Manager, Customer Success (B2B Retention)
R
Reliance HealthHealth Tech
Full-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- At least 5 years of professional experience
Requirements
- Bachelor’s/HND degree in any field
- 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
Responsibilities
- Build and run customer success strategies that improve satisfaction, deepen loyalty, and reduce churn across large enterprise accounts.
- Proactively check in with clients to understand their needs, resolve issues early, and ensure 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.
- 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.
- Identify and design initiatives, including referral programs and engagement campaigns, that increase the lifetime value of enterprise clients and build brand advocates.
- Track and analyse key retention metrics, including churn rate, Net Revenue Retention, account health scores, and satisfaction scores.
- 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.
- Manage, coach, and develop a team of customer success professionals, setting clear performance expectations and supporting their growth.
View Full Description & ApplyYou'll be redirected to the employer's site
