Customer Success Lead Lagos 

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

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

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

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)

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

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

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

Performance Area Performance Indicator

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

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

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

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

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

Job Specifications

Minimum of Bachelor’s Degree

Relevant Software’s qualification or training.

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

Manages and work with direct reports

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

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.

Ability to interpret and evaluate information and advice from experts in an area of Expertise. o Knowledge and ability to correctly use the terminology (vocabulary) of the area of Expertise. Ability to hold an informed debate with experts in the Area of Expertise; and o Ability to ask questions that test the viability of proposals in an Area of Expertise.

Ability to consistently carry out the activities of an area of Expertise to the required standard. Ability to perform satisfactorily majority of activities of the Area of Expertise. Ability to translate guidelines and standards for the Area of Expertise into practical actions. Ability to solve imaginatively common technical /operational problems in the Area of Expertise, and Ability to guide and advise others in operational /technical aspects of the Area of Expertise.

Ability to diagnose and resolve significant, unusual problems and to successfully adapt aspects of an Area of Expertise. Ability to creatively solve significant, complex, non-routine problems in the Area of Expertise. o Ability to adapt practices from other markets or countries for use in the Area of Expertise; and Ability to generate substantial improvements to local practices and procedures for the Area of Expertise.

27th October, 2026. How to Apply

Interested and qualified candidates should send their CV to: [Email hidden - Login to reveal] using the  Job Title as the subject of the email.