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Manager, Customer Success (B2B Retention)

4 months ago
Nigeria
Full-time
Senior
Customer Success Manager
Customer and Technical Support
HubSpot Salesforce Zoho CRM
Apply Now
Reliance Health

Reliance Health

Reliance Health provides innovative healthcare benefits designed to enhance the well-being of employees in emerging markets, offering comprehensive health plans that include access to virtual medical consultations and home delivery of prescriptions.

Health Care Providers & Services
251-1K
Founded 2016
$46M raised
View All Jobs 25

Description

  • Build and execute customer success strategies that improve satisfaction, loyalty, and retention across large enterprise accounts.
  • Proactively engage with clients to understand needs, resolve issues early, and ensure they receive measurable value from their health plans.
  • Own the end-to-end enterprise renewal process and drive timely renewals at healthy rates.
  • Lead the full lifecycle of retention and growth programs from planning through execution against business targets.
  • Coordinate with sales, marketing, and product teams to align retention initiatives with client needs and company goals.
  • Develop upsell and cross-sell strategies to grow existing accounts and increase lifetime value.
  • Design and implement initiatives such as referral programs and engagement campaigns that build brand advocates.
  • Track and analyze retention metrics, including churn rate, Net Revenue Retention, account health scores, and satisfaction scores.
  • Produce regular portfolio reports and leadership insights on account health and progress toward targets.
  • Manage, coach, and develop the customer success team while setting performance expectations and supporting growth.

Requirements

  • Bachelor’s degree or HND in any field.
  • Must have completed NYSC.
  • At least 5 years of professional experience, with significant experience in customer success, account management, or B2B retention roles.
  • Experience managing large enterprise accounts, including renewals, escalations, and upsell conversations.
  • Proven track record of meeting or exceeding retention and growth targets in a B2B environment.
  • Experience leading and managing a team, including coaching, performance management, and talent development.
  • Strong ability to use data and reporting tools to track client health, identify risks, and make evidence-based decisions.
  • Experience working cross-functionally with sales, marketing, and product teams to deliver client outcomes.
  • Excellent communication and relationship management skills with the ability to engage senior client stakeholders.
  • Must be authorized to work in Nigeria.
  • Experience in health insurance, health tech, or a related industry is preferred.
  • Familiarity with CRM platforms such as Zoho, Salesforce, or HubSpot is preferred.
  • Exposure to product-led growth or digital health service delivery models is preferred.
  • Experience building customer success functions from an early stage, including designing playbooks and processes, is preferred.

Benefits

  • Remote-first work environment with the flexibility to work from anywhere.
  • Competitive salary and benefits benchmarked against the industry.
  • Premium health insurance for you and your family.
  • Unlimited leave with no limits and no questions.
  • Opportunity to make a meaningful impact on healthcare innovation and customer experience.
  • Collaborative, inclusive, and team-focused work culture.
  • Growth opportunities through tools, mentorship, and resources.
  • Learning and development allowance to support professional growth.

Interested in this position?

Apply directly on the company website

Apply Now

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