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-sale—ensuring 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
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
- Basic cloud technology knowledge (networking, Kubernetes, firewall, security, OpenStack, etc.)
- Familiarity with usage metrics, onboarding journeys, and CRM tools