Manager, Customer Success (B2B Retention) at Reliance HMO

Description

• We are looking for a strategic and relationship‑focused Manager, Customer Success to lead and grow Reliance Health's partnerships with our B2B clients.
• The ideal candidate will bring strong experience in client relationship management, team leadership, and data‑driven decision‑making, with a passion for ensuring that business customers derive maximum value from our health plans.
• This role is perfect for someone who is both people‑oriented and analytical, thrives in a dynamic environment, and is committed to delivering exceptional client experiences that drive retention and growth.

As the Manager, Customer Success (B2B Retention), you will:

• Drive customer success and retention
• Build and run customer success strategies that improve satisfaction, deepen loyalty, and reduce churn across our large enterprise accounts
• Proactively check in with clients to understand their needs, resolve issues early, and make sure they are getting measurable value from their health plans
• Own the renewal process end-to-end, ensuring enterprise contracts are renewed on time and at healthy rates
• Manage retention and growth programs
• Own the full lifecycle of retention and growth programs, from planning through to execution, ensuring they deliver against business targets
• Coordinate with sales, marketing, and product teams to run programs that are aligned with both client needs and company goals
• Develop strategies to grow existing accounts through upsell and cross-sell opportunities, turning satisfied clients into long-term partners
• Identify and design initiatives, including referral programs and engagement campaigns, that increase the lifetime value of our enterprise clients and build brand advocates
• Use data to drive decisions
• Track and analyse key retention metrics, including churn rate, Net Revenue Retention, account health scores, and satisfaction scores, to stay ahead of risks and opportunities
• Produce regular reports and insights for leadership that clearly show the health of the enterprise portfolio and progress against targets
• Ensure that client feedback is captured and fed back into the business so that processes and products keep improving
• Lead and develop the customer success team
• Manage, coach, and develop a team of customer success professionals, setting clear performance expectations and supporting their growth
• Build a team culture that is proactive, data-informed.

Requirements

• Bachelor's / HND qualification in any field
• Must have completed NYSC
• At least 5 years of professional experience, with a significant portion in customer success, account management, or B2B retention roles
• Demonstrated experience managing large enterprise accounts, including owning renewals, handling escalations, and driving 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 developing talent
• 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 on client outcomes
• Excellent communication and relationship management skills, with the ability to engage confidently with senior stakeholders on the client side
• Must be authorized to work in Nigeria.

Nice to Have:

• Experience in health insurance, health tech, or a related industry
• Familiarity with CRM platforms such as Zoho, Salesforce or HubSpot
• Exposure to product-led growth or digital health service delivery models
• Experience building customer success functions from an early stage, including designing playbooks and processes.