IT Horizons Limited is a system integrator and Application ICT Company with a clear focus in technology enabled solutions and professional services.
We are recruiting to fill the position below: Job Title: Customer Success Lead
Location: Lagos Employment Type: Full-time Department/Unit: Zojatech Growth Reports to: Direct reports External Relationships Relationships Growth Unit, Product Unit, Customer success Unit Customers, Clients, vendors
Job Summary
The Lead, Customer Success is responsible for driving customer retention, satisfaction, and lifetime value across Zojapay’s product suite. This role goes beyond support to proactively manage the customer lifecycle, optimize user experience, and contribute directly to business growth.
Key Roles & Responsibilities Team Leadership & Operations:
Lead, train, and manage the Customer Success team to deliver high-quality, consistent customer experiences
Set clear KPIs (CSAT, NPS, response time, resolution time) and drive performance against targets
Establish shift structures and support coverage to ensure service reliability
Customer Experience Strategy:
Design and implement customer success frameworks across onboarding, engagement, retention, and reactivation
Develop and continuously improve customer service policies, SOPs, and playbooks
Ensure a seamless, end-to-end customer journey across all touchpoints
Customer Engagement & Retention:
Proactively monitor customer behavior and identify churn risks
Develop retention and engagement initiatives (e.g., onboarding flows, lifecycle messaging, loyalty programs)
Drive adoption of key products (payments, savings, loans, bill pay)
Issue Resolution & Escalation Management:
Oversee resolution of complex customer complaints and escalations
Ensure timely and professional handling of inquiries across all channels (chat, email, phone, social)
Maintain high standards of communication and customer satisfaction
Data, Reporting & Insights:
Track and analyze customer metrics (CSAT, churn rate, repeat usage, ticket trends)
Generate insights to inform product, operations, and growth strategies
Maintain accurate records of interactions and leverage CRM tools for reporting
Cross-Functional Collaboration:
Work closely with Product, Growth, Risk, and Operations teams to improve customer experience
Provide feedback loops from customers to inform product improvements
Support go-to-market initiatives and product launches from a customer experience standpoint
7. Process Improvement & Automation
Identify inefficiencies in customer service workflows and implement scalable solutions
Drive adoption of automation tools (chatbots, help centers, self-service flows)
Optimize support costs while maintaining service quality
Compliance & Quality Assurance:
Ensure adherence to regulatory requirements and internal policies
Implement quality assurance frameworks to monitor and improve service delivery
Maintain data privacy and security standards in all customer interactions
Key Performance Indicators Performance Area Performance Indicator
Customer Retention & Growth:
Customer retention rate (% of active users retained monthly)
Churn rate (% of users inactive over a defined period
Customer Lifetime Value (CLV) growth
Customer Satisfaction & Experience:
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Service Delivery & Operational Efficiency:
Average First Response Time (FRT)
Average Resolution Time (ART)
SLA adherence rate (% of tickets resolved within SLA)
Cost per support interaction
Team Performance & Capability Development:
Team productivity (tickets per agent, quality scores)
Quality Assurance (QA) scores on interactions
Staff attrition rate
Training completion and performance improvement rates
Process Improvement & Automation:
% of inquiries resolved via self-service (help center, chatbot)
Reduction in ticket volume due to automation
Job Specifications Academic Qualifications:
Minimum of Bachelor’s Degree
Professional Qualifications:
Relevant Software’s qualification or training.
Experience:
5+ years experience in Customer Success/Support, preferably in fintech or financial services
Proven experience leading teams and managing performance
Strong understanding of customer lifecycle management and retention strategies
Data-driven mindset with experience using CRM and analytics tools
Excellent communication, problem-solving, and stakeholder management skills
Dimensions:
Manages and work with direct reports
Skills & Competencies: The competence proficiency levels required for the position of Team lead customer success are defined using the following key terms:
Customer Lifecycle Management (Onboarding, Retention and Expansion) – Mastery
Customer Support Operations (Ticketing, SLAs, Escalations) – Skill
Data Analytics & Customer Insights – Mastery
Team Leadership & People Management – Mastery
Customer Communication & Relationship Management – Mastery
Process Design & Optimization – Mastery
Cross-Functional Collaboration (Product, Growth, Risk, Ops) – Mastery
Product Knowledge (Payments, Loans, Savings, etc.) – Skill
Regulatory & Compliance Awareness (Fintech Context) – Skill
Customer Retention & Growth Strategy - Mastery
Definition of competence levels is in Appendix 1 APPENDIX 1
Awareness:
A good understanding of what is involved in an area of expertise and its relevance to the business.
Ability to describe the main elements of the area of expertise and their importance to the business; and
Ability to recognize how and where competences in expertise are relevant to their own job.
Knowledge:
Ability to interpret and evaluate information and advice from experts in an area of Expertise. o Knowledge and ability to correctly use the terminology (vocabulary) of the area of Expertise.
Ability to hold an informed debate with experts in the Area of Expertise; and o Ability to ask questions that test the viability of proposals in an Area of Expertise.
Skill:
Ability to consistently carry out the activities of an area of Expertise to the required standard.
Ability to perform satisfactorily majority of activities of the Area of Expertise.
Ability to translate guidelines and standards for the Area of Expertise into practical actions.
Ability to solve imaginatively common technical /operational problems in the Area of Expertise, and
Ability to guide and advise others in operational /technical aspects of the Area of Expertise.
Mastery:
Ability to diagnose and resolve significant, unusual problems and to successfully adapt aspects of an Area of Expertise.
Ability to creatively solve significant, complex, non-routine problems in the Area of Expertise. o Ability to adapt practices from other markets or countries for use in the Area of Expertise; and
Ability to generate substantial improvements to local practices and procedures for the Area of Expertise.