Manager, Customer Success & Experience

About the role

The Manager, Customer Success & Experience will lead Ralia's customer success initiatives, ensuring clients achieve their desired outcomes from marketing campaigns and services. This full‑time, on‑site position is based in Lagos.

Key responsibilities

• Oversee onboarding, ongoing relationship management and proactive account reviews to drive satisfaction and retention.
• Monitor customer health metrics, gather and analyse feedback, and coordinate with internal teams to resolve issues.
• Develop customer experience strategies, prepare performance reports and represent the voice of the customer in internal planning.
• Mentor and coach members of the customer success team.

Required profile

• 5+ years experience in customer success, experience, or client services within marketing, media or technology.
• Strong focus on customer satisfaction and retention, with proven analytical skills.
• Demonstrated leadership capabilities, including coaching and driving accountability.
• Bachelor’s degree in Business, Marketing, Communications or related field, or equivalent experience.

Required skills

• Experience with CRM and customer success tools.
• Proficiency in common office productivity software.