Customer Success Associate (Lagos) at Reliance HMO

• We are seeking a Customer Success Associate to join our Lagos team. You will be part of the frontline team responsible for delivering high-quality support and ensuring customers have a seamless experience across all channels. The role involves managing customer interactions, analyzing feedback, and supporting initiatives that improve satisfaction and retention. It is ideal for someone detail-oriented, customer-focused, and eager to grow within customer success.

As a Customer Success Associate, you will do the following:

• Assist in managing customer relationships using CRM systems, ensuring accurate records of interactions and preferences, while tracking engagement, monitoring satisfaction, and identifying retention opportunities.
• Collect and analyze customer feedback through surveys, interviews, and other channels, summarizing trends and insights to support decision-making and enhance retention strategies.
• Support customer communication by drafting emails, letters, and other correspondence for inquiries, concerns, or follow-ups, and assist in creating targeted campaigns to drive engagement and loyalty.
• Apply basic selling and negotiation skills when engaging with corporate clients, addressing their needs, negotiating renewals, and supporting upsell opportunities.
• Contribute to the development and implementation of customer retention strategies, collaborating with cross-functional teams to reduce churn and improve customer lifetime value.

Requirements

• Bachelor’s degree in Business, Communications, or related field.
• 1–2 years’ experience in customer success, account management, or a client-facing role.
• Familiarity with CRM tools and basic data analysis.
• Strong written and verbal communication skills.
• Ability to build rapport, manage multiple customer interactions, and resolve concerns.
• Negotiation and problem-solving skills with a customer-first mindset.
• Based in Lagos with flexibility to work in a hybrid setup.