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Customer Success Representative - Lagos, Lagos State - Wragby Business Solutions & Technologies Limited
Description
Job Role: Customer Success Representative
Location: Lagos
Industry: Technol
o
y
Work Styl
e:H
ybid
Rol
e
Oveview
The Customer Success Representative (CSR) is responsible for ensuring that customers achieve their desired outcomes while using our products and services. The CSR serves as the primary point of contact for day-to-day customer management, onboarding, product adoption, issue resolution, and continuous value delivery. The role focuses on building strong customer relationships, driving engagement, and ensuring retention and growth through customer satisfactio
n a
n
d advccy.
Key
Re
sponsiilities
• Customer Relationships: Serve as the trusted contact for assigned customers, building strong, lasting relationships through regular check-ins and pro
act
ive commuication.
• Onboarding & Adoption: Guide new customers through onboarding, deliver training, and monitor usage to maximi
z
e productadoption.
• Support & Advocacy: Resolve inquiries and escalations quickly, represent customer needs internally, and share feedback to impro
ve
products an services.
• Value & Success: Define success metrics with customers, track value delivery, and maintain success plansaligned to heir goals.
• Retention & Growth: Identify risks to retention, mitigate churn, and collaborate with Sales to uncover upsell
and
cross-sell oprtunities.
S
ki
lls & Technicl Competencies
• Experience with CRM tools (e.g., Salesforce, HubSpot, Dynamics 365) and CS platforms (e.
g.,
Gainsight, ChurZero, Totango).
• Familiarity with SaaS business models, subscription lifecycles, and me
t
rics such as chun, NRR, and ARR.
• Basic knowledge of cloud technologies (Microsoft 365, Azure,
AW
S, or Google Cloud is an advantage.
• Proficiency in productivity tools (Excel/Sheets, Power
B
I/Tableau for repoting, or similar).
• Strong communication and interpersonal skill
s,
with empathy and cusomer-first mindset.
• Experience managing B2BSaaS or technology cstomers (preferred).
• Ability to analyze cu
sto
mer data and translateinsights into action.
• Problem-solving skills wi
t
h a proactive and solui
n
-oriented approach.
Qualifications required:
• Bachelor's degree in business
ad
ministration, IT, Communiations, or related field.
• 2–4 years of experience in Custo
mer Success,
Account Manaement, or Cliet Services.
Apply Now:
Send your CV to cv@
using
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