Customer Success Manager.

About the Role

We are seeking a relationship-driven Customer Success Manager to ensure our clients achieve their desired outcomes while using our products and services. You will serve as the primary point of contact for assigned accounts, guiding customers through onboarding, adoption, and ongoing engagement to maximise value and drive long-term retention.

As a Customer Success Manager, you will proactively monitor customer health, identify at-risk accounts, and develop strategies to increase satisfaction, reduce churn, and uncover expansion opportunities. You will work closely with sales, product, and support teams to ensure a seamless customer experience.

The ideal candidate is a natural relationship builder with strong communication skills, a consultative approach, and a passion for helping customers succeed. Experience in a SaaS, fintech, or technology environment within Nigeria is highly valued.

Responsibilities

• Manage a portfolio of customer accounts, serving as the primary point of contact and trusted advisor.
• Lead the customer onboarding process, ensuring smooth implementation and fast time-to-value.
• Develop and execute customer success plans tailored to each account s goals and needs.
• Proactively monitor customer health metrics, usage data, and satisfaction scores to identify at-risk accounts.
• Conduct regular check-ins, business reviews, and training sessions with customers.
• Identify upselling and cross-selling opportunities and collaborate with the sales team to drive account expansion.
• Gather and relay customer feedback to the product team to inform product development and improvement.
• Track and report on customer success metrics including retention rate, Net Promoter Score (NPS), and customer lifetime value.

Requirements

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 3 years of experience in customer success, account management, or client relationship management.
• Proven ability to manage multiple accounts and build strong, long-lasting client relationships.
• Excellent communication and presentation skills, both written and verbal.
• Analytical mindset with the ability to interpret customer data and usage metrics.
• Experience with customer success or CRM platforms such as Gainsight, ChurnZero, HubSpot, or Salesforce.
• Strong problem-solving skills and a proactive, customer-first approach.
• Familiarity with SaaS business models, subscription metrics, and the concept of customer lifetime value.

Nice to Have

• Experience in the Nigerian tech, fintech, or SaaS industry.
• Knowledge of customer success methodologies and frameworks.
• Project management experience or certification.
• Comfort with basic data analysis using Excel, SQL, or BI tools.
• Experience managing enterprise or mid-market accounts in Nigeria or West Africa.