We are recruiting to fill the position below:
Job Title: Customer Success Lead
Location: Lagos
Employment Type: Full-time
Department: Customer success
About the role
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- We are looking for a seasoned Customer Success Lead with significant experience in fintech, payment solutions, and our CRM optimisation.
- Your expertise will be pivotal in automating processes, developing purpose-built workflows, and understanding customer pain points that can be addressed with robust systems.
- The ideal Customer Success Lead will be responsible for driving customer retention, satisfaction, and loyalty through strategic initiatives and ongoing support.
Key Responsibilities
- Develop and implement a customer success strategy that aligns with the overall business goals of Klasha, with a focus on operationalising and automating processes.
- Implement tech-driven initiatives to help operationalise our team.
- Manage and lead a team of customer success managers and support staff, providing technical guidance and training as needed.
- Design streamlined workflows to reduce manual work and improve response times.
- Identify new integrations within our current CRM Intercom to boost productivity, improve customer interactions, and provide more data for analysis.
- Set and track key performance indicators (KPIs) for the customer success team, including customer retention, satisfaction, and loyalty.
- Collaborate with cross-functional teams, including product, sales, and marketing, to identify and address customer needs and pain points.
- Develop and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs.
- Analyse customer data and trends to identify opportunities for improvement and growth, utilising tools such as SQL and Excel to extract and manipulate data.
- Develop and deliver customer success training programs to ensure team members are equipped with the technical skills and knowledge to provide exceptional support to our customers.
- Stay up-to-date on industry best practices and emerging trends in customer success.
Qualifications
- Candidates should possess a Bachelor’s Degree in a Technical field, such as Computer Science or Engineering, preferred.
- 5+ years of experience in a customer success leadership role, preferably in a startup or SaaS environment.
- Proven track record of building and leading successful customer success teams, with a focus on operationalising and automating processes.
- Demonstratable experience with CRM maintenance and optimisation.
- Strong technical skills, including experience with SQL and data analysis tools such as Excel.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with both internal and external stakeholders.
- Excellent analytical and problem-solving skills, with the ability to make data-driven decisions.
- Ability to multitask and thrive in a fast-paced, dynamic environment.
Benefits
People are the heart of our business, so we prioritise welfare and offer a wide range of competitive benefits, including but not limited to:
- All the latest technology you need to do your role.
- Private health insurance.
- Access to mental health wellness membership.
- Budget for French language classes.
- Hybrid; remote + office hours and flexible working conditions.
- Access to Klasha Sessions, development training courses.
- Work-from-anywhere weeks; Work from anywhere for three weeks in a year.
- Paid birthday day off.
- Team building events.
- Paid parental leave.
Application Closing Date
Not Specified.
Job Features
Job Category | Customer Success Lead |