Customer Success Team Lead

Responsibilities:

• Lead and manage the onboarding, customer service, and retention teams.
• Set, monitor, and improve team KPIs and performance.
• Improve customer onboarding, product activation, and subscription renewals.
• Investigate customer churn, identify root causes, and implement strategies to prevent avoidable customer losses.
• Monitor customer complaints, response times, resolution rates, and satisfaction.
• Escalate product and technical issues to the Product and Development teams and operational challenges to management.
• Develop processes, standard operating procedures, and workflows that improve team productivity and customer experience.
• Analyse customer data and performance reports to identify problems and recommend practical solutions.
• Ensure effective customer follow-ups, reactivation campaigns, and renewal reminders.
• Manage team performance remotely and maintain accountability through digital tools and regular reporting.
• Identify opportunities to use AI and automation to improve customer success operations.

Requirements:

• At least 3 years of relevant experience in customer success, customer experience, customer service, or related operations.
• Previous team leadership or management experience.
• Experience working in a technology company, SaaS business, or business management software company is strongly preferred.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to interpret data, monitor KPIs, and use insights to improve performance.
• Excellent communication, organisation, and people management skills.
• Ability to investigate problems, identify root causes, and implement effective solutions.
• Ability to work independently and manage a remote team effectively.
• Familiarity with CRM systems, customer support tools, spreadsheets, and reporting platforms.
• Experience using AI tools to analyse data, solve problems, or improve business processes (Added Advantages).
• Ability to build workflow automations for customer follow-ups, onboarding, retention, or reporting (Added Advantages).
• Experience with tools such as n8n, Make, Zapier, or similar automation platforms (Added Advantages).
• Demonstrated success in reducing churn, improving retention, or increasing customer activation (Added Advantages).

Benefits:

• Fully remote work.
• An opportunity to lead and develop a customer success team.
• The opportunity to make a measurable impact on customer experience and business growth.
• Exposure to technology-driven operations, AI tools, and automation.

Remuneration: NGN 150,000