Job Description
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
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
• Basic cloud technology knowledge (networking, Kubernetes, firewall, security, OpenStack, etc.)
• Familiarity with usage metrics, onboarding journeys, and CRM tools.
