Customer Success

4 days ago

Lagos Nigeria Scalein Full time ₦9,940,000 - ₦14,920,000 per year

Job Duties: • Serve as the primary post -sales point of contact for assigned customer accounts, developing deep, trust -based relationships with key decision -makers and stakeholders. • Proactively engage customers to understand their business objectives and ensure the solution continues to meet evolving needs. • Drive customer renewals by demonstrating measurable ROI, identifying expansion opportunities, and mitigating risks of churn. • Conduct periodic business reviews (QBRs/MBRs) to communicate product value, usage trends, and improvement recommendations. • Develop and execute tailored customer success plans to guide adoption, satisfaction, and long -term value realization. • Collaborate closely with the Product Success team to ensure seamless onboarding, training, and resolution of product -related issues. • Partner with Product Management to share customer insights and feedback that inform roadmap prioritization and feature improvements. • Identify and champion customer advocates for case studies, testimonials, or reference programs. • Monitor customer health metrics, usage data, and engagement patterns to proactively identify risks and opportunities. • Use analytics and reporting tools to deliver actionable insights on product adoption, satisfaction, and retention performance. • Develop strategies to increase product stickiness and drive cross -sell or upsell initiatives in collaboration with the Sales team. • Act as the voice of the customer internally, ensuring customer perspectives influence decision -making across teams. • Coordinate with Marketing, Sales, and Product Success to ensure a consistent and delightful customer experience. • Support customer communication around product updates, releases, and new features, ensuring clear understanding and adoption.Requirements   • Bachelor's degree in Business, Communications, Information Systems, or a related field. • 6–10 years of experience in Customer Success, Account Management, or Client Relationship roles within a SaaS or technology company. • Proven ability to manage enterprise or mid -market customer accounts, driving retention, satisfaction, and expansion. • Strong understanding of SaaS metrics (NRR, GRR, churn, health scores) and experience using CRM or CSM platforms (e.g., HubSpot, Gainsight, Totango, Salesforce). • Excellent communication, problem -solving, and presentation skills with the ability to influence at multiple organizational levels. • Demonstrated success in building and executing customer success strategies that deliver measurable impact. • Strong analytical mindset and comfort interpreting data to drive decisions. • Experience collaborating with technical teams to translate customer needs into product outcomes.

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