- 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.
Responsibilities
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 degree 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.
Benefits
At Reliance Health, we prioritize our people and their well-being. Our benefits package is designed to support your success, growth, and happiness. Here’s what you’ll enjoy:
Remote-First Environment:
- Work from anywhere while staying connected to a vibrant, collaborative team.
Competitive Salary and Benefits:
- We offer a salary that’s benchmarked against the best in the industry, ensuring your expertise and impact are fully rewarded.
Premium Health Insurance:
- Comprehensive health coverage for you and your family, because your well-being comes first.
Unlimited Leave:
- Take the time you need when you need it—no limits, no questions.
Meaningful Impact:
- Play a key role in transforming customer experiences and shaping healthcare innovation.
Collaborative Work Culture:
- Join a supportive, inclusive, and team-focused environment that celebrates diversity.
Growth Opportunities:
- Access tools, mentorship, and resources to elevate your skills and career.
Learning & Development Allowance:
- We provide an allowance to support your ongoing professional growth and skill enhancement.
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