Salasa is a leader in the logistics and supply chain solutions for e-Commerce merchants. Over the past years Salasa has worked with over 500 brands across 15 categories.

Salasa has a vision "To be a leading eCommerce enabler delivering innovative and value driven solutions through a simplified supply chain.". 

And a mission "To build and shape the future of eCommerce in the region by providing innovative and sustainable end to end products and solutions.”​

We operate with four core values:

• Innovation.
• Customer-centricity.
• Scalability.
• Integrity.

Salasa has two sets of offerings:

A. Offline:

1. Mega fulfillment centers: large-scale facilities to receive stocks of our clients, store them, prepare orders and dispatch them.
2. Darstores: small warehouses distrubuted across main cities to do on-demand delivery and two-hour delivery.
3. Last mile delivery: through our own subsidiary or aggregator option.
4. Bonded-zones (new): custom-free areas where merchants can store their products withouth the need for licenses and registrations.
5. Cross-border (new): enabling merchants from anywhere in the world to ship to anywhere in the world.

B. Online: Salasa One (order management system) with integrations with online web stores such as Zed, Salla and Shopify and with warehouse management systems and transport management system. This is the one-stop-shop for our clients to manage their processes and supply chain end-to-end.

The Customer Success Manager (CSM) is responsible for driving customer loyalty, retention, and strategic growth across the entire client portfolio, which includes both large B2B partners and high-volume B2C consumers. This role serves as the central point for managing the post-sales relationship, ensuring all customer segments derive maximum value from our logistics and fulfillment services, and translating customer feedback into continuous operational improvements

 

Key Responsibilities

Strategic Account Management (B2B): Develop and maintain strong, long-lasting relationships with a portfolio of key B2B accounts, conducting regular Quarterly Business Reviews (QBRs) to align on strategy and growth opportunities.

 

Mass Customer Retention (B2C): Oversee and implement strategies focused on maximizing customer lifetime value (LTV) and improving Net Promoter Score (NPS) and CSAT across the large B2C consumer base.

 

Systemic Issue Resolution: Monitor customer feedback and data (from both B2B error reports and B2C satisfaction scores) to identify and prioritize systemic operational or product flaws.

 

Cross-Functional Advocacy: Collaborate closely with the Product, Engineering, and Operations teams, acting as the internal voice of the customer to ensure that business decisions prioritize client value and reduce pain points.

 

Client Education & Communication: Manage and implement initiatives for client awareness and education regarding service features, platform usage, shipping status updates, and proactive communication during service exceptions.

 

Commercial Growth: Identify and drive opportunities for upselling or cross-selling new services within both the B2B contracts (e.g., expansion into new services) and the B2C segment (e.g., premium service adoption).

 

Contract Management: Oversee and negotiate contract renewals for B2B accounts, focusing on sustaining strong profitability and maximizing client retention.

 

Reporting & Analytics: Prepare and present comprehensive reports to executive management detailing customer health, churn metrics, and strategic recommendations for improving the overall customer experience across all segments.

 

 

Qualifications and Skills

• Must have 6+ of relevant leadership experience in Customer Success or Key Account Management (covering both B2B and high-volume B2C environments), possess a Bachelor's or Master's degree in a related field, and demonstrate high skills in problem solving, empathy, responsiveness, and communication.