Category Manager

About the role

The Category Manager will be the primary trusted advisor for Moniebook customers after onboarding, ensuring they derive maximum value from the platform, achieve business goals, and stay engaged long‑term.

Key responsibilities

• Own the customer relationship lifecycle, serving as the main point of contact for assigned accounts and building trusted relationships with business owners and staff.
• Proactively engage customers through regular check‑ins, business reviews, and training to drive feature adoption and address issues before they escalate.
• Monitor customer health signals such as login frequency, transaction volume and support tickets, and implement retention strategies to prevent churn.
• Identify and pursue upsell and cross‑sell opportunities, collaborating with Sales to introduce premium features or complementary products.
• Lead renewal processes, negotiate terms where appropriate, and ensure contracts are renewed on time.
• Collect and synthesize customer feedback, sharing insights with Product and Leadership to influence roadmap decisions.

Required profile

• 3‑5 years of experience in customer‑facing roles such as customer success, account management or client services, preferably in SaaS or retail technology.
• Proven track record of managing relationships, driving retention and meeting satisfaction targets.
• Strong communication, problem‑solving and conflict‑resolution abilities.
• Data‑driven mindset with comfort analysing usage data to inform strategies.
• Bachelor’s degree in Business, Technology, Communication or related field, or equivalent experience.