Customer Success Lead

Job Posting

IT Horizons Limited is a system integrator and Application ICT Company with a clear focus in technology enabled solutions and professional services.

We are recruiting to fill the position below:

Job Title: Customer Success Lead

Location: Lagos

Employment Type: Full-time

Department/Unit: Zojatech Growth

Reports to: Direct reports External Relationships Relationships

Growth Unit, Product Unit, Customer success Unit

Customers, Clients, vendors

Job Summary

• The Lead, Customer Success is responsible for driving customer retention, satisfaction, and lifetime value across Zojapay’s product suite. This role goes beyond support to proactively manage the customer lifecycle, optimize user experience, and contribute directly to business growth.

Key Roles & Responsibilities

Team Leadership & Operations:

• Lead, train, and manage the Customer Success team to deliver high-quality, consistent customer experiences
• Set clear KPIs (CSAT, NPS, response time, resolution time) and drive performance against targets
• Establish shift structures and support coverage to ensure service reliability

Customer Experience Strategy:

• Design and implement customer success frameworks across onboarding, engagement, retention, and reactivation
• Develop and continuously improve customer service policies, SOPs, and playbooks
• Ensure a seamless, end-to-end customer journey across all touchpoints

Customer Engagement & Retention:

• Proactively monitor customer behavior and identify churn risks
• Develop retention and engagement initiatives (e.g., onboarding flows, lifecycle messaging, loyalty programs)
• Drive adoption of key products (payments, savings, loans, bill pay)

Issue Resolution & Escalation Management:

• Oversee resolution of complex customer complaints and escalations
• Ensure timely and professional handling of inquiries across all channels (chat, email, phone, social)
• Maintain high standards of communication and customer satisfaction

Data, Reporting & Insights:

• Track and analyze customer metrics (CSAT, churn rate, repeat usage, ticket trends)
• Generate insights to inform product, operations, and growth strategies
• Maintain accurate records of interactions and leverage CRM tools for reporting

Cross-Functional Collaboration:

• Work closely with Product, Growth, Risk, and Operations teams to improve customer experience
• Provide feedback loops from customers to inform product improvements
• Support go-to-market initiatives and product launches from a customer experience standpoint

7. Process Improvement & Automation

• Identify inefficiencies in customer service workflows and implement scalable solutions
• Drive adoption of automation tools (chatbots, help centers, self-service flows)
• Optimize support costs while maintaining service quality

Compliance & Quality Assurance:

• Ensure adherence to regulatory requirements and internal policies
• Implement quality assurance frameworks to monitor and improve service delivery
• Maintain data privacy and security standards in all customer interactions

Key Performance Indicators

Performance Area Performance Indicator

Customer Retention & Growth:

• Customer retention rate (% of active users retained monthly)
• Churn rate (% of users inactive over a defined period
• Customer Lifetime Value (CLV) growth

Customer Satisfaction & Experience:

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)

Service Delivery & Operational Efficiency:

• Average First Response Time (FRT)
• Average Resolution Time (ART)
• SLA adherence rate (% of tickets resolved within SLA)
• Cost per support interaction

Team Performance & Capability Development:

• Team productivity (tickets per agent, quality scores)
• Quality Assurance (QA) scores on interactions
• Staff attrition rate
• Training completion and performance improvement rates

Process Improvement & Automation:

• % of inquiries resolved via self-service (help center, chatbot)
• Reduction in ticket volume due to automation

Job Specifications

Academic Qualifications:

• Minimum of Bachelor’s Degree

Professional Qualifications:

• Relevant Software’s qualification or training.

Experience

• 5+ years experience in Customer Success/Support, preferably in fintech or financial services
• Proven experience leading teams and managing performance
• Strong understanding of customer lifecycle management and retention strategies
• Data-driven mindset with experience using CRM and analytics tools
• Excellent communication, problem-solving, and stakeholder management skills

Dimensions:

• Manages and work with direct reports

Skills & Competencies:

The competence proficiency levels required for the position of Team lead customer success are defined using the following key terms:

• Customer Lifecycle Management (Onboarding, Retention and Expansion) – Mastery

• Customer Support Operations (Ticketing, SLAs, Escalations) – Skill

• Data Analytics & Customer Insights – Mastery

• Team Leadership & People Management – Mastery

• Customer Communication & Relationship Management – Mastery

• Process Design & Optimization – Mastery

• Cross-Functional Collaboration (Product, Growth, Risk, Ops) – Mastery

• Product Knowledge (Payments, Loans, Savings, etc.) – Skill

• Regulatory & Compliance Awareness (Fintech Context) – Skill

• Customer Retention & Growth Strategy - Mastery

• Definition of competence levels is in Appendix 1

• APPENDIX 1

Awareness:

• A good understanding of what is involved in an area of expertise and its relevance to the business.
• Ability to describe the main elements of the area of expertise and their importance to the business; and
• Ability to recognize how and where competences in expertise are relevant to their own job.

Knowledge:

• Ability to interpret and evaluate information and advice from experts in an area of Expertise. o Knowledge and ability to correctly use the t