Customer Success & Implementation Lead

Responsibilities:

• Run white-glove onboarding: migrate customer data (spreadsheets, old booking systems), configure their workspace, and train the owner and staff in person across Lagos when it matters, WhatsApp and video otherwise.
• Own the guided 30-day launch: a real outcome in week one (first booking, first invoice collected), weekly check-ins, owner office hours.
• Be front-line support: WhatsApp-first, AI-assisted. Triage fast, resolve what you can, escalate real product issues with clear reproduction steps.
• Write the playbook: turn what works into repeatable checklists, templates, and per-vertical service menus — the same playbook our partner network will run later.Your process becomes the product.
• Protect retention: watch usage and health signals, catch quiet accounts before they churn, own renewal readiness.
• Be the voice of the customer: a structured weekly feedback loop into product: what confused people, what they begged for, what they ignored.
• Capture proof: collect testimonials and before/after stories; work with our content producer to film real customers doing real work.
• Enable sales: you'll know the product deepest — train our sales rep, and join late-stage conversations as the "here's exactly how your launch will go" voice.

Requirements:

• A minimum of 2–5 years in a customer-facing operational role: customer success, software implementation, hospitality or salon/clinic management, or SME consulting.
• Based in Lagos and genuinely comfortable walking into a salon, spa, or clinic and earning the room.
• Strong spreadsheet skills (you'll clean and migrate real customer data) and quick with new software; experience with booking/CRM/POS tools is a plus.
• Excellent written and spoken English; Pidgin and/orYoruba a plus. WhatsApp-native communicator.
• Empathy plus operational discipline — you follow through, every time, and people trust you fast.
• Curious about AI and willing to work with AI tools daily; you'll have agent teammates handling the busywork.
• New customers reach their first real outcome in under a week; onboarding playbook v1 exists by day 45.
• Support responses within one business day; the founder is out of the day-to-day support loop.
• Logo retention stays strong, and every churn has a documented, learned-from reason.
• Three genuine customer stories captured in your first quarter.