Customer Success Manager
--Lagos--
Job Summary
We are seeking a customer-focused and process-driven Customer Success Manager to lead customer onboarding, adoption, satisfaction, and retention. This role ensures that customers receive value after purchase, remain engaged, and continue to have a positive experience with the company.
The successful candidate will help reduce churn, improve customer health, and strengthen post-sale customer experience.
Key Responsibilities
Lead the customer success and onboarding framework
Ensure customers are onboarded smoothly and successfully after sale
Monitor customer engagement, satisfaction, and retention trends
Build customer check-in, issue resolution, and escalation processes
Work closely with Account Management, Operations, and Service teams
Identify churn risks and take proactive steps to reduce customer loss
Track customer health and service experience across the customer journey
Support advocacy, referrals, and positive customer outcomes
Lead and coach Customer Success Officers where applicable
Requirements
Previous experience in customer success, account support, relationship management, or service operations
Strong customer engagement and issue-resolution skills
Excellent communication and cross-functional coordination ability
Strong process orientation and follow-through
Ability to manage multiple customers and priorities effectively
Automotive, technology, mobility, or service business experience is an advantage
What We Are Looking For
A customer-first mindset
Strong empathy and structured problem-solving
Ability to turn post-sale experience into retention and loyalty
Strong coordination and service follow-through
Ownership of onboarding quality and customer health