• Application Deadline:
• Position: Customer Success Manager (CSM)



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 3 - 7 years



• Location Lagos




• Job Field Customer Care, Success and Service 
  
  

Job Summary

• The Customer Success Manager (CSM) is responsible for ensuring customers achieve maximum value from the company’s technology solutions and services.


• The role focuses on customer adoption, satisfaction, retention, renewals, and long-term partnership growth.


• The CSM acts as the primary post-sales point of contact, coordinating internal teams to deliver excellent and consistent customer experience while driving renewals and expansion opportunities.

Key Responsibilities

Customer Relationship Management:

• Serve as the primary relationship manager for customers across their lifecycle.


• Build trusted advisor relationships with customer stakeholders (technical, business, and executive).


• Proactively engage customers to understand business objectives, challenges, and success metrics.


• Drive high customer satisfaction, loyalty, and advocacy.

Onboarding & Adoption:

• Lead customer onboarding and service kick-off activities after sales handover.


• Ensure smooth adoption of delivered solutions and services.


• Coordinate technical teams, vendors, and partners to resolve onboarding or deployment challenges.


• Track product/service utilization and intervene to address low adoption risks.

Support & Issue Resolution:

• Act as customers advocate internally, escalating and following through on issues until resolution.


• Monitor SLA/OLA adherence and ensure timely resolution of incidents and service requests.


• Work closely with Support, Presales, and Engineering teams to manage escalations.

Renewals & Retention:

• Drive contract renewals, subscriptions, licenses, and support agreements.


• Proactively manage renewal timelines to avoid service or license expirations.


• Identify churn risks early and implement retention strategies.


• Collaborate with Sales and Presales to secure timely renewals.

Growth & Expansion:

• Identify upsell and cross-sell opportunities aligned with customer needs.


• Support account expansion initiatives through value-based discussions.


• Participate in Quarterly Business Reviews (QBRs) and customer success planning.


• Provide feedback on customer needs, product gaps, and service improvements.

Reporting & Collaboration:

• Maintain accurate customer records, engagement notes, and success plans in CRM tools.


• Track and report customer health, satisfaction scores, adoption metrics, and renewal status.


• Collaborate with Sales, Presales, Product, and Finance teams to deliver customer outcomes.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)


• Customer Retention & Renewal Rate


• SLA / OLA Compliance


• Time to Resolution for Customer Issues


• Product / Service Adoption Levels


• Expansion and Upsell Contribution


• Complaint Resolution Timelines

Required Qualifications & Skills

Education:

• Bachelor’s degree in IT, Engineering, Business Administration, or related field.

Experience:

• 3–7 years’ experience in Customer Success, Account Management, Service Delivery, or Technical Support.


• Experience in IT services, cloud solutions, enterprise infrastructure, or technology distribution is a strong advantage.

Skills & Competencies:

• Strong customer-facing communication and relationship management skills.


• Good understanding of enterprise IT solutions (Cloud, Datacenter, Networking, Software, Licensing).


• Strong problem-solving and stakeholder management skills.


• Ability to manage multiple accounts and priorities simultaneously.


• Experience working with SLAs, renewals, and customer satisfaction metrics.


• Proficiency with CRM and service management tools.


• Data-driven, customer-centric, and results-oriented mindset.