Manager, Customer Success – B2B Retention

This is a fully remote position, open to applicants in Nigeria.

📋 Description

• Champion customer success and retention.

• Develop and implement customer success strategies that enhance satisfaction, strengthen loyalty, and minimize churn across our extensive enterprise accounts.

• Proactively engage with clients to assess their needs, address issues promptly, and ensure they derive measurable value from their health plans.

• Oversee the end-to-end renewal process, guaranteeing that enterprise contracts are renewed punctually and at favorable rates.

• Manage retention and growth initiatives.

• Take ownership of the entire lifecycle of retention and growth programs, from planning to execution, ensuring they meet business objectives.

• Collaborate with sales, marketing, and product teams to implement programs that align with both client requirements and company objectives.

• Formulate strategies to expand existing accounts through upsell and cross-sell opportunities, transforming satisfied clients into long-term partners.

• Identify and create initiatives, including referral programs and engagement campaigns, aimed at enhancing the lifetime value of our enterprise clients and fostering brand advocates.

• Utilize data to inform decisions.

• Monitor and analyze key retention metrics, such as churn rate, Net Revenue Retention, account health scores, and satisfaction scores, to proactively address risks and seize opportunities.

• Generate regular reports and insights for leadership that clearly indicate the health of the enterprise portfolio and progress towards targets.

• Ensure client feedback is collected and integrated into the business to facilitate continuous improvement of processes and products.

• Lead and nurture the customer success team.

• Manage, mentor, and develop a team of customer success professionals, establishing clear performance expectations and supporting their growth.

• Foster a team culture that is proactive and informed by data.

⛳️ Requirements

• Bachelor’s/HND degree in any discipline.

• Completion of NYSC is required.

• Minimum of 5 years of professional experience, with a substantial focus on customer success, account management, or B2B retention roles.

• Proven experience in managing large enterprise accounts, including overseeing renewals, handling escalations, and facilitating upsell discussions.

• Demonstrated success in meeting or surpassing retention and growth targets within a B2B context.

• Experience in leading and managing a team, including coaching, performance management, and talent development.

• Strong capability to utilize data and reporting tools to monitor client health, identify risks, and make data-driven decisions.

• Experience collaborating cross-functionally with sales, marketing, and product teams to achieve client outcomes.

• Excellent communication and relationship management skills, with the confidence to engage with senior stakeholders on the client side.

• Must be authorized to work in Nigeria.

• **Nice to Have:**

• Experience in health insurance, health tech, or a related field.

• Familiarity with CRM platforms like Zoho, Salesforce, or HubSpot.

• Exposure to product-led growth or digital health service delivery models.

• Experience in establishing customer success functions from the ground up, including the development of playbooks and processes.

🏝️ Benefits

• Remote-First Environment.

• Competitive Salary and Benefits.

• Premium Health Insurance.

• Unlimited Leave.

• Meaningful Impact.

• Collaborative Work Culture.

• Growth Opportunities.

• Learning & Development Allowance.