Regional Lead, Client Implementation

About this role

Moniepoint is hiring a Regional Lead for Client Implementation in Rivers. The role leads a regional team of Implementation Agents responsible for onboarding and enabling customers to use the Moniebook solution, ensuring activation, training, and a smooth handoff to long-term use. The position sits at the intersection of people leadership, operations, and customer success, and works cross-functionally with Sales, Product, and Account Management to deliver scalable, high-quality onboarding. Success is measured by activation rates, time-to-value, retention, and quality of handoffs. The employer describes Moniepoint as Africa’s all-in-one financial platform enabling payments, banking, credit, cross-border, and business management tools for millions of customers each month."

What you would do

• Recruit, onboard, coach, and retain a regional team of Implementation Agents.
• Set and manage performance goals aligned to activation, time-to-value, feature adoption, CSAT, and churn targets.
• Conduct regular 1:1s, team reviews, and performance evaluations; identify skill gaps and create development plans.
• Design scalable onboarding frameworks to handle growing customer volumes while maintaining quality.
• Define onboarding milestones, success metrics, and quality standards across customer segments.
• Identify opportunities to shorten onboarding timelines without sacrificing adoption depth.
• Act as the first escalation point for complex technical issues and onboarding stalls.
• Collaborate with Product, Engineering, and Support to resolve systemic onboarding issues.
• Maintain escalation pathways and SLAs to keep customers informed during resolution.
• Collaborate with Sales, Account Management, and Product to improve handoffs and surface customer pain points.

What they are asking for

• Bachelor's degree in Business, Technology, Operations, or related field (or equivalent experience).
• 4 - 6 years in customer onboarding, customer success, or implementation roles, with 2–3 years in a team lead role.
• Proven record of leading onboarding or CS teams to achieve activation, adoption, and retention targets, ideally in SaaS, retail tech, or fintech.
• Strong people leadership, with ability to motivate and hold a distributed team accountable.
• Excellent analytical skills to interpret health data and performance metrics.
• Strong communication and stakeholder management, capable of presenting to senior leadership and cross-functional teams.
• Customer empathy with a results-driven approach.
• Highly organised with ability to manage multiple priorities and escalations.
• Comfortable in fast-paced, ambiguous environments and capable of providing structure.
• Experience building or scaling onboarding teams in a high-growth tech company is a plus.

Listing details are summarised from the source. Always confirm the role and the employer on the original posting before applying, and never pay to apply for a job.