SaaS Customer Success Manager

We invite applications from suitably qualified candidates. Position Overview:  

• We are seeking a proactive and customer-centric SaaS Customer Success Manager to support and grow our customer base within the Nigerian market.

• The successful candidate will enhance customer satisfaction, drive product adoption, and ensure long-term retention.

• You will serve as the primary point of contact, guiding customers through onboarding, training, and continuous engagement to maximize value from our SaaS platform.

Key Responsibilities: Customer Relationship Management:

• Serve as the main point of contact for customer inquiries, providing prompt and professional support.

• Build strong relationships with customers by understanding their needs and challenges and proactively offering solutions.

• Conduct regular check-ins and business reviews to assess satisfaction and product engagement.

• Utilize data analysis & follow – ups to identify renewal needs and additional purchase opportunities.

Customer Onboarding & Training:

• Lead new customers through onboarding to ensure seamless platform implementation and adoption of our SAAS Platform.

• Conduct product training sessions (via webinars, video calls, or in-person) to enhance user adoption.

• Develop and implement customer success plans to help them achieve business goals and improve customer experience and satisfaction.

• Monitor onboarding progress to ensure customers achieve time-to-value milestones.

Retention, Growth & Expansion:

• Monitor customer health scores to identify at-risk accounts to implement retention strategies.

• Work closely with the sales and product teams to identify upsell and cross-sell opportunities.

• Support customer lifecycle management from activation to renewal.

• Collect customer feedback and share insights to drive product improvements and feature prioritization.

Technical Support & Issue Resolution:

• Assist customers in troubleshooting basic technical issues and escalating complex cases to the appropriate teams.

• In collaboration with the technical team, ensure timely resolution of customer concerns to maintain a high level of satisfaction.

• Track & maintain detailed customer records of interactions in CRM tools.

Pre – Sales & Market Support:

• Proactively engage customers through virtual or in-person communication, offering product consultations, demos & supporting final closures.

• Collaborate with sales and marketing teams in HQ Kenya to deliver localized solution presentations tailored to customer business scenarios, clearly articulating the product's core value and competitive differentiation.