Head of Customer Success

About the role

We are seeking a Head of Customer Success to lead our fast‑growing AI technology business in Nigeria. In this senior leadership position you will own strategic enterprise accounts, build and scale the customer success function, and act as a trusted advisor to our biggest clients.

Key responsibilities

• Own and manage a portfolio of strategic enterprise customers, driving adoption, retention and expansion.
• Lead, mentor and develop Customer Success Managers and Deployment Engineers, fostering a high‑performance, customer‑centric culture.
• Design and implement scalable success frameworks, including onboarding programs, health scoring, operational playbooks and performance standards.
• Serve as the primary escalation point for complex issues, ensuring swift resolution and strong client relationships.
• Conduct executive business reviews, strategic account planning and stakeholder meetings.
• Collaborate with senior leadership on customer health initiatives, product feedback and growth strategies.
• Support recruitment, onboarding and talent development as the team expands.
• Bridge customer‑facing teams with technical implementation resources to ensure successful project delivery.

Required profile

• Previous hands‑on technical implementation experience (e.g., Solutions Engineer, Deployment Engineer, Technical Implementation Consultant).
• Proven leadership experience managing and developing teams, including performance management.
• Strong executive‑level communication skills in English, both verbal and written.
• Demonstrated success managing complex enterprise customer relationships throughout the full lifecycle.

Required skills

• APIs
• Webhooks
• Integrations
• Software implementation processes