Senior Customer Success Manager - Remote

Our client is looking for an experienced and empathetic Senior Customer Success Manager to join their fully remote team. In this crucial role, you will be the primary advocate for our customers, ensuring they achieve maximum value from our products and services. You will build strong, long-lasting relationships with clients, understanding their unique needs and providing proactive support and strategic guidance. Your responsibilities will include onboarding new customers, driving product adoption, identifying opportunities for upsells and cross-sells, and managing customer retention. You should be adept at handling complex customer issues, troubleshooting problems, and coordinating with internal teams to deliver timely resolutions. This position requires exceptional communication skills, a deep understanding of customer relationship management principles, and the ability to thrive in a fast-paced, remote-first environment. You will be responsible for monitoring customer health metrics, gathering feedback, and translating insights into actionable improvements for both the product and customer experience. The ideal candidate is a motivated self-starter with a passion for customer advocacy and a proven track record of exceeding retention and satisfaction goals. Experience in a SaaS environment is highly preferred. You will be instrumental in ensuring our customers' success and growth, acting as a trusted advisor and partner.

Responsibilities: Manage a portfolio of key customer accounts, fostering strong relationships and driving satisfaction. Onboard new customers, ensuring a smooth and effective implementation process. Proactively engage with customers to drive product adoption and maximize value realization. Identify and pursue opportunities for account growth (upsells and cross-sells). Monitor customer health scores and implement strategies to mitigate churn risk. Act as a liaison between customers and internal teams (e.g., Product, Sales, Support). Gather customer feedback and advocate for feature requests and product improvements. Develop and deliver customer success plans tailored to individual client needs. Conduct regular business reviews with clients to assess progress and identify new opportunities. Troubleshoot and resolve customer issues efficiently and effectively. Qualifications: Bachelor's degree in Business, Marketing, Communications, or a related field. Minimum of 4 years of experience in Customer Success, Account Management, or a related client-facing role. Proven ability to build and maintain strong customer relationships. Excellent communication, presentation, and interpersonal skills. Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms. Strong understanding of SaaS business models and customer lifecycle. Ability to manage multiple priorities and work effectively in a remote, fast-paced environment. Proactive problem-solving skills and a customer-centric mindset. Experience in a technical support or helpdesk environment is a plus. This role is based remotely, with primary client engagement in the Jos, Plateau, NG region.