HEAD OF CUSTOMER SUCCESS

HEAD OF CUSTOMER SUCCESS & CLIENT OPERATIONS

JOB DESCRIPTION
Our client is a financial technology company focused on simplifying cross-border payments for African businesses. The company enables businesses to seamlessly make payments to global suppliers and receive payments from anywhere in the world. By making international transactions more accessible, efficient, and seamless, the company is building the financial infrastructure that helps African businesses operate and compete globally.

Location:
Lagos, Nigeria Employment Type: Full-Time Reports to: Chief Commercial Officer (CCO) Key Interactions/Interfaces: Internal: CEO, COO, CCO, Treasury, Operations, Product/Orbita Team, Compliance. External: HNIs, Large Corporate, Institutional Accounts, Strategic Partners. Job Summary: The Head of Customer Success & Client Operations is responsible for institutionalizing the customer experience for our Client. Unlike traditional support, this role sits at the intersection of relationship management, treasury operations, and platform adoption. The individual acts as the operational backbone behind customer relationships, ensuring that strategic accounts remain deeply engaged with the institution rather than dependent on individual staff members. Core Mandate The primary mandate of this role is to Protect Revenue Through Operational Excellence & Institutional Customer Engagement. This involves building a “High-Touch Institutional Customer Experience” where customers feel personally attended to, while the institution maintains full ownership of the relationship and intelligence.

Key Responsibilities
Customer Experience & Relationship Ownership: Own the end-to-end servicing experience for all strategic and growth accounts. Ensure responsiveness, visibility, and operational confidence remain high while reducing dependency on individual relationship managers through shared servicing models. Customer Success Operations: Lead all operational servicing activities, including onboarding coordination, transaction follow-ups, escalation management, and settlement visibility. Customer Retention & Engagement: Build structured frameworks to maintain top-of-mind awareness and transaction frequency. Develop and execute dormant customer recovery strategies and strategic engagement cadences. CRM & Customer Intelligence: Oversee CRM discipline, ensuring all meaningful customer interactions, lifecycle tracking, and health scoring are documented to ensure the institution owns all customer intelligence. Platform Adoption (Orbita): Lead the gradual operational migration of customers into Orbita. Drive workflow digitization and self-service enablement without disrupting relationship-driven service. Customer Risk Management: Monitor relationship deterioration, dormant account risks, and response speed. Implement early intervention frameworks to mitigate servicing quality decline. Cross-Functional Coordination: Act as the central node between Relationship Management, Treasury, Operations, and Compliance to resolve customer issues rapidly and professionally. Service Governance: Design and enforce customer response SLAs, escalation frameworks, and communication protocols to ensure institutionalized servicing standards. Job Requirements

Experience:
A minimum of 10–12 years of experience in institutional client servicing, transaction banking, or fintech enterprise account management. At least 5 years must be in a leadership role managing complex client operations.

Education:
Bachelor’s degree in business administration, Finance, Economics, or a related field. An MBA or relevant professional certification is preferred. Industry Background: Strong preference for candidates from Corporate/Transaction Banking (e.g., GTBank, Stanbic, Citi), B2B Fintech (e.g., Flutterwave, Paystack, Airwallex), or Treasury/FX firms. Technical Proficiency: Advanced experience with CRM systems, process management tools, and digital platform adoption. Key Competencies & Skills Competencies: Institutional Relationship Management Operational Aggression & Execution Process Design & Governance Crisis & Escalation Management Strategic Change Management Skills & Knowledge Treasury & Payment Operations: Deep understanding of money movement, liquidity pressure, and crossborder payment urgency. High-Touch Servicing: Ability to manage executives, CEOs, and HNIs with professional maturity and discretion. Analytical Thinking: Capability to use customer data and health scoring to drive commercial decisions. Structured Communication: Ability to stabilize high-pressure situations and create clear visibility for stakeholders. Platform Migration: Proven ability to drive customers from manual workflows to digital ecosystems (e.g., Orbita). Success Metrics Customer: Retention rate, dormant account reactivation, and customer satisfaction (CSAT). Operational: SLA compliance, escalation resolution speed, and reduction in operational complaints. Institutional: CRM adoption quality and reduction in "key-man" dependency for top accounts. Platform: Orbita onboarding growth and workflow digitization percentage. Pay: ₦300,000.00
- ₦700,000.00 per month Work

Location:
In person