Reports To: Senior Manager - Cloud Business Commercial
Division: Enterprise Business
Mission
Drive adoption, engagement, and retention of MTN Cloud customers through proactive customer success management.
This role serves as a strategic partner for startup and SME customers post-saleensuring activation, usage, value realization, and upsell opportunity identification throughout the customer lifecycle.
Description
Proactively manage a portfolio of cloud customers (especially MSEs and early-stage startups) from onboarding to renewal.
Guide customers through activation milestones, recommend product use cases, and monitor engagement.
Track usage metrics, identify adoption risks, and intervene early to reduce churn.
Share customer feedback with Product, Technical, and GTM teams for continuous improvement.
Collaborate with Sales for upsell, renewal, and case study development.
Maintain health scores, lifecycle stages, and contact logs in CRM
Provide Customer Success input into segment playbooks and journey flows
Coordinate with technical support and onboarding teams to resolve friction points
Requirements
Education:
First degree in Business, Communications, Marketing, or IT-related field
Certifications in Customer Success (e.g., SuccessHACKER, Gainsight) are an advantage
Fluent in English and one local Nigerian language preferred
Experience:
3-7 years' experience which includes
Minimum of 3 years experience in customer success, account management, or B2B client-facing role