- Job Title: SaaS Customer Success Manager
- Location: Ikeja, Lagos
- Employment Type: Full-time
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About the Company
Transsion Holdings is the parent company of TECNO, Infinix, and itel, and a leading smartphone manufacturer in Africa and emerging markets. With a focus on innovation tailored to local needs, Transsion also manages accessory, appliance, and after-sales brands like Oraimo, Syinix, and Carlcare.
Job Summary
- We are seeking a proactive and customer-centric SaaS Customer Success Manager to support and grow our customer base within the Nigerian market.
- The successful candidate will enhance customer satisfaction, drive product adoption, and ensure long-term retention.
- You will serve as the primary point of contact, guiding customers through onboarding, training, and continuous engagement to maximize value from our SaaS platform.
Key Responsibilities
Customer Relationship Management:
- Serve as the main point of contact for customer inquiries, providing prompt and professional support.
- Build strong relationships with customers by understanding their needs and challenges and proactively offering solutions.
- Conduct regular check-ins and business reviews to assess satisfaction and product engagement.
- Utilize data analysis & follow – ups to identify renewal needs and additional purchase opportunities.
Customer Onboarding & Training:
- Lead new customers through onboarding to ensure seamless platform implementation and adoption of our SAAS Platform.
- Conduct product training sessions (via webinars, video calls, or in-person) to enhance user adoption.
- Develop and implement customer success plans to help them achieve business goals and improve customer experience and satisfaction.
- Monitor onboarding progress to ensure customers achieve time-to-value milestones.
Retention, Growth & Expansion:
- Monitor customer health scores to identify at-risk accounts to implement retention strategies.
- Work closely with the sales and product teams to identify upsell and cross-sell opportunities.
- Support customer lifecycle management from activation to renewal.
- Collect customer feedback and share insights to drive product improvements and feature prioritization.
Technical Support & Issue Resolution:
- Assist customers in troubleshooting basic technical issues and escalating complex cases to the appropriate teams.
- In collaboration with the technical team, ensure timely resolution of customer concerns to maintain a high level of satisfaction.
- Track & maintain detailed customer records of interactions in CRM tools.
Pre – Sales & Market Support:
- Proactively engage customers through virtual or in-person communication, offering product consultations, demos & supporting final closures.
- Collaborate with sales and marketing teams in HQ Kenya to deliver localized solution presentations tailored to customer business scenarios, clearly articulating the product’s core value and competitive differentiation.
- Assist with technical proposals, needs analysis & bid preparation to enhance opportunity conversion and deal-winning capabilities.
- Gather and report on emerging market demands, competitive trends, and early-stage customer pain points, providing valuable input for product optimization and sales strategy formulation.
Required Qualifications
- Bachelor’s Degree in marketing, Communications, IT, or a related field.
- Familiarity with West African business landscape 4 – 5 years of experience in customer success, account management, team leadership or a similar role in a SaaS or tech company.
- Strong communication and interpersonal skills with a customer-first mindset. Experience with CRM and customer support tools (e.g. Salesforce, Zoho CRM, Zendesk, Intercom).
- Ability to collaborate effectively with cross-functional teams.
- Basic understanding of SaaS platforms, integrations, or APIs (advantageous). Excellent written and verbal communication skills. Ability to work in a fast-paced, data-driven environment.
Application Closing Date
2nd February, 2026.
How To Apply
Interested and qualified candidates should send their resume to: oyeleke.adebimpe@transsion.com using ‘SaaS Customer Success Manager’ as the subject of the mail.
