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Customer Success Lead
About this role
The role is for a Lead in Customer Success at IT Horizons Limited in Lagos. It focuses on driving customer retention, satisfaction, and lifetime value across Zojapay’s product suite, managing the customer lifecycle beyond support, and contributing to business growth. The position involves leading and developing the Customer Success team, shaping customer experience policies, and collaborating with product, growth, risk and operations teams. The employer is a system integrator and ICT company providing technology enabled solutions and professional services. The role requires experience in customer success or fintech, with a data-driven approach and strong stakeholder management.
What you would do
- Set KPIs for CSAT, NPS, response time and resolution time and track performance against targets.
- Lead, train and manage the Customer Success team to deliver high-quality experiences.
- Establish shift structures to ensure service coverage and reliability.
- Develop and refine customer service policies, SOPs and playbooks.
- Design and implement onboarding, engagement, retention and reactivation frameworks.
- Ensure a seamless end-to-end customer journey across touchpoints.
- Drive adoption of core products and monitor churn risks.
- Develop retention initiatives and lifecycle communications.
- Oversee handling of complex complaints and escalations across channels.
- Maintain CRM records, generate reports and provide insights to inform product and growth strategies.
What they are asking for
- Bachelor’s degree
- 5+ years in Customer Success or Support, preferably in fintech or financial services
- Data-driven with experience using CRM and analytics tools
- Excellent communication, problem-solving and stakeholder management skills
- Strong understanding of customer lifecycle management and retention strategies
- Proven experience leading teams and managing performance
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