Customer Success Manager at Eden Life Inc

The Role

• Eden mission is to 10x the quality of life. Our measure for doing this is ensuring that every individual who experiences Eden has a 10x experience.
• We believe that our Customer Success Team plays the most pivotal role in ensuring we achieve our mission.
• The Customer Success Team manages each customer through their life cycle with a blend of both personalized management and support, depending on the customer category. 
• The Customer Success Manager will manage a team of Customer Success and Support associates and ensure that they deliver the ultimate service experience to Eden’s customers. 
• As a Customer Success Manager, you will drive and own all metrics around Customer satisfaction, loyalty, lifetime value by creating and executing strategies that drive customer success. 

Requirements

• Bachelor's degree in business, marketing, or a related field.
• Minimum of 4 years of proven experience in a leadership or management role within customer success, account management, or a related function, preferably in a B2B tech startup environment.
• Exceptional leadership, communication, and interpersonal skills.
• Strong analytical skills and a data-driven approach to decision-making.
• Ability to adapt in a fast-paced, high-growth startup environment.
• Familiarity with CRM tools and customer success software (e.g., Salesforce, freshdesk).
• A genuine passion for ensuring customer satisfaction and success.
• The ability to think in systems and methods. 

Responsibilities

• Team Leadership: Lead, mentor, and develop a team of customer success and support associates to achieve their goals and excel in their roles.
• Customer Strategy: Develop and implement a comprehensive customer success strategy that aligns with the company's growth objectives.
• Customer Onboarding: Oversee the onboarding process to ensure that new customers have a seamless introduction to our platform and products.
• Account Management: Guide your team in nurturing and expanding existing customer relationships, acting as a primary point of contact for strategic customers.
• Product Expertise: Foster a culture of product expertise within the team, ensuring they can provide valuable guidance and solutions to customers.
• Customer Feedback: Act as a conduit for customer feedback and relay this information to the product development and marketing teams for continuous improvement.
• Renewals and Retention: Collaborate with your team to maximize customer renewals, retention rates, and customer lifetime value.
• Data Analysis: Utilize customer data and usage patterns to identify areas for enhancing the customer experience and monitor team performance.
• Customer Advocacy: Promote and support customer advocacy initiatives and encourage satisfied customers to become advocates.
• Collaboration: Collaborate closely with the sales, marketing, and product teams to align customer success initiatives with the company's overall strategy.
• Proven ability to communicate and effectively “sell” an organization’s value proposition.
• Nimble with documentation and data analysis tools like Docs and Spreadsheets.

Perks & Benefits

• Monthly net salary - N500,000
• Comprehensive family healthcare
• 30 paid vacation days + public holidays
• Flexible access to salary earned
• Special employee discounts 15% on all Eden subscriptions
• We offer 90 days Maternity leave and 30 days paternity leave as part of our Parental leave policy. Adoption leave follows the same arrangement. Great colleagues
• Great colleagues and amazing work culture. Oh, and a chance to 10x the quality of life of Africans!