SaaS Customer Success Manager at Transsion Holdings

Job Summary 

• We are seeking a proactive and customer-centric SaaS Customer Success Manager to support and grow our customer base within the Nigerian market.
• The successful candidate will enhance customer satisfaction, drive product adoption, and ensure long-term retention.
• You will serve as the primary point of contact, guiding customers through onboarding, training, and continuous engagement to maximize value from our SaaS platform.

Key Responsibilities
Customer Relationship Management:

• Serve as the main point of contact for customer inquiries, providing prompt and professional support.
• Build strong relationships with customers by understanding their needs and challenges and proactively offering solutions.
• Conduct regular check-ins and business reviews to assess satisfaction and product engagement.
• Utilize data analysis & follow – ups to identify renewal needs and additional purchase opportunities.

Customer Onboarding & Training:

• Lead new customers through onboarding to ensure seamless platform implementation and adoption of our SAAS Platform.
• Conduct product training sessions (via webinars, video calls, or in-person) to enhance user adoption.
• Develop and implement customer success plans to help them achieve business goals and improve customer experience and satisfaction.
• Monitor onboarding progress to ensure customers achieve time-to-value milestones.

Retention, Growth & Expansion:

• Monitor customer health scores to identify at-risk accounts to implement retention strategies.
• Work closely with the sales and product teams to identify upsell and cross-sell opportunities.
• Support customer lifecycle management from activation to renewal.
• Collect customer feedback and share insights to drive product improvements and feature prioritization.

Technical Support & Issue Resolution:

• Assist customers in troubleshooting basic technical issues and escalating complex cases to the appropriate teams.
• In collaboration with the technical team, ensure timely resolution of customer concerns to maintain a high level of satisfaction.
• Track & maintain detailed customer records of interactions in CRM tools.

Pre – Sales & Market Support:

• Proactively engage customers through virtual or in-person communication, offering product consultations, demos & supporting final closures.
• Collaborate with sales and marketing teams in HQ Kenya to deliver localized solution presentations tailored to customer business scenarios, clearly articulating the product's core value and competitive differentiation.
• Assist with technical proposals, needs analysis & bid preparation to enhance opportunity conversion and deal-winning capabilities.
• Gather and report on emerging market demands, competitive trends, and early-stage customer pain points, providing valuable input for product optimization and sales strategy formulation.

Required Qualifications

• Bachelor’s Degree in marketing, Communications, IT, or a related field.
• Familiarity with West African business landscape 4 - 5 years of experience in customer success, account management, team leadership or a similar role in a SaaS or tech company.
• Strong communication and interpersonal skills with a customer-first mindset. Experience with CRM and customer support tools (e.g. Salesforce, Zoho CRM, Zendesk, Intercom).
• Ability to collaborate effectively with cross-functional teams.
• Basic understanding of SaaS platforms, integrations, or APIs (advantageous). Excellent written and verbal communication skills. Ability to work in a fast-paced, data-driven environment.