Customer Success Manager - Enterprise Solutions

About

We are seeking a proactive and results-driven Customer Success Manager to join our rapidly growing client based in Port Harcourt, Rivers, NG . This fully remote position is crucial for ensuring our clients achieve their desired outcomes while using our innovative software solutions. You will be the primary point of contact for a portfolio of key accounts, building strong relationships, understanding their business objectives, and guiding them towards maximizing the value of our platform.

Responsibilities

• Onboarding new enterprise clients, ensuring a smooth and successful implementation process.
• Developing a deep understanding of each client's business goals and how our product can help them succeed.
• Proactively monitoring client health and engagement, identifying potential risks and opportunities.
• Conducting regular business reviews (QBRs) to showcase value, discuss progress, and identify areas for growth.
• Providing strategic guidance and best practices to clients to optimize their usage of our services.
• Acting as the client's advocate internally, escalating issues and ensuring timely resolution.
• Identifying opportunities for upselling and cross-selling based on client needs and product roadmap.
• Contributing to product improvement by relaying client feedback and market insights to the product and engineering teams.
• Developing and maintaining strong, long-term relationships with key stakeholders within client organizations.
• Collaborating with sales, support, and product teams to ensure a cohesive client experience.
• Creating and delivering training materials and resources to empower clients.
• Staying up-to-date with industry trends and best practices in customer success.
• Achieving and exceeding retention and expansion targets for your assigned client portfolio.

Requirements

• The ideal candidate will have a Bachelor's degree in Business, Marketing, Communications, or a related field.
• Proven experience (3+ years) in Customer Success, Account Management, or a similar client-facing role, preferably within a SaaS environment, is essential.
• Exceptional communication, interpersonal, and presentation skills are required.
• Strong problem-solving abilities and a proactive, solutions-oriented mindset are critical.
• Experience with CRM software (e.g., Salesforce) and customer success platforms is a plus.
• This is a fully remote position, offering flexibility and the opportunity to work from anywhere within Nigeria, with the expectation of occasional travel for critical client meetings