CUSTOMER SUCCESS MANAGER (CSM) AT IT HORIZONS LIMITED | CUSTOMER SERVICE JOBS IN LAGOS

About Company:

IT Horizons Ltd is a company with diverse talents and skills on existing, recent and upcoming technologies worldwide. We are a team of young, vibrant, ambitious but experienced professionals who deal with everything relating to technologies especially information communication technologies (ICT). Inaddition, we have the ability to update with latest trends and requirements of our esteemed clients. Our company established in 2010, had been driven by innovations and excellence, and with its rapid rate of success and customers’ requirements, we were fully incorporated into a private limited company in 2012 with the aim of helping organizations in achieving their goals by providing optimum technological solutions while reducing total cost of ownerships.

Job Description:

We are seeking a results-oriented Customer Success Manager to serve as the ultimate advocate for our clients. In this role, you will be the bridge between our technical delivery teams and our customers, ensuring that every deployment delivers tangible value. You will own the post-sales journey from seamless onboarding to long-term renewals and strategic account expansion driving loyalty and growth through a consultative, data-driven approach.

Requirements:

• Relationship Management: Act as the primary "Trusted Advisor," building deep-seated relationships with technical and executive stakeholders to align our solutions with their specific business objectives.

• Onboarding & Adoption: Lead the post-sales kick-off, ensuring our technology is not just implemented but actively adopted. You will track utilization metrics and intervene early if adoption levels lag.

• Advocacy & Support: Serve as the internal voice of the customer. Manage escalations by coordinating with Engineering, Presales, and Support teams to ensure SLA/OLA compliance and swift issue resolution.

• Renewals & Retention: Own the renewal lifecycle. You will proactively manage subscription and license timelines, identify churn risks, and implement data-backed retention strategies.

• Strategic Growth: Identify opportunities for upsell and cross-sell. Through Quarterly Business Reviews (QBRs), you will demonstrate the ongoing ROI of our partnership and identify new areas for expansion.

• Data & Reporting: Maintain the "single source of truth" in our CRM. You will be responsible for reporting on customer health scores, adoption rates, and overall account performance.

Qualifications and Skills:

• Education: Bachelor’s degree in IT, Engineering, Business Administration, or a related field.

• Experience: 3–7 years in Customer Success, Account Management, Service Delivery, or Technical Support.

• Industry Expertise: Previous experience with IT services, cloud solutions, enterprise infrastructure, or technology distribution is a significant advantage.

• Technical Literacy: A strong working understanding of enterprise IT landscapes (Cloud, Datacenter, Networking, Software, Licensing).

• Competencies:

  • Expertise in managing complex stakeholders and navigating organizational hierarchies.

  • Proficiency in CRM and service management tools.

  • A high-energy, customer-centric mindset with a track record of meeting renewal and expansion targets.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV to: careers@ithorizonsgroup.com using the Job Position as the subject of the mail.