, banking, microfinance, SME support, or business development.
- Enjoy building long-term relationships with entrepreneurs.
- Are an excellent communicator with strong listening and interpersonal skills.
- Can confidently explain financial products and processes to small business owners.
- Are highly organized and able to manage a portfolio of clients simultaneously.
- Are comfortable using CRMs, digital platforms, WhatsApp Business, and customer management tools.
- Are proactive, empathetic, and solutions-oriented.
- Have an interest in entrepreneurship, sustainable finance, climate action, and SME development.
Performance Indicators
Success in this role will be measured through:
- Customer retention rate
- Customer satisfaction and quality ratings
- Loan repayment performance within the assigned portfolio
- Customer engagement and platform activity
- Profile completion and credit-readiness progression
- Cross-selling and customer adoption of Melanin Kapital products and partner solutions
Language Requirements
We are recruiting two Customer Care Officers:
- Customer Care Officer (English) – Fluency in English is required.
- Customer Care Officer (French) – Fluency in both French and English is required.
Why Join Us
At Melanin Kapital Neobank, you'll work with a mission-driven team using finance as a tool for environmental and social change. We move fast, think boldly, and value people who take ownership and grow with the business.
This role offers the opportunity to directly support Africa's entrepreneurs while gaining hands-on experience in customer success, SME finance, sustainable finance, and impact investing. Every interaction you have helps businesses become stronger, more resilient, and better positioned to access the capital they need to grow.