Customer Success Lead at The People Practice

Our client, a leading all-in-one fraud and compliance platform for financial institutions and fintech, is looking for a proactive, strategic, and customer-focused Customer Success Lead to own customer relationships from onboarding to expansion. You will ensure customers derive maximum value from the organization, remain engaged, and grow their usage over time. You will work across multiple customer segments, helping them adopt our solutions, optimize their compliance workflows, and avoid churn. This role is critical to our revenue generation goals and directly impacts retention and upsell opportunities.

Responsibilities

Onboarding & Adoption

• Guide new customers (Inflight customers) through onboarding, ensuring quick implementation and value realization.
• Develop onboarding resources (guides, videos, walkthroughs) to reduce time-to-value.
• Train customers on best practices for transaction monitoring, fraud detection, and compliance workflows.

Customer Engagement & Retention

• Own the relationship with Active customers, ensuring they continue to see the value in the organization.
• Conduct regular check-ins, QBRs (Quarterly Business Reviews), and compliance health checks.
• Monitor customer usage and proactively address low engagement signals before they lead to churn.

Expansion & Upselling

• Identify opportunities for upselling additional the organization products (e.g., vendor due diligence, compliance training).
• Work closely with the sales team to expand revenue within existing accounts.
• Develop case studies and testimonials from satisfied customers to drive referrals.

Re-engagement & Churn Prevention

• Reach out to customers to understand blockers and revive engagement.
• Develop personalized reactivation strategies, such as tailored training sessions or additional support.
• Track churn risks and escalate issues that need executive intervention.

Data-Driven Insights & Customer Advocacy

• Use customer feedback to recommend product improvements and influence the organization’s roadmap.
• Analyze customer usage data to identify pain points and engagement trends.
• Act as the voice of the customer, ensuring compliance professionals get the most from our platform.

Qualifications

• Minimum of 2-5 years of experience in Customer Success, Account Management, or Compliance Advisory.
• Experience working with B2B SaaS platforms, financial institutions, or compliance/regulatory solutions.
• Strong understanding of AML, fraud prevention, and financial compliance (or ability to learn quickly).
• Comfortable using CRM tools, data analytics, and customer engagement platforms. 
• Background in financial services, fintech, or regtech.
• Experience working with microfinance banks, fintechs, or regulatory bodies in Nigeria.
• Familiarity with CBN, FATF, and GIABA compliance frameworks. 

Must have skills

• Excellent communication skills— ability to engage C-level executives and compliance teams.
• Proactive, problem-solving mindset— you anticipate issues before they arise.