Lead Customer Success Manager - SaaS (Remote)

Our client, a fast-growing Software-as-a-Service (SaaS) company, is looking for a proactive and empathetic Lead Customer Success Manager to join their fully remote team. In this critical role, you will be responsible for ensuring our clients achieve maximum value from our platform, fostering strong, long-term relationships, and driving customer retention and expansion. You will lead a team of Customer Success Managers, providing guidance, training, and performance management to ensure a consistently high level of service. Your responsibilities will include onboarding new clients, conducting regular check-ins to understand their evolving needs, identifying and mitigating churn risks, and proactively suggesting solutions to optimize their usage of our services. You will also act as a key advocate for the customer internally, relaying feedback to product, sales, and engineering teams to inform future development. A deep understanding of SaaS business models and customer success best practices is essential. The ideal candidate will possess exceptional communication, interpersonal, and problem-solving skills, with a knack for building rapport and trust with diverse stakeholders. You should be adept at data analysis to track customer health metrics and identify trends. This fully remote position requires a self-starter with a strong sense of ownership and a passion for helping customers succeed. Experience in managing a team and a proven track record of reducing churn and increasing customer lifetime value are critical. You will be instrumental in developing and refining customer success strategies, playbooks, and processes. This is an exciting opportunity to make a significant impact in a collaborative and innovative remote environment, contributing to the continued growth and success of our client. While this role is fully remote, a connection to **Abuja, Federal Capital Territory, NG** (for organizational purposes) is noted. If you are driven by customer outcomes and possess strong leadership capabilities, we invite you to apply.