Customer Success Specialist

About the role

FlexiSAF Edusoft is looking for a Customer Success Specialist in Lagos to manage a portfolio of customer accounts and act as a trusted advisor and advocate. The role combines onboarding, retention, upselling and closing new leads, while serving as the customer's voice inside the company.

Key responsibilities

• Develop strong, collaborative relationships with customers, understanding their needs, challenges and goals
• Deliver exceptional onboarding and training so customers can use the products effectively
• Run proactive customer health checks to spot churn risks and build data-driven retention strategies
• Work with the sales team to find upsell and cross-sell opportunities, and use sales skills to close new leads found during customer interactions
• Conduct product demos that address specific customer pain points
• Build internal and external stakeholder relationships and stay current on product features and updates
• Gather and analyse customer feedback, identify trends and advocate for product improvements
• Maintain accurate customer records and interactions using CRM software and other customer management tools

Required profile

• Bachelor's degree in a relevant field (Education, Business, Computer Science, etc.) or equivalent work experience
• Minimum 3-4 years of experience in customer success, account management or a related role
• Proven track record of exceeding customer satisfaction metrics and driving retention
• Strong sales skills, with demonstrated ability to upsell, cross-sell and close new leads
• Excellent presentation and communication skills, able to tailor the approach to different audiences
• Ability to build strong relationships and handle complex client environments
• Strong time management, analytical thinking and problem-solving skills

Required skills

• Proficiency in CRM software and other customer management tools
• Understanding of educational technology trends and customer success best practices